Bluestem Brands, Inc.

Initial Business Response /* (1000, 5, 2015/05/28) */
CONFIDENTIAL COMMUNICATION
May 28,
# ***
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
Our records indicate the payment Ms*** made on March 30, for $was returned by her bank on April 14, When the payment was returned the payment she had been credited for was reversedOn April 15, a new statement printed reflecting a minimum payment due of $($for April and $due by May 11, 2015)On April 23, Ms*** made another payment of $The payment did not cover the minimum payment requested of $and resulted in a late fee being assessed to her account
The statement printed on May 15, reflects a minimum payment due of $($past due and $due for June 11, 2015)If Ms*** makes a payment of at least $by the due date no late fee will be assessed
We appreciate Ms***'s patience while we researched her concernThank you for allowing us to assist and explain
Sincerely,
***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 7, 2015/05/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I sent $on May 27th

Initial Business Response /* (1000, 5, 2014/05/27) */
CONFIDENTIAL COMMUNICATION
May 27,
Revdex.com of Minnesota # ***
Attn: *** ***,
SRiver Ridge Circle
Burnsville, MN
Re: Ms***
***
Case #: ***
Dear Ms***,
We are writing in response to a complaint received in your office on behalf of Ms*** *** regarding her WebBank/Fingerhut credit account
Ms*** states that in late October 2013, she requested to have her due date changed and set up reoccurring electronic payments to keep her account currentWhen she reviewed her online statements, she realized that even though she was making monthly payments, she was being charged a late fee each monthMs*** feels that because she is on a fixed income, that Fingerhut is taking advantage of her
Our records show that Ms***'s due date has always been the second of each monthWe were unable to locate any notes where Ms*** requested to have the due date changedSince December 3, 2013, Ms*** has made a monthly payment to Fingerhut electronically, but the payments have always been a day late
As a one-time exception, Fingerhut has removed the four late fees that were charged to Ms***'s account from January through April Our records show there were no late fees charged to Ms***'s account for either November or December Her due date has been changed to the thirteenth of each month and that change will take place for her July payment
We appreciate your business,
Sincerely,
***
Executive Care Team
VF/ljg

Terrible customer service I will never use this company again!!! I ordered an item that was guaranteed delivery by ChristmasI ordered the item on the 11th of December and it was supposed to be delivered by the 19thOn the 19th I did not receive the item and I called fingerhutTheir reply was that they lost the item and "oh well we can credit back your account but it will take 2-days" the item I ordered was now out of stock and would not be delivered at all especially before Christmas like they guaranteedThey did not care that they had messed up on this order at allI will not recommend them to anyone and I will not use them again

Initial Business Response /* (1000, 7, 2014/11/24) */
CONFIDENTIAL COMMUNICATION
November 24,
# ***
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
It is in regards to her order dated October 21, for a 48-inch Round Dining Table-Espresso & GlassWe recently received confirmation from the shipping carrier that Ms*** decided not to have the table delivered
We appreciate her patience and cooperation awaiting the table's return to us, which we have now receivedAn adjustment allowance in the amount of $has been made to Ms***'s account - as of the date of this letter, it reflects a $balance
Our customers are important to us and we strive to assist and satisfy themWe trust with this explanation and credit issued that we have done so with Ms***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah

My most recent order that was placed on 12/has been received and is incorrectI contacted your customer service line and they were extremely unhelpfulThe first had no idea what they were doing and the second told me to re-order and return the incorrect item and then hung up on meRudeI will be paying this card off and not using this site againHorrible

Initial Business Response /* (1000, 5, 2015/12/10) */
CONFIDENTIAL COMMUNICATION
December 9,
# ***
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
Ms*** is a valued customer and we regret any difficulty she experienced as a result of the issues stated in the inquiryHer report of receiving unsatisfactory service is upsetting, as all agents are accountable to meet our professional standardsAdditionally, a good faith effort must be made to connect customers with a supervisor upon request or, if unavailable, to refer it for a callback, preferably within hours
Our investigation confirms an order was placed on November 19, via the Fingerhut website consisting of multiple items totaling $Our records indicate that the SPT Wand Massager was a vendor-supplied itemOn these types of items, we cannot guarantee the type of shipping packaging that is used for items sent directly by the vendorThe records further show that all three pairs of the Adidas Shoes were shipped from one of our fulfillment centers and should have arrived packed in a shipping cartonThe shipping carriers are entrusted to handle all parcels with care, and we apologize if any item arrived in an unsatisfactory conditionMs*** previously notified us that she is returning these items
We agree that there was a promotion for a free spa pillow with the purchase of any health/beauty product at the time Ms*** placed the orderThis promotion was set to automatically issue the discount upon order checkout after both the health/beauty item and the spa pillow had been added to the "shopping cart." Our records indicate that the pillow was not added to the cartThe terms of this promotion also state that if the health/beauty product is returned but the pillow is kept, then the customer will be billed the regular priceWe did not send Ms*** the pillow for the reason that she intended to return the health/beauty product
Total customer satisfaction is a goal we strive daily to achieve, so we regret if we fell short of this mark with Ms***We appreciate her patience and understanding while worked to provide this response and resolution
Sincerely,
Vi ***
Executive Care Team
VF/ah

Initial Business Response /* (1000, 5, 2014/10/09) */
CONFIDENTIAL COMMUNICATION
October 8,
# ***
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 Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
It is in regards to his order dated September 28, for a McCleland Design Marble-Look 5-piece Dining SetOur records support that Mr*** contacted us shortly after placing the order, wanting it to be cancelled due to an incorrect shipping address
Please understand that while our system may allow us to request to cancel an order, it cannot guarantee it after an order has been placedWe start filling orders as soon as possible, and do not normally have certainty whether the shipment was stopped for at least hours after the requestIn this case, the cancel request was unsuccessful and the item had already been shipped
On October 8, we phoned Mr*** to assist him with the return of the table setHe informed us that the return labels included in the boxes were used to return it, having already been picked up by the shipping carrier as of October 6, Mr*** advised that he preferred to wait until we received the return before we sent another table set to the correct address
Considering the circumstances unique to this situation, we have decided to issue credit for the full cost of the order, including shipping/handling, once it has been returnedWe have also updated the shipping address on the account to ***., Charlotte, NC in compliance with Mr***'s request
Our customers are important to us and we strive to assist and satisfy themWe trust with this explanation and measures taken that we have done so with Mr***
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2014/10/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The order total was $I was only credited $412.07, which means I was still charged for the table that I sent back, this is still unacceptable
Final Business Response /* (4000, 9, 2014/10/16) */
CONFIDENTIAL COMMUNICATION
October 16,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
The McLeland Design Marble-Look 5-piece Dining Set referenced in our previous response was returned to us, including all its component pieces, on October 9, We previously stated we would, "issue credit for the full cost of the order, including shipping/handling, once it has been returned."
As a reassurance, Mr*** has now received the last remaining credits covering the original and return shipping/handling costsHe has now received credit for the full cost of the returned dining set totaling $All of these return credit adjustments will be listed on an upcoming monthly billing statement
We have appreciated Mr***'s ongoing cooperation throughout this process, and now consider this matter closed
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/ah

Over the course of about a year, my husband and I had separate accounts, he placed and order on his account and I placed an order on mineEach month, I would use my debit card to make the monthly payments, the same debit card to pay on both accountsThe payments on my account would go through with no problem, but when payments were applied to my husbands account, with the same debit card, they would be reversedThis happened three times in the year, each time I called, I was told that their customer service rep must have typed in the incorrect numbers, offered an apology and eventually raised my husbands credit limitI guess they thought that would make things betterIt did notI decided that due to the incompetency of their staff, I would send a written check to pay off both accounts in fullBoth checks had the appropriate account numbers, but the staff applied them to my account only and then charged late fees on my husbands acctI am currently trying to resolve this issue

Initial Business Response /* (1000, 5, 2014/04/23) */
CONFIDENTIAL COMMUNICATION
April 23,
# ***
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 we responded to your office on December 2, regarding the balance owed on Ms***'s WebBank/Fingerhut Credit Account - Case # ***Additionally, *** from our office spoke with Ms*** on December 2, regarding this matter
Our previous response letter explained that Ms***'s monthly billing statements print on the 12th of each monthHer minimum monthly payment is due on the 7th of the following monthMs***'s billing statements indicate to mail the payment by the 30th of the month so that we receive it by the 7th of the monthWhen a payment is not received by the due date, our Payment Department will phone with payment remindersWe may also charge a late fee and the balance owed will accrue interest charges
Our letter also explained that although Ms*** was making payments, the payments were sometimes received after the due date or before the next billing cycleWhen a payment is received, it is credited on the date on which it was receivedIf the payment is received before the next billing cycle, the payment will be credited in the billing cycle on which is was received
*** advised Ms*** that her next monthly billing statement will print on December 12, Her minimum monthly payment will be due on January 7, Ms*** should mail her payment on December 30, as indicated on the monthly billing statementIf Ms*** mails her payments on the 30th of each month, we should receive her payments by the indicated due date
On November 27, 2013, I credited her Fingerhut Credit Account in the amount of $for the accrued late fees and $for the accrued interest chargesThe credits appeared on her December 11, monthly billing statement
Because we previously issued credits to her account for the accrued late fees and interest charges, we will not credit any additional charges
I have requested that Ms*** no longer receive phone calls from our Payment DepartmentHowever, she will continue to receive monthly billing statements
As of today's date, she has a minimum payment of $due by May 7, with $of this amount past dueMs*** should mail her $payment by April 30, so that we receive it by May 7,
Thank you for this opportunity to explain
Sincerely,
***
Executive Care Team
VF/tas
Initial Consumer Rebuttal /* (3000, 7, 2014/04/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
No, I do not accept the response from the business because They can not tell me when to mail in my payments because they know nothing about my financial situation and my payments were handled by the credit union I bank withThose payments were normally mailed on the first or third of every month and I provided proof of that fact in my letter of February 19, Anytime the late fees are actually higher than the monthly payment, I have issues with the company because it is basically highway robberyI would actually be paying more late fees and interest changes than the actual merchandise cost me
I don't know how the problem can be resolved because I can see that Bluestem Brands does not seem to be interested in resolving this problem so I would appreciate anything that can be done about this issue

CONFIDENTIAL COMMUNICATION
"">December 21, Revdex.com of Minnesota # *** Attn: *** *** S River Ridge Circle Burnsville, MN Re: Case # *** - ***, *** Dear Ms***, I am writing in response to the recent inquiry that we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit Account Ms*** states the PlayStation she ordered had a scheduled delivery date of December 6, 2016, but it was not delivered and she never received itWhen she notified customer service, the representative advised to complete and return the affidavit they were sending, though Ms*** did not receive the affidavitMs*** does not want to be billed for an item she never received and requests this be resolved Our records indicate Ms*** ordered a Sony PSwith Uncharteredgame on November 30, United Parcel Service tracking # *** reflects they delivered it to ‘Front Door’ on December 6, at 4:p.mlocal time On the same date, Ms*** called notifying she did not receive it, and the representative advised to allow more time as sometimes packages are found nearby or left in a concealed location on the premises to prevent theftOn December 9, 2016, Ms*** called stating the package had not been found/received, and the representative sent a ‘merchandise not received’ affidavit to her address on file of *** *** *** Philadelphia, PA A second affidavit was sent regular mail on December 12, per Ms***’s request On December 13, 2016, we received the completed affidavit via an email attachment, and on the same date sent an email reply advising the claim was denied pending a police report given the significant monetary valueMs*** called on the same date and the representative provided a fax number to fax the police report as wellTo date, we have no record of receiving the police report, and once received, we will proceed with finalizing the investigation, including any adjustments to Ms***’s account at that time She may fax the report to ###-###-####, Attn: MNR Claims or email it to [email protected] Thank you for allowing us to assist and explain Sincerely, Vi *** Executive Care Team VF/a

Initial Business Response /* (1000, 11, 2015/04/14) */
CONFIDENTIAL COMMUNICATION
March 30,
Revdex.com of Minnesota # ***
Attn:***
S River Ridge Circle
Burnsville, MN
Re: Case # ***- ***s, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** ***s regarding a WebBank/Fingerhut Advantage Credit Account
I sincerely apologize to Ms***s for any confusion caused with her credit reporting
We appreciate that Ms***s is working hard to make her payment each month, on time and in fullShe states in her complaint that she was told her account is not being properly creditedWe are unsure what Ms***s means, as we are applying her payments to the balance on her account as we receive themWe are pleased to note that she has been paying on time and the correct amount for the last five months
I want to clarify with Ms***s that this is a revolving account and as such, there is a required minimum amount due each monthA customer can pay more than the minimum amount due, but it will be applied to the month in which it was receivedThere have been occasions on Ms***s account where payments were not received, including the statement cycle ending May 24th, 2014, July 24th, 2014, and August 24th, Additionally, we received payments that were less than the minimum due on two occasions: , On September 3rd, we received a payment for $20.00, when the minimum due was $153.97, and October 20th, we received a payment for $20.00, the minimum due was $
Because payments we not received on time or for the correct amount, Ms***s account became past due, and accrued late feesLate fees accrue when a payment is received past the scheduled due date or the payment received does not meet the required amount due
Unless Ms***s can provide specific information about how her account is not being credited properly, 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
Ms***'s current balance is $563.80, her minimum due $46.99, due April 9th,
We trust this explanation will meet Ms***'s expectations of a satisfactory resolution, and sincerely appreciate her patience throughout this process
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/CC

Initial Business Response /* (1000, 10, 2014/07/16) */
We have added consumer to our Do Not Mail listHe will not receive any further solicitation from PayCheck Direct, and we do not share any information with 3rd parties

Initial Business Response /* (1000, 5, 2014/07/22) */
CONFIDENTIAL COMMUNICATION
July 22,
Revdex.com of Minnesota # ***
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: Ms*** ***
Case #: ***
Dear Ms
***,
I am writing in response to an inquiry received from your office on behalf of Ms*** ***, regarding her Fingerhut FreshStart Account issued by WebBank
Ms***'s account reflects she had placed an order on June 25, 2014, for a DigitalPad Deluxe 7"4GB Android TabletWe also received the required $down payment by check
To clarify to Ms***, when a customer mails in a check, the order will not ship until the check clears the bankThis order shows it was canceled by Ms***
On July 11, 2014, another order for the Android Tablet was placedThis item shipped on July 16, UPS tracking number #***, indicates this item will be delivered today, July 21,
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/mhp

This company is a nightmareOrder arrived incompleteAfter calling customer service (and holding for nearly minutes) I was instructed to return the orderThey then refused to issue a refund because the return was incomplete (which was the reason I was returning on the first place)
After much back and forth, the only recourse was to file a claim with my banking institution to get my money backThankfully my bank is a really good one and they helped me through it!
Just read their file: 1,complaints in the last years?? wow!! That's almost a dayA DAY! I can't believe their rating is at "A-" , it should be "F"
Stay away at all costs!

CONFIDENTIAL COMMUNICATION
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April 5,
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 Mr*** *** regarding his Fingerhut FreshStart Installment Loan account provided by WebBank
Mr*** states he had set up a Fingerhut account in December and set up automatic payments on his accountHe further states he wasn’t notified the payments were not being processed and his account was charged off and sold to another lenderMr***’s desired resolution is to have the Fingerhut trade line removed from his credit reporting
Our records indicate that on November 28, 2014, an application for credit was processed online using Mr***’s name, address and social security numberOn November 28, an order was placed with a representative for a MEGA BLOKS 1-2-Learning Train 44-PcSet, Crayola Grow with Me Easel, Fisher-Price Chatter Telephone Pull Toy, DC Friends Wheelies Ride-On, Hasbro Elmo Junction, My Food Basket 23-PcSet and a 12-PcPlay Housekeeping SetThe merchandise was shipped December 5, via UPS to the same address as provided on the application
We have received a total of four payments on this account including the required $down paymentThe last payment was received online on April 22, totaling $Our records indicate no further payments or payment arrangements were made.
The unpaid balance of $charged off on October 10, and the account was sold to *** *** *** on October 29,
Our records further indicate, notices regarding the past due status of Mr***’s account were sent to *** *** *** ** ** Puyallup, WA on June 17, 2015, June 25, 2015, July 2, 2015, August 2, 2015, August 21, and October 2, Monthly statements were sent as wellWe have included copies of the correspondence for your reference
Multiple attempts were also made to contact Mr*** at the phone numbers associated with the account while his account was in a delinquent status but we were unsuccessful in reaching Mr***
An account review completed on March 29, confirms the credit bureaus are accurately reporting the account as Transfer/Sold or Purchased by Another Lender with a balance of zero
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 Mr***’s 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 about what *** *** *** may be reporting, he may contact them directly at ###-###-####
Thank you for the opportunity to explain
Sincerely,
Kari ***
Executive Care Team
KD/sa
Enclosures

Initial Business Response /* (1000, 5, 2014/05/12) */
CONFIDENTIAL COMMUNICATION
May 7,
Revdex.com of Minnesota Customer #: ***
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: Mrs*** ***
Case
#: ***
Dear Mrs***,
We are writing in response to an inquiry received from your office on behalf of Mrs*** *** regarding her WebBank/Fingerhut credit account
Mrs*** stated she agreed to a reage hardship program and successfully made the required payments of $in February, March and April which would bring her account back to currentHer account is still showing in a delinquent status and she continues to receive collection calls
Upon further research, Mrs*** did qualify for a reage hardship program and did successfully make the three required payments on her accountHowever, Mrs***'s account was not updated following the successful completion of this program to bring her account back to a current status
To rectify this situation, we waived the $late fees that resulted in error on February 19, March 19, and April for a total of $We also brought Ms***'s account current in a non-delinquent statusWe also updated the credit bureaus to reflect this changePlease allow to days for the bureaus to update their reports
We apologize for the temporary inconvenience this may have caused
Please advise Ms*** she is welcome to contact our Credit Bureau Reporting (CBR) Department if she has further questionsThe CBR's phone number is ***The hours are; Monday through Thursday 8:00am - 6:00pm Central Standard Time (CST) and Friday 8:00am - 4:30pm
Thank you for allowing us to explain
Sincerely,
***
Executive Care Team
VF/sj

I am rejecting this response because: It makes no senseIf I were to contact the company to open an account, it would happen immediately and I'd have a credit line to spendBut because I want my account closed, they're jerking me aroundI will NEVER buy another thing from FingerhutTheir quality is terrible, prices are outrageous, and they don't stand behind their merchandiseSaying they "can't close an online account" is absolute baloney!
No further action is requiredIt's a waste of time but you can bet everyone I know will be warned about Fingerhut and their bogus business practices

I am a mobility-impaired veteran, and I enjoy shopping onlineThis company offers GREAT prices on quality merchandise, and a willingness to "fix" any problems which ariseAnybody who buys items online KNOWS that complications will come from time to time, as items sell out unexpectedly, and the many other issues which may happen with a "catelog" which is simultaneously available to the entire world
Revdex.com makes it MUCH simpler to post complaints, as compared to positive reviews, and human nature tends to run that way as wellI have NO problem reporting BAD companies, but don't always think to thank the good ones
In a year and a half,(and orders) I've had ONE issue, which was resolved fairly

Initial Business Response /* (1000, 5, 2015/10/30) */
CONFIDENTIAL COMMUNICATION
October 30,
# ***
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
Ms*** is a valued customer and we regret any difficulty she experienced with us relating to the payment issue outlined in the inquiryAll agents are accountable to meet our professional standards, and we apologize if these were not always lived up to with Ms***
Our records confirm that Ms***'s payment referenced in the inquiry and made through her Bill Pay provider was received here on October 20, However, there was a delay in processing the payment due to being submitted with Ms***'s 10-digit Customer ID number instead of her 16-digit Account NumberOn October 22, we were able to match up and post the payment to Ms***'s accountOnce this processing was completed, the correct payment date was indicated by back-dating it to the received date of October 20,
As a reminder, customers using a Bill Pay service to remit payments to us are required to provide their 16-digit WebBank/Fingerhut credit account number
We appreciate Ms*** making a second, separate payment on her due date of October 22, while we finished processing the bill pay paymentOur records show her bank put a stop payment on the second payment, likely after Ms*** confirmed the bill pay payment had posted to her accountAlthough the stop payment resulted in a return payment fee being assessed, we have already credited it back to the account given the special circumstances involvedThe credit will reflect on Ms***'s next monthly statement for her records
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/12) */

I am rejecting this response because:
Vi,
There has also been a fingerhut credit card that was issued on the same account via a 'WEB BANK' for a credit line of The approval notice is dated as of 06/20/The account with FINGER HUT and also its affiliate accounts should be closed and flagged as fraudThe fraud affidavit has been returned as well