Bluestem Brands

Initial Business Response / [redacted] (1000, 5, 2014/07/30) */ CONFIDENTIAL COMMUNICATION July 29, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms***, I am writing in response to the inquiry that we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit Account We sincerely apologize for any difficulty Mr [redacted] may have had regarding the issue outlined in his inquiryDue to a shipping error, his recent order of a Trio Line Floral Blue 5XRug was incorrectly fulfilled, and he received a different rug than what was ordered As stated in the inquiry and supported by our records, Mr [redacted] returned the incorrect rug, and we received it on June 27,Unfortunately, his account was not credited for the return within the timeframeMr [redacted] contacted us on July 23, about this matter, and being made aware of the oversight, we credited his account the full cost of the order including shipping/handlingThe amount credited was $ Mr [redacted] 's account accrued one late fee of $during the time of this issueWhile it is in the customer's best interest to keep their account in good standing by making their minimum payment - even while engaged in a dispute - we made a prior exception and credited the late fee on July 23, As a reassurance, there has been no negative report to the credit bureaus in regards to this matterMr [redacted] 's account has been closed to future purchases to comply with his requestHe may order from Fingerhut using Visa, MasterCard, Discover or American Express if he so choosesWe appreciate Mr [redacted] 's patience while we worked towards this resolution Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION March 24, Revdex.com of Minnesota Attn: [redacted] SRiver Ridge Circle Burnsville, MN Re: [redacted] Case #: [redacted] Dear Ms [redacted] , I am writing in response to an inquiry received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity, credit application, Terms and Conditions, and an unordered merchandise affidavit Mr [redacted] states in his complaint that there is a WebBank/Fingerhut credit account on his credit report that he believes is fraudMr [redacted] is requesting more information about the account, specifically when the order was placed and what was ordered The WebBank/Fingerhut credit account ending in [redacted] was opened on September 28, when an application for credit was processed onlineThe name, phone number and email address on the application is the same one provided when contacting us regarding this issue One order was placed on September 28, for an XBOX One ConsoleThe merchandise was shipped by Spee Dee to the address on the application A payment for $was processed on November 22, with a MasterCard debit card ending in ***The name on the card was [redacted] ***The unpaid balance of $charged off on July 5, and the account was sold to [redacted] on August 4, [redacted] can be reached at ###-###-#### According to our records, Mr [redacted] spoke with Fingerhut on April 16, The account was verified and Mr [redacted] stated he would pay off the account in May The last record of speaking with Mr [redacted] was July 3, in which he verified the account and stated he was unable to pay because he was waiting for a tax refundAfter reviewing the call recording, Mr [redacted] gave no indication he suspected this account was opened fraudulently An account review on March 18, confirmed that the credit bureaus are reporting accurately as Transfer/Sold or Purchased by Another Lender with a balance and past due 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 [redacted] believes this account was opened fraudulently, he can complete and return the attached unordered merchandise affidavitWe also ask that he file a police report and send both copies to the following address: Fingerhut Attn: Fraud Department [redacted] StCloud, MN Mr [redacted] may also fax the affidavit and police report to ###-###-#### Attn: FraudPlease include the customer or account number on the fax so we can locate the account Once we receive the affidavit and police report, we will be able to conduct a full fraud investigation If Mr [redacted] has further questions or concerns, he can contact the Fraud Department at ###-###-####Their hours are Monday - Friday 8:00am - 6:00pm Central Time Thank you for allowing us to explain Sincerely, Kari [redacted] Executive Care Team KD/lg Enclosures

January 11, Revdex.com of Minnesota Attn: Ms [redacted] SRiver Ridge Circle Burnsville, MN Re: [redacted] Case #: [redacted] Dear Ms [redacted] , We are writing in response to an inquiry received from your office on behalf of Ms [redacted] regarding her WebBank/Fingerhut credit account ending in We have included a statement of account activity and a copy of the Terms & Conditions Ms [redacted] states that Fingerhut consistently calls times an hour every day and that she has informed Fingerhut her monthly payment would be late because of payroll issues Ms [redacted] ’s desired resolution is to have a formal apology and to have Fingerhut change their practices Our records indicate on November 3, 2014, an application was processed with a representative using Ms [redacted] ’s personally identifiable informationOn that same day, an order was placed over the phone for an HP 18.5" All-in-One Windows Desktop Computer and a Year Service PlanThe merchandise was shipped via UPS to the same address as on the applicationThe most recent purchase, totaling $942.94, was placed on August 6, We have received multiple payments on this account from a checking account ending in [redacted] and Visa debit cards ending in ***, [redacted] and [redacted] all in the name of [redacted] The most recent payment, totaling $69.99, was received on December 28, which brought the account to a current status As of January 11, Ms [redacted] ’s account is current with a remaining balance of $1,and a past due amount of zeroThe account is showing a minimum payment of $due by January 18, According to our research, we attempted to contact Ms [redacted] starting on December 19, regarding her WebBank/Fingerhut credit account while her account was in a delinquent statusBased on a call recording dated December 20, 2016, Ms [redacted] stated, “I will make a payment on the ninth” and ended the call with the agent still on the line Please note, a valid payment arrangement consists of two parts, a date the payment will be made and the dollar amount to be paidMs [redacted] ’s interaction on December 20, with Fingerhut did not meet the qualifications so collection activity continued Also note 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 until they are able to reach them and discuss the payment that is owed on the account Also according to our research, contact was made again with Ms [redacted] on December 26, regarding her WebBank Fingerhut credit account at which time she informed the representative to stop harassing her and ended the call with the agent still on the lineThe representative revoked consent, the same day, on the telephone number associated with Ms [redacted] ’s account ###-###-####Ms [redacted] is no longer receiving collection calls Based on the call logs associated with Ms [redacted] ’s 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 [redacted] more than six times in a day while her account was in a delinquent status Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordinglyWe apologize if we have fallen short of Ms [redacted] s’ expectations If we can be of further assistance, Ms [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Time Thank you for allowing us to explain Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures

Initial Business Response / [redacted] (1000, 8, 2015/03/24) */ CONFIDENTIAL COMMUNICATION March 19, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN 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 I want to clarify with Ms [redacted] 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 received Reviewing Ms [redacted] statements we see that on August 8th, is when the first late fee had taken place on her accountThe minimum due was $We did not receive a payment until August 28th, Late payments have been continuous since August to February 2015.The last payment we had received was on February 20th, A payment was due on, January 20th, in the amount of $ Because the above payments were not received in full, Ms [redacted] 's account became past dueThis explains why she was receiving letters from our Payment DepartmentMs [redacted] 's account also 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 When a payment is not received or is not the correct minimum amount due as indicated on the monthly billing statement, the minimum payment 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 owed Our customers are very important to us and we strive to assist and satisfy themI trust with this explanation we have done so with Ms [redacted] Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/CC

Initial Business Response / [redacted] (1000, 11, 2014/08/28) */ CONFIDENTIAL COMMUNICATION August 28, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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 Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account The inquiry is in regards to her order dated June 10, for a Samsung Galaxy Tab 8GB 7-inch Kids' TabletMs [redacted] promptly notified us that she did not receive this item despite the shipment tracking information reflecting a "delivered" status We appreciate Ms [redacted] returning to us the completed, signed, and dated affidavit that we sent her to open an investigation of her claimThis investigation has been completed and her claim approvedMs [redacted] received a credit of $on August 12, covering the full cost of the order, including shipping/handlingShe will see this credit reflected on a future monthly billing statement Our customers are important to us and we strive to assist and satisfy themWe trust with this explanation and credit that we have done so with Ms [redacted] Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ah Initial Consumer Rebuttal / [redacted] (3000, 13, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thus company charged me a late fee do to not paying the monthly balance because they took so long to credit my account for this itemI spoke to Customer Service who said it would be removed but it has not been as of yetI log into my account today to see that there is also an additional $dollars and not sure how this could beThe balance went from $due September to $due September This company is a scam and needs to correct my accountThis company is nothing but problemsThey do not document my account every time I call in like they suppose to doSupervisors/managers never return calls and I am always getting hung up on when I request to speak to someone who could better assist me Final Business Response / [redacted] (4000, 15, 2014/09/08) */ CONFIDENTIAL COMMUNICATION September 5, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [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] regarding a WebBank/Fingerhut Advantage Credit Account We sincerely apologize for any unacceptable service Ms [redacted] has experienced while dealing with our company - it is vital that agents adhere to our quality standards with each and every customer interactionWe further regret if this resulted in a lack of trust or the feeling of possibly being "scammed" on the part of Ms [redacted] However, we are proud of our established track record as a trusted, reputable and leading brand in the direct-to-consumer, catalog- and web-based retail market As a reassurance to Ms [redacted] , the one late fee she received during the time her missing merchandise claim was pending was already credited on August 13, She will see this credit reflected on her next month's billing statement Ms [redacted] states, "The balance went from $due September 5, to $due September 5, 2014." Please allow us to explain that her total account balance is $182.36, and her minimum payment due on September 5, is $ Our records show that on August 13, Ms [redacted] made a $payment on the Fingerhut website from her bank account ending '***'Unfortunately, that payment was rejected and reversed with the reason given as "account invalid." For this reason, Ms [redacted] is still liable to make a $payment in order to bring her account current ($past due for August 5, plus $presently due on September 5, amounting to $81.98) If she has not done so already, we advise Ms [redacted] to contact her bank to fully verify the information she has regarding her account ending '***' is correct Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION December 27, black;"> # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] – ***, [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms [redacted] indicates she had previously requested that an order be deferred, that she was advised it would be done, but that it was notShe states that she has been emailing about it since October and that her account is past due, and it has impacted her credit report Our records indicate Ms [redacted] had a balance of $on her account before she made the October 12, The statement that was produced on October 6, indicated this balance, with a minimum payment of $due by November 2, Ms [redacted] then placed an order on our website on October 12, 2016, totaling $She contacted us on October 20, 2016, and her order was deferred Ms***’ November statement reflected this deferral, showing an amount of $as the New Deferred Balance in the Deferred Payment Summary sectionIn addition, the section of the statement labeled Interest Charge Calculation clearly defines the amount of deferred purchases and the amount of non-deferred purchases, including the interest charge for eachIn this case, the non-deferred purchase amount was $and the deferred purchase amount was $ On that same statement, Ms***’ Minimum Payment Due of $included a past due amount of $which was due on December 2, As a portion of the balance was non-deferred, a minimum payment was and is due on itAdditionally, each time the minimum amount due is not paid on time, a late fee may be assessed and the account may be reported delinquent to the credit bureaus, as outlined in the terms and conditions of the account Our records reflect that Ms***’ account currently has a minimum payment of $due by January 2, Ms [redacted] may make payment arrangements by contacting us at ###-###-####, between the hours of 7:00am and 9:00pm, CT Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team

August 1, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] Dear Ms [redacted] , I am writing in response to your request to have your $down payment refunded to you, since you returned the item you ordered Our records indicate you were charged $in total for that order, which breaks down into $for the price of the item, $for shipping and handling and $for tax When you returned the item, you were credited $dollars, which is the combination of the price of the item, and taxYour 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 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 customer The shipping and handling amount of $remained on your account as a balanceSince the $down payment is applied to the account as a payment, it fulfilled the $balance, and as such, is non-refundable The remaining $was written off, so a retry account could be establishedThat 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 / [redacted] (1000, 5, 2014/04/21) */ CONFIDENTIAL COMMUNICATION April 21, Revdex.com of Minnesota Attn: [redacted] South River Ridge Circle Burnsville, MN # [redacted] Re: Ms [redacted] Case# [redacted] Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Ms [redacted] regarding her WebBank/Fingerhut Credit Account Our records indicate that an order was placed on January 6, for a Steele 6-Gal HP Compressor Kit and a one year service plan via our website Our records also indicate that Ms [redacted] contacted us on January 12, and requested that a return label be sent to her for the Steele 6-Gal HP Compressor Kit because it was damagedA return label was sent to Ms [redacted] on January 13, Our records indicate that on February 5, we received the Steele 6-Gal HP Compressor Kit and credit was issued for the purchase price plus shipping of the item in the amount of $A credit for the one year service plan in the amount of $was also issued on February 5, This credit is posted on Ms***'s statement dated February 28, Our records indicate that a replacement for the Steele 6-Gal HP Compressor Kit was shipped to Ms [redacted] on January 13, totaling $ On February 13, Ms [redacted] notified us that she had returned the replacement Steele 6-Gal HP Compressor KitOur records indicate that we have not received the return When a customer notifies us of a delivery problem with a return, Fingerhut has policies and procedures in place in order to conduct an investigationThe notes on Ms***'s account indicate we sent her an affidavit of "non-receipt of returned merchandise" on February 13, for the order and asked her to complete the forms and return them to us so we may investigate the issue Our files indicate that we have not received the affidavit from Ms***I have mailed an affidavit under separate cover to Ms***The affidavit can be mailed to [redacted] St Cloud, MN or faxed to [redacted] Attn: [redacted] to expedite this matter Thank you for allowing us to explain Sincerely yours, [redacted] VF/ca Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/04/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sent the affidavit back on 2/22/via us mailI also called on numerous occasion to confirm they got itI was told that it could take up to days to processOn 3/24/I spoke to [redacted] and she said it has not been receivedShe gave me the fax number so I could fax it and that's what I didI have not got calls back when I request a supervisor to call to confirm the affidavit has been received Final Business Response / [redacted] (4000, 21, 2014/05/16) */ CONFIDENTIAL COMMUNICATION May 16, Revdex.com of Minnesota Attn: [redacted] South River Ridge Circle Burnsville, MN # [redacted] Re: Ms [redacted] Case# [redacted] Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Ms [redacted] regarding her WebBank/Fingerhut Credit Account We have received the fax from Ms [redacted] regarding the affidavit of "non-receipt of returned merchandise"We have completed our investigation and issued credit to the order for the Steele 6-Gal HP Compressor Kit in the amount of $We have also issued credits to the account for the Interest charges pertaining to this order in the amount of $These credits will be reflected on Ms***'s next billing statement that prints on May 28, We apologize to Ms [redacted] for any inconvenience regarding this matter Thank you for allowing us to explain Sincerely yours, [redacted] VF/rsh Final Consumer Response / [redacted] (3000, 19, 2014/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have a copy of my fax journal and will provide a copy as neededIt shows that the fax was sent on 4/23/to [redacted] I will sent another fax to this number now providedPlease note its a different fax numberI will also sent the affidavit by certified mail

Initial Business Response / [redacted] (1000, 18, 2014/09/15) */ CONFIDENTIAL COMMUNICATION September 15, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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 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, 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, that we received her completed affidavit, but due to an oversight, Ms [redacted] only received partial credit for the missing orderWe appreciate Ms [redacted] 's cooperation and patience for having to complete and return several affidavitsDue to her ongoing efforts, she received the last remaining credits for the missing order on May 16, 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 $down payment towards the orderAfter receiving full credit for her missing order, she had a $overpayment on her account and was entitled to a refund of the same amountWe mailed the refund in the form of a paper check on July 1, via regular U.SMailShe would have received it shortly afterward at her [redacted] Hartford, CT addressAs 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 claimWe 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 / [redacted] (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 thisThis was my way to build credit not have bad creditNow it shows on my credit report I made late payments which is Final Business Response / [redacted] (4000, 22, 2014/09/22) */ CONFIDENTIAL COMMUNICATION September 22, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [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 inquiryAs 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 days to see this change reflected on her credit reportHaving 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

Final Consumer Response / [redacted] (2000, 5, 2015/07/06) */ I received a message from Fingerhut yesterday informing me that the computer I returned, was still at the warehouse and fingerhut will dispose of it and process my refundToday when I checked my balance on fingerhut.com, I saw that I receive a full refund for the return ***copied and pasted from email

I bought a refrigerator through them that took over three weeks to ship; I discovered it was sitting at a moving company about an hour away Delivery was held because the moving company said they were paid too little to deliver to me until they had other reasons to visit my area I canceled the order a few days after they missed the delivery date I had to do all the legwork, and while Paycheck Direct representatives were polite, their manager did not return my calls as requested I have spent hours on hold and on the phone, and I have not yet received a refund from Paycheck Direct Supposedly it is in process--it is about two months now Don't deal with them!

Initial Business Response / [redacted] (1000, 7, 2014/03/04) */ Ridgewood Rd StCloud, MN www.fingerhut.com CONFIDENTIAL COMMUNICATION March 4, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] Dear Ms***, I am writing in response to an inquiry we received from your office regarding [redacted] 's WebBank/Fingerhut Credit Account I sincerely apologize if when Ms [redacted] tried to make her payment via our website on February 7, 2014, in the amount of $1,665.00, that she did not receive a message that the payment was not accepted Please allow me to explain that for security purposes, we have a limit on the payment amount that customers can pay on their WebBank/Fingerhut Credit Account via our website If a payment is made via Checking/Savings Account, our customer may pay $1,total per day, and no more than $1,in a rolling day period If a payment is made via Debit/Credit Card, our customer may pay $1,per transaction per day, and no more than $1,in a rolling day period I would also like to explain that when a customer mails a check payment to our Newark, New Jersey Payment Center, when the check amount is over $1,our New Jersey Payment Center then forwards the check to our St Cloud, MN office to post on our customer's Fingerhut Credit AccountBecause of this, it does take a few days longer for the payment to post to our customer's Fingerhut Credit AccountIf interest has accrued in the meantime, we will credit the interest charges Our records indicate that a payment in the amount of $1,was posted to Ms [redacted] 's Fingerhut Credit Account on February 26, by our St Cloud officeThe payment reversed on March 4, because Ms [redacted] had stopped payment on the check on February 25, because of the length of time when she had mailed the check and it had not yet posted to her Fingerhut Credit Account Our records also indicate that a payment was made via phone on February 26, in the amount of $ As of February 26, 2014, Ms [redacted] 's Fingerhut Credit Account has a balance of $Her monthly billing statement dated March 11, will reflect the February 26, paymentThe statement will also indicate that a payment will be due by April 28, After the March 11, monthly billing statement cycles, I will credit the accrued interest charge so that that balance owed will still be $ Again, I sincerely apologize for any inconvenience this matter may have caused Sincerely, [redacted] Executive Care Team VF/tas Final Consumer Response / [redacted] (3000, 9, 2014/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason that this response is not accepted is because apparently none of their customer service representatives are aware of this process for checks exceeding $as none of the multiple representatives I spoke with mentioned this extra step, not even the manager I spoke toInstead, I was told to stop payment on the check which cost me an additional $in fees and had two representatives, in essence, call me a liar as to when I mailed the payment in...one of those again being their own customer service manager Jamie that I spoke withHad any of the multiple representatives that I spoke with explained this extra step due to the amount of the check, it would have saved me not only money, but a lot of additional time and headache due to trying to figure out what had happened with my payment

Initial Business Response / [redacted] (1000, 6, 2015/01/16) */ CONFIDENTIAL COMMUNICATION January 16, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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 As stated in the inquiry and supported by our records, two payments were made on Ms***'s account on July and July 2, for $eachBoth were made via the Fingerhut website from Northwest Savings Bank checking account ending '***' Ms [redacted] states she did not authorize the second payment from July 2, 2014, so we carefully balanced this claim with our recordsWe were unable to find any evidence that the second payment was the result of a system error or other cause from our endWhile we are uncertain whether Ms [redacted] or someone else authorized this payment, we are firmly resolved that it resulted from the completion of the web payment process We apologize if Ms [redacted] was ever advised that it was within our capabilities to have it reversed back into the bank accountShe was later correctly advised to contact her bank to do an "unauthorized payment reversal"; this did not occur as we still have the payment in question Ms [redacted] did receive the $credit that our phone agent offered for the inconvenience; it was applied to her account on July 29, and appears on the monthly statement Ms [redacted] received in August We remain unable to refund the $payment, but we have decided to apply it to cover her payment due August 2, 2014--as Ms [redacted] previously requestedAs a result of this adjustment, her account now reflects a paid current and good-standing status as of the date of this letterThere was no negative report to the credit agencies since this issue arose All late fees that have accrued as a result of this matter have also been credited, and will reflect on a future monthly statement within two billing cyclesThank you for allowing us to assist and explain Sincerely, [redacted] Executive Care Team VF/ah

I am rejecting this response because: Fingerhut is suggesting in their response that they are willing resolve this complaint via email, although as of yet I have not received an email from them offering a resolution I have attempted to resolve this issue with Fingerhut via email TWICE Both times I was met with the response to contact them via telephone I do not possess an active home phone or a cell phone, and my employer allows EMERGENCY PHONE CALLS to family members ONLY Despite the message from Fingerhut via Revdex.com offering to resolve the issue via email, they have NOT contacted me to resolve the issue via email and I have not been able to reach a representative via chat service on their website I have attached printed scans of the previous two emails from Fingerhut in response to my requests to contact me via email to reach a resolution My response to the resolution offered by Fingerhut on behalf of Revdex.com is NOT to reject an offer to resolve the issue via email I resent their attempt to trap me into rejecting their offer of resolution via email Clearly I have made several attempts to do so Fingerhut has made NO EFFORT to resolve the issue via email, so therefore my desired resolution is a FULL REFUND OF MY PURCHASE PRICE PLUS ANY ASSOCIATED SHIPPING COSTSThank you, [redacted] ***

CONFIDENTIAL COMMUNICATION Roman" size="3"> June 2, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN 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 Fingerhut/FreshStart Account Ms [redacted] states she cancelled an order on her FreshStart Account before the order shippedShe is wanting to have her $down payment returned to her and would like to close her account and destroy all record of her information Our records indicate Ms [redacted] opened her account on May 19, Ms [redacted] placed an order for a Madison Industries Matrix Sofa Furniture Cover on May 19, On May 20, her order was cancelled as a result of an email request from Ms [redacted] This order did not ship On May 22, Ms [redacted] requested to close her accountOn that same date her account was closedShe will be unable to use her account for future purchases Ms [redacted] ’s $down payment was returned to her credit card ending on on May 24, Ms [redacted] requests that her information be removed from our recordsWe will not be able to do this as we are required to retain records of the complete application process for months after the notification is sent to the applicant Thank you for understanding and allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]

Initial Business Response / [redacted] (1000, 5, 2014/06/06) */ CONFIDENTIAL COMMUNICATION June 6, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms***, 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 she placed an order for a Nifty K-Cup Roll Out Storage Drawer, Keurig K-Cup Green Mountain Nantucket Blend Coffee, Keurig K-Cup Green Mountain Nantucket Blend Coffee and a Thread Count Egyptian Cotton Queen Sheet Set via the website on May 8, Our records indicate that this order was duplicated on May 8, Our records indicate that Ms [redacted] contacted us on May17, to notify us of the duplicate order and a prepaid label was sent to Ms [redacted] on May25, Ms [redacted] 's account will be issued a credit for the duplicate order and her credit bureau report will be updated once it has been received as a returnPlease be advised it may take up to sixty days for the update to process once this has been received We apologize for any inconvenience this matter may have caused Ms [redacted] Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ca Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The duplicate order was made by fingerhut and not by myselfThey had every opportunity to recall the shipment before it arrived at my houseThey knew of their mistake which overdrew my credit account and they still reported it to the credit bureau which dropped my credit score by pointsThe first time I reported their error to them, they only responded with an email which stated I could keep the order for days for free as a trialI told them that I did not want their duplicate order and that's when they offered to send me a return labelThe damage they did to my credit score could have been prevented, but they chose not to prevent itAll tracked orders can be recalled by sender all the way up to the point of destination, they refused to do this for meI am very disgusted with their business practice and "customer service" Final Business Response / [redacted] (4000, 9, 2014/06/11) */ CONFIDENTIAL COMMUNICATION June 11, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms***, I am writing in response to the further inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Please understand that while our system may allow us to request to cancel an order in its earliest stage, it cannot guarantee itWe start filling orders as soon as possible Our records indicate that both shipments were delivered to Ms [redacted] on May 16, and Ms [redacted] did not contact us regarding the duplicate order until after the delivery As stated in our previous letter prepaid labels were sent to Ms [redacted] on May25, Ms [redacted] 's account will be issued a credit for the duplicate order and her credit bureau report will be updated once it has been received as a returnPlease be advised it may take up to sixty days for the update to process once this has been received Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ca

Initial Business Response / [redacted] (1000, 7, 2016/03/03) */ CONFIDENTIAL COMMUNICATION March 3, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Our records indicate an order was placed on March 29, for a PcAlcove Savannah Patio SetThe total for this order including shipping and handling, and after the promotion code was applied, was $On April 3, 2015, Mr [redacted] contacted our Customer Service Department and advised the agent that some of the chairs were received damagedAfter discussing the damage with Mr [redacted] , the agent credited $for the damaged chairsOn April 16, 2015, Mr [redacted] spoke with another agent via the Chat feature on our website regarding the chairsThe agent credited an additional $to the order and Mr [redacted] advised the agent he would keep the chairs with this applied discountOn November 24, 2015, Mr [redacted] spoke with another agent via chat and was credited an additional $50.00, as a courtesy Our return policy is listed in our catalogs and on our website and is as follows: "We will exchange your product or give you a refund for most items returned in new condition within days after date of purchaseReturns will not be accepted for credit after daysIf you have any problems with a product, please check the manufacturer's warrantyFingerhut provides a convenient prepaid return label service for most productsYou can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer ServicePre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accountsContact Customer Service for help with your return There is no upfront fee when using the return labelThere is no fee for using the return label if you received a damaged of defective product or in the case of a shipping errorThe final determination of product condition is subject to our inspectionReturn fees not covered by Fingerhut will be deducted from your credit based on the weight of the packageThe original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error." Due to extenuating circumstances, we advised Mr [redacted] that we would send return labels as a courtesy, even though the return was outside of our return policyReturn labels were sent on the following dates: January 19, 2016, February 4, 2016, February 11, and February 19, to the address we have on fileOn February 19, Mr [redacted] 's spouse spoke to a supervisor and requested packaging to return the patio set inWe have no way of providing packaging materials to return items in As a courtesy, we have issued credit for the remaining balance of $for the patio setMr [redacted] does not need to return the patio setThe credit will appear on a future billing statement Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/bw Initial Consumer Rebuttal / [redacted] (2000, 9, 2016/03/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your assistance into this matter as the refund is a fair solution

Initial Business Response / [redacted] (1000, 5, 2014/06/18) */ CONFIDENTIAL COMMUNICATION June 18, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms***, I am writing in response to the inquiry that we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit Account We want to ensure Mr [redacted] has the information that will provide him with a better understanding of his Fingerhut Account balanceAs a reassurance, our records back up his description of the Fingerhut merchandise ordered and charged on his accountHowever, Mr [redacted] 's account activity reflects additional charges, fees, and interest that have brought the account balance to its current amount The additional charges are for an insurance plan offered through [redacted] Benefits Insurance Services, Inc., one of our affiliated companiesIt is an "accidental death and dismemberment" plan underwritten by Hartford Life and Accident Insurance CompanyWhen a Fingerhut Account customer enrolls in one of our affiliates' plans, the charges are billed to the account and added to the total account balanceWe obtained a copy of Mr [redacted] 's Proof of Enrollment in the plan; it reflects he signed and dated it on October 2, 2013, consenting to purchase the coverage at the indicated rate and to have it billed to his credit accountPer that consent, the charges were billed quarterly in the amount of $33.00, and are clearly labeled on the billing statements for the months they are billedFor immediate assistance with any further questions regarding this plan, including cancellation, Mr [redacted] should call [redacted] directly at [redacted] Mr [redacted] can reference his policy number of [redacted] when speaking with them, also included in his statement in the billing description Mr [redacted] 's account also shows it has been assessed fees for SafeLine Account Protection PlusThis 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 existsMr [redacted] accepted SafeLine Account Protection Plus when he was approved for his credit account on November 22, He would have received terms and conditions at that time, as well as updated terms and conditions in November of when program enhancements were madeWe requested Mr [redacted] 's Proof of Enrollment in the programUnfortunately, due to a system security issue, we were unable to confirm his enrollment before responding to Mr [redacted] 's concernFor this reason, we have made an exception and credited Mr [redacted] 's account the total amount of SafeLine fees ever assessed in the history of the accountThis total amounts to $112.80, and Mr [redacted] will see the corresponding credit on a future billing statement The account's payment history indicates we are receiving weekly or b-weekly payments, and we appreciate Mr [redacted] 's diligence in this regardHowever, he should still be referring to his monthly statement to ensure that the payments made on a weekly basis add up to the minimum amount due and arrive by the monthly due dateUnfortunately, this is what has occurred over the past few billing cycles, and Mr [redacted] 's account has accrued several late feesBecause the account is now paid current and we have yet to make a one-time exception, we have credited the most recent late fee of $This credit will appear on a future billing statement Our customers are very important to us and we strive to assist and satisfy themI trust with this explanation and credits we have done so with Mr [redacted] Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ah

Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ CONFIDENTIAL COMMUNICATION August 27, Revdex.com of Minnesota Customer #: N/A [redacted] Mediation Coordinator SRiver Ridge Circle Burnsville, MN Re: [redacted] B [redacted] Case #: XXXXXXXX Dear Ms [redacted] We are writing in response to an inquiry received from your office on behalf of Ms [redacted] regarding her WebBank/Fingerhut Credit Account Ms [redacted] stated that someone ordered merchandise using her name and address from a catalog sent to her old address, but not her social security numberMs [redacted] also discovered that Fingerhut was reporting negatively on her credit report to the credit bureausMs [redacted] 's desired resolution is to remove the negative reporting immediately In researching Ms [redacted] 's account, a third party had opened a Fingerhut account in Ms [redacted] 's name and address, but used the third party's own social security numberThe information then was reported on Ms [redacted] 's credit reportOn March 11, 2014, the name on the account was changed to the correct party, but the credit bureaus were not updated On August 27, 2014, an electronic update (AUD: XXXXXXXX) was sent to the credit bureaus for deletionPlease allow to days for removal from Ms [redacted] 's credit report We apologize for the inconvenience this caused Sincerely, [redacted] VF/sjj

Initial Business Response / [redacted] (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, ***?" 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