Bluestem Brands

I had bought a pair of shoes, but they didn't fit rightSo, I sent them backThey stated that I owed them $6, so I sent them $They said I owed them $9.99, but the shoes were sent backI called them several times about the same issuesThey sent a replacement pair of shoes and refused them The shoes cost $originally and they sent me a refund check for $

CONFIDENTIAL COMMUNICATION March 23, 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 the inquiry we received from your office on behalf of Mrs [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms***'s account indicates she spoke with a representative on March 14, at which time an agreement to send a replacement was reached with Ms***The Chef's Mark cuft700-Watt Microwave Oven was purchased on April 10, and came with a one year limited warrantyThe extended warranty doesn't start until the limited warranty has expiredThe terms and conditions would have been explained in the information she would have received shortly after placing the order Our records indicate that a replacement of the Chef's Mark cuft700-Watt Microwave Oven shipped to her on March 14, with an expected delivery date of March 23, A postage paid label was also sent to her on March 14, Total customer satisfaction is a goal we strive daily to achieveWe will make note that Ms [redacted] did not receive a call back from a supervisor within the hour time frame and we appreciate her bringing this to our attention Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/jm

Initial Business Response / [redacted] (1000, 6, 2015/08/13) */ CONFIDENTIAL COMMUNICATION August 13, # [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 Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Our records indicate an order was placed on our website for a Ladies' 18K Gold-Plated Silver Class Ring Size and a Ladies' 18K Gold-Plated Silver Class Ring Size 1/for a total with shipping and handling of $In the description on our website for this item it states specifically: "Personalized items cannot be returned unless defectivePlease place your order carefully." Our return policy, also listed on our website as well as in our catalogs states, in part: "Personalized/customized products may be returned for credit if they are damaged or defective onlyExchanges are for the exact same item only, within days of purchase." As stated in her complaint, Ms [redacted] states she returned the items because she was not satisfied with the quality of the ringsWhen a customer returns an item, whether choosing "Quality" or any other of the provided reasons, it should not be assumed their return will be approved for credit or exchange--they must still also meet the conditions of the return policyWe received and processed the return of both rings on February 4, On February 5, a letter was sent to the address we have on file for Ms [redacted] , advising of our return policy on personalized items and that we would hold the items for daysIf she contacted us in that timeframe we would return the items to herThe letter also advised, if she did not want the rings returned, we would discard them but she would still be responsible for the charges based on our return policy for personalized itemsOn March 6, 2015, the rings were disposed of as stated in the letter we sent to Ms [redacted] Ms [redacted] had a previous balance on her account prior to the order for the rings of $1,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 did not find that a formal billing dispute was ever submitted to us about this matter, which we would have needed to adjust her monthly payment to reflect what was owed for the earlier purchases onlyAs Ms [redacted] remained obligated to make at least the minimum amount due, and because no payments have been received since March 27, 2015, we cannot remove the past due payment history that has been reported to the credit agenciesIt is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies The remaining balance on Ms [redacted] 's account is $as of the date of this letter Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/bw Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The beginning of their response is correct, I did understand "Personalized items cannot be returned unless defectivePlease place your order carefully." I also know that when a stone is not properly set, which was the case for both of these rings, that is a "Defective" product and should be treated as suchI did not feel that I should have to pay for these rings that were defective, so I packaged them up and returned them with a detailed letter stating what I felt was wrong with each ringAt no time did I feel they even took the time to consider the products defective and treat the returned products as such, their only concern was ensuring that I had to pay for themIf a ring is not put together correctly how can it be considered anything other than "Defective" Final Business Response / [redacted] (4000, 21, 2015/10/29) */ CONFIDENTIAL COMMUNICATION October 29, # [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 we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account As an exception we have credited the cash price of the rings in the amount of $(rings at $each).The original shipping and handling is non-refundable Ms [redacted] had a balance on the account of $1,prior to the rings being purchasedWe realize Ms [redacted] was likely withholding payment as a result of not initially receiving credit for the ringsThis was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debtNo late fees or interest charges will be credited As stated previously, we did not find any evidence of being notified of the dispute in writing, and Ms [redacted] remained obligated to make the minimum payment each month as shown on her statements and because no payments have been received since March 27, 2015, we cannot remove the past due payment history that has been reported to the credit agenciesIt is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies Please understand the credits issued have no bearing on Ms [redacted] 's charged off account status as a balance remains due to the other purchases madePlease allow 60-days for the account balance to update Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/bw Final Consumer Response / [redacted] (2000, 23, 2015/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept and appreciate Fingerhut giving me the credit for the items I returned, however, they have not given me a chance to pay them the remaining amount that I actually oweOnce I started my complaint through Revdex.com,they immediately closed my account and marked it as "Charged Off Bad Debt"and sent to a collection agencyI would like them to reopen the account so that I can "Only Pay Off What I Owe", I no longer want the ability to add purchases to my account, only pay monthly installments until paid in full minus the credit they are awarding me for both ringsI would really appreciate it if they were willing to remove the "Bad Debt" charged off label from my account that was created because of a miscommunication errorIf they would look back at my account, I was a good customer for nearly and 1/years that was never late with my payments until this incidentPlease consider my request, Thanks

Initial Business Response / [redacted] (1000, 5, 2016/03/10) */ CONFIDENTIAL COMMUNICATION March 10, 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 Our records indicate Ms [redacted] contacted Fingerhut on February 29, to place an order using a catalog that was mailed on January 19, As stated in the Blue Pages of the catalog under Prices "Prices and rates are good for days from the mail date of a catalog" We apologize but we are unable to honor the price of the crockpot that was offered in that catalog at this timeIf Ms [redacted] would like to place an order we advise her to call [redacted] or she may place her order online at www.Fingerhut.com We apologize for any inconvenience this may have causedThank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/KS

CONFIDENTIAL COMMUNICATION face="Arial" size="2"> July 22, 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 Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Mr [redacted] claims he ordered a mattress from Fingerhut, and within days the mattress was defectiveHe received a new mattress under warranty which was also defective, therefore, he requested a refundHe states he requested a supervisor call from Fingerhut but never received a return callThe only communication he has received from Fingerhut has been the billing statements each monthHe would like this removed from his credit report Our records indicate Mr [redacted] ordered a Serta Queen 18" Raised Airbed with Neverflat Pump with a Year Service Plan on October 15, We have no record of Mr [redacted] contacting us in regards to the returning the mattress, however at this time Mr [redacted] will not be able to return the product for a refundWe require returns to be made in accordance with our return policy, which states: “We will grant exchange or issue a credit for full cash price within days of receiptAfter days, we will no longer grant an exchange or issue a refundShipping and handling charges are nonrefundableComputers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash priceAfter that time we can no longer grant exchanges or accept returnsOther product concerns must be handled under the manufacturers’ warrantySoftware and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intactExchanges are permitted for the identical product only.” Mr [redacted] ’s Year Service Plan began on October 17, For assistance with this product Mr [redacted] should contact National Extended Warranty at ###-###-####His warranty contract number is [redacted] According to an account review completed on July 22, the bureaus are reporting accuratelyWe 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 Packet “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 At this time the current balance on Mr [redacted] ’s account is $A minimum payment of $is due by August 13, To make payment arrangements, he may contact of Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/KS

CONFIDENTIAL COMMUNICATION December 13, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, MN Re: Case # [redacted] – [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted] Ms [redacted] called to place an order after receiving a catalog offering free shippingThe representative advised the order was ineligible for free shipping as it was a “large bulky item”; Ms [redacted] saw nothing to this effect in the catalogShe also describes not being permitted to speak with a manager upon request, and once was told she would be transferred to one, but was transferred to a voicemail box insteadMs [redacted] requests improvement in customer service, including being allowed access to a manager, and to clearly state promotion restrictions, such as large bulky items not qualifying for free shipping We confirm that on November 29, Ms [redacted] placed a caorder for a LifeMax Multi-Function MachineThe representative applied promotion code ‘NC294’ for free shipping on orders of at least $50, which was advertised on Ms [redacted] ’s catalog coverA disclosure appeared immediately below the promotion code stating, “Offer ends 2/28/at 11:59pm CTSee inside for details.” The full details appear on the next page/inside cover under the heading “Promotion Codes” and state, in part, “Free shipping promotions are valid on standard shipping in the contiguous StatesNot valid on oversize items.” Records show that Ms [redacted] was correctly advised that the LifeMax Machine was an oversize item and so not eligible for free shippingDue to the order’s cost exceeding Ms [redacted] ’s $credit line, it was cancelled Ms [redacted] can check if an item is considered oversized or not, by referring to the ‘Blue Pages’ in her catalog which are referenced at the bottom of most catalog pagesThere is a box titled Shipping and Handling Rates that contains ship codes and ratesThere is also a paragraph titled Oversize Items which calls out which ship codes are oversizedMs [redacted] would be able to tell that the product she was trying to order was labeled as a ship code of O, and that corresponds with the ship codes called out as oversized in the paragraph Please also note that representatives are required to make a good faith effort to connect customers with a supervisor/manager upon request; if none are available, a supervisor callback procedure is in place to ensure contact is made as quickly as possible, preferably within hours of the requestRecords show that the representative attempted to reach a supervisor/manager, however, as none were available, Ms [redacted] was transferred to the supervisor voicemail boxIf she left a message but did not receive a callback, we apologize for any inconvenience it caused The free shipping promotion is still available should Ms [redacted] wish to use itShe may call our Order Line at ###-###-#### any time, or for assistance with anything else she may contact Customer Service at ###-###-####, 8:a.m– p.mCT, Monday – Friday Thank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/ah

Initial Business Response / [redacted] (1000, 5, 2014/05/16) */ CONFIDENTIAL COMMUNICATION May 13, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge Circle Burnsville, MN 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 FreshStart account On December 12, 2013, Ms [redacted] placed an order for two items on Fingerhut.com and made a $deposit per the requirements of our WebBank/Fingerhut FreshStart programOn December 16, 2013, she called our office and canceled the orderOne of the items was being shipped from another warehouse and we were unable to cancel the deliveryThe merchandise was delivered by Fto Ms [redacted] ' residence on December 24, 2013, but Ms [redacted] did not receive the package Ms [redacted] has requested that we refund her $deposit, credit the balance and remove the delinquency remarks from her credit report After reviewing Ms [redacted] ' account, we have fully credited the remaining balance of $All three credit reporting agencies have been updated with a zero balance and the delinquent remarks for March and April have been removedA request to refund her $deposit has been sent and Ms [redacted] should expect that check within thirty days We apologize for any inconvenience this issue has caused Ms [redacted] Sincerely, [redacted] Executive Care Team VF/ljg

CONFIDENTIAL COMMUNICATION Roman" size="3"> June 13, 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 the inquiry we received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Mr [redacted] states the teeth whitening system he purchased is not working correctlyHe states the on/off button is faulty and would like to return the product to Fingerhut Our records indicate Mr [redacted] purchased a Million Dollar Smile TrueWhite 7-LED Step Teeth Whitening System on May 28, On June 13, a prepaid postage label was mailed to Mr***Once we receive the return the item will be examined to determine if credit will be issued for the defect Mr [redacted] is claiming For future reference we would like Mr [redacted] to be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within days of receiptAfter days, we will no longer grant an exchange or issue a refundShipping and handling charges are nonrefundableComputers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash priceAfter that time we can no longer grant exchanges or accept returnsOther product concerns must be handled under the manufacturers’ warrantySoftware and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intactExchanges are permitted for the identical product only.” As Mr [redacted] is returning the teeth whitening system to Fingerhut he is still required to make the minimum payments due on his accountAt this time the current balance on Mr [redacted] account is $4,The estimated minimum payment due by July 18, is $The exact amount due will be shown on his billing statement which will be printed on June 22, If Mr [redacted] has any further questions he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/KS

Initial Business Response / [redacted] (1000, 5, 2014/07/14) */ CONFIDENTIAL COMMUNICATION July 11, # [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 the inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Per Ms***'s request, this account was previously closed on May 14, Additionally, we are required by federal law to retain all customer information in a secured fashion for five years after a credit account closesTherefore, we cannot remove Ms***'s personal information from our system as she requested Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ca Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is the reason for five years of stored information? That to me is far to long to hold someones infoOne year would be sufficientIf an account is closed, a new account would have to be opened...correct? Then I see no reason to hold someones infor that long

CONFIDENTIAL COMMUNICATION March 30, 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 additional inquiry received from your office on behalf of Mr [redacted] regarding his WebBank/Fingerhut Credit Account Mr [redacted] states he notified Fingerhut last year that he wanted his account closed because he couldn’t afford to make the paymentsMr [redacted] maintains Fingerhut keeps changing their policy and merely revoking consent is no help to himMr [redacted] states $a month is not affordable and he has called several times to tell Fingerhut he doesn’t have the money to pay the bill As stated in our previous response, Mr [redacted] purchased $1,in merchandise between May 25, and June 28, Three of the orders were purchased with deferred billingWhen the deferred billing on the purchases expired, the minimum due increased from $a month to 5% of the balance which was reflected on Mr [redacted] ’s monthly statements Based on Mr [redacted] ’s previous request, his account was closed on August 21, Any outstanding balance will continue to accrue interest and Mr [redacted] may be assessed late fees and his account is still subject to the original terms and conditions of the agreement No payments were received for September, October or November On November 23, Mr [redacted] agreed to a nine month reduced payment plan for $a month starting on December 2, with reduced interest (14.9%) and no late feesAccording to our records, Mr [redacted] made three payments for $on December 2, 2015, January 3, and February 2, Mr [redacted] contacted Fingerhut by phone on March 21, and requested that a cease and desist be placed on his account At his request, we have placed a cease and desist status on Mr [redacted] ’s account on March 21, No further call attempts will be made or written communication sent unless notified in writing to rescind the cease and desistA monthly statement will continue to be mailed If Mr [redacted] would like additional information he will need to revoke the cease and desist request in writing Thank you for the opportunity to explain Sincerely, Kari [redacted] Executive Care Team KD/lg Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ CONFIDENTIAL COMMUNICATION June 18, # [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 Our records indicate Ms [redacted] enrolled in SafeLine Plus Account Protection on January 1, at the time of placing an order on our websiteMs [redacted] would have received terms and conditions for her SafeLine Plus plan within 7-business days from the enrollment dateOn March 12, 2015, SafeLine Plus was cancelled by a SafeLine Service agent per Ms***'s request and a credit was issued for the last two SafeLine Plus charges totaling $On June 3, a credit for interest charges was also issued as an exception in the amount of $ Allow me to explain that SafeLine Plus Account Protection Plus is a program designed to help should experience a covered event like becoming unemployed, disabled, a major life event, or change in primary residence impact the account holderWhen a benefit application is received and approved, the plan will cover the current minimum payment due on a customer's credit account during a covered event for to months, depending on the benefitFor some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) provided all conditions are met The monthly fee for SafeLine Plus is $per $of the total balance at the end of each monthly billing cycleThis fee appears on each statement when there is a balance on the account being covered by the planIt is located in the fees section of the statement and would have appeared as early as her February 13, billing statement Customer satisfaction is very important to us and as such, 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." As a reminder to Ms***, SafeLine Plus charges are clearly labeled on every billing statementIt is the responsibility of our customers to review their billing statements each month regarding the charges and creditsIf our customers feel that there is an error in billing, we can review the error with our customer at that time Should Ms [redacted] have any concerns on her monthly billing statement our Customer Service agents are here to assist Monday - Friday, 8:AM - 8:PM at [redacted] No further credit can be issued for SafeLine Plus chargesThank you for allowing us to assist and explain Sincerely, Vi [redacted] Executive Care Team VF/bw

CONFIDENTIAL COMMUNICATION Roman" size="2"> August 10, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] – [redacted] , [redacted] I am writing in response to the inquiry we received from your office on behalf of Mr [redacted] regarding a WebBank/Gettington Credit Account In Mr [redacted] ’ inquiry he states he was overcharged for shipping and handling on his latest order and that we offer promotion codes and free shipping on our websiteHowever after opening the account, customers are no longer able to use the promotion codes or free shipping offersMr [redacted] also indicates he would like credit for the shipping and handling charge on his last order Our records indicate Mr [redacted] opened his Gettington Credit account in November of Since the account was opened there have been orders placedIn our review of Mr [redacted] ’ account we have found of the orders have had promotion codes and/or discounts applied to them Please understand that while some of our discounts may be offered to all customers via our website, we also offer discounts or promotions based on our customers order history, account activity, and shopping preferences to offer a unique shopping experience We sincerely apologize if Mr [redacted] experienced a problem while attempting to use a promotion code on our websiteWe have no record of Mr [redacted] contacting our Customer Service Department to report any difficulty with a promotion codeWe have confirmed there was a free shipping and handling promotion during the time Mr [redacted] placed his order, therefore, we have issued credit for the shipping and handling on the order he placed on July 21, in the amount of $Mr [redacted] will see the credit reflected on a future billing statement If Mr [redacted] has further questions or concerns he may contact our Customer Service Department at ###-###-#### Monday – Friday, 8:AM – 8:PM CT Thank you for allowing us to explain and assist Sincerely, Vi [redacted] Executive Care Team VF/bw

Initial Business Response / [redacted] (1000, 6, 2015/07/30) */ CONFIDENTIAL COMMUNICATION July 29, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] - [redacted] , [redacted] Dear Ms [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 Unauthorized account activity is a serious matter, and we take seriously Ms [redacted] 's claim that she did not authorize the order from June 23, that consisted of three items To assist Ms [redacted] in this regard, our procedures required that an affidavit of unordered merchandise be sent, and for her to complete and return the form to usThe affidavit was sent on June 25, when Ms [redacted] telephoned first notifying of the unauthorized orderWe received the completed form on July 13, and opened an investigation On the same date, a letter was sent notifying the claim was denied, as the results of our investigation showed that the order was shipped and delivered to Ms [redacted] 's address on file--and on her inquiry--of [redacted] ., Deltona, FL The letter further advised: "If you do not agree with what we found, please file a police reportPlease file a police report for unauthorized merchandise ordered in your namePlease mail a copy of the police report to...Fingerhut, [redacted] , StCloud, MN 56303." On July 17, Ms [redacted] telephoned and gave the phone agent permission to speak about this matter with her sonHe stated that they received the letter and indicated a police report could not be obtained given Ms [redacted] 's health issuesThe phone agent asked if he would be able to assist her with it, but he disagreed, stating a police report should not be necessary in resolving this matterHe then ended the call Please understand that a police report continues to be required, as per our Credit Risk Department's policy covering this type of situationWithout it, Ms [redacted] remains responsible for payment per the terms and conditions of the Agreement Sincerely, Vi [redacted] Executive Care Team VF/ah Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) These items were never ordered or received by me or anyone in my family I refuse to pay for something that I did not order or received plus I do not appreciate getting [redacted] by them at all hours of the night and day getting yelled at for contacting the Revdex.com.org on them and being told I have no right to report them at all and per their terms and conditions on orders how am I supposed to obeyed by them were I didn't order anything so how can I accept their terms and conditions where I never saw them in the first place Called the volusia sheriff explained to them what was going on they said that I'm not responsible for the items cause I didn't order or received that fingerhut was responsible where she never received order them they gave me an event number pXXXXXXXXX Final Business Response / [redacted] (4000, 11, 2015/08/10) */ CONFIDENTIAL COMMUNICATION August 10, # [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 we received from your office on behalf of Ms [redacted] Please understand that our Payment Department will phone customers with payment reminders when a payment is not received by the due date or if it is below the required minimum dueAs a courtesy, we have placed a hold on Ms [redacted] 's account so that reminder calls will cease for days, as of the above date We realize Ms [redacted] asserts that she has not yet received the account terms and conditions, but does confirm that she authorized opening the account: "I never received my fingerhut card when I opened the account..." While we can send Ms [redacted] another copy of the terms, it does not deviate from the fact that she agreed and became subject to them upon accepting the credit offer and opening the accountThis is true whether she applied via phone, on the website or by regular mailA copy of the terms are included along with this letter Please also understand that applying our policies consistently and equally to all customers is among our top prioritiesAs with any other customer with similar circumstances, Ms [redacted] will need to provide a police report for unauthorized merchandise ordered in her name before we can investigate and/or remove the disputed charges To expedite, she may fax the police report to [redacted] , Attn: Andy or send regular mail to [redacted] ., StCloud, MN Having provided all information available to us, we consider this matter closed Sincerely, Vi [redacted] Executive Care Team VF/ah

CONFIDENTIAL COMMUNICATION size="3"> Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Ms [redacted] Case # [redacted] Dear Ms [redacted] , We are writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists As of November 15, 2016, we have removed Ms [redacted] from all our Family of Brands mailing and rental listsPlease be advised the catalogs are preprinted three months in advance, please allow to weeks for them to discontinue If Ms [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time Thank you for allowing us to explain Sincerely, Denise [redacted] Executive Care Team

Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ CONFIDENTIAL COMMUNICATION August 6, # [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 the inquiry that we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Mr***' s account reflects an order for a Leggett and Platt Twin/Full Bed Frame, a Hillsdale Tiburon Bed Set - Queen, Lasko 36" Tower Fan's with Remote, a Lasko Wind Curve inTower Fan and a Diamond Loft Mattress Pad - Queen was placed on June 19, Mr [redacted] states he had a deferred payment offer from us for "no payments until September, 2014" for this orderWe show this order was placed on our website and Mr [redacted] would have been prompted at "order checkout" to enter either a catalog number or promotion code before our system could apply the deferred payment offer to the orderMr [redacted] spoke to one of our customer service representative on June 19, and was given the catalog code to use when entering his order so the payment deferment would be applied to his order Mr [redacted] spoke to one of our representatives after he placed the order and cancelled one of the Leggett and Platt Twin/Full Bed Frame's and an order for a Queen Bed Frame was placed on June 20, via our website Mr [redacted] contacted us again on June 27, to inform us he was missing screws and brackets, a request were completed this same day to send Mr [redacted] his missing parts Our records indicate that Mr [redacted] contacted us on June 25, to inform us that the deferment was not applied to his orderUnfortunately, Mr***'s account was not handled correctly and the deferment was not processed correctly causing his account to fluctuate in balance Mr [redacted] received collection calls because a payment was not received on his accountUnfortunately, our collection representatives do not have the capability of transferring to a customer service supervisorMr [redacted] was informed during these calls that he needed to contact customer serviceOur records also indicate that Mr [redacted] called into our collections department and was also told that he would need to contact customer service to speak to a customer service supervisor We complied with Mr***'s request and made the necessary adjustments to the accountTo confirm, the deferred payment has been successfully applied to the order, and Mr [redacted] will not need to make any payments towards the order until October of After careful review of Mr***'s account, our records indicate that no negative information was reported to the credit bureau regarding his account in relation to this matter I have mailed under separate cover a $Discount Coupon for Mr [redacted] to use towards a future orderI hope that he will accept this coupon with my sincerest apologiesFingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordinglyWe apologize if we have fallen short of Mr***'s expectations Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/ca

May 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 Ms [redacted] regarding her WebBank/Fingerhut Credit Account Ms [redacted] states Fingerhut processed a payment for $on May 15, without her authorizationMs [redacted] further states she called Fingerhut on May 16, to inquire about the payment, but was not able to get any details Ms [redacted] is requesting a refund for $and an explanation of who authorized the $payment to process on May 15, According to our records, Ms [redacted] called Fingerhut on April 29, to make a same day payment for $with an American Express CardMs [redacted] provided the new card information and agreed to the payment authorization read by the agent After carefully reviewing the call recording dated April 29, 2016, we can verify that Ms [redacted] authorized two additional future payments for $206.00; one on May 15, and the second on May 31, The payment scripting was read by the agent and Ms [redacted] gave her verbal authorization to schedule the payments A letter confirming the two scheduled payments was mailed to Ms [redacted] on May 3, The payment for $processed successfully and brought Ms [redacted] ’ account currentThere are no remaining payments scheduled and the American Express card used for the payment in question has been disabled Fingerhut is unable to honor Ms [redacted] ’ request for a refund because she gave verbal authorization to schedule the paymentMs [redacted] may contact her bank if she chooses to request a payment reversal Thank you for the opportunity to explain Sincerely, Kari [redacted] Executive Care Team KD/lg [redacted]

CONFIDENTIAL COMMUNICATION March 23, Revdex.com of Minnesota Attn: [redacted] SRiver 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 Credit Account and related SafeLine Account Protection Plus plan (SafeLine Plus) Our records show that Ms [redacted] elected to enroll in SafeLine Plus on December 20, while completing an application for credit on the Fingerhut websiteThis is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account; the monthly fee is $for every $of the credit account statement balance and is disclosed in the "fees" section of the customer's monthly statement Since early 2014, Ms [redacted] has opened multiple separate benefit claims with SafeLine and its various categories of covered life eventsWhile Ms [redacted] does not specify any one claim in particular or a timeframe in which her credit reporting was affected, we received and reviewed all of SafeLine's records for Ms***'s recent benefit claimsWe found that, with each benefit, there was a common occurrence in which SafeLine received insufficient documentation back from Ms***, and they had to send additional correspondence and make additional attempts to receive the proper proof that was needed to approve the benefit Ms [redacted] recently initiated claims for: "Life Event - General" on November 23, "Life Event - Care for Spouse/Family Member" on January 8, "Life Event - Change of Primary Address" on January 8, "Life Event - Reduction in Work Hours" on January 16, 2016, and another "Life Event - Care for Spouse/Family Member" on February 10, For the first benefit claim, Ms [redacted] returned documentation to SafeLine indicating she wanted to open a benefit for "college graduation"On December 16, a letter of benefit denial was sent because graduation from schooling is not a covered life event per the SafeLine contract termsFor the second benefit claim, Ms [redacted] returned a completed application, but it did not include proof of expenses for her care of a sick spouse/family memberOn January 20, 2016, SafeLine sent a letter requesting the missing information and stating that, without it, no benefits could be approved Her third benefit claim was approved, and she received one monthly benefit payment which posted to her account on January 19, for $This was the maximum number of benefits allowed for the "change of address" event type per SafeLine's contract termsHer fourth benefit was also approved, on March 3, 2016--after Fingerhut waited for an extended period to receive additional documentation from Ms***She did meet the eligibility requirements for the "reduction in work hours" benefitTo date, this benefit has paid a total of $($plus $73.02) to Ms***'s account, which represented the current minimum payment due for the months of January and February during which time the event occurredThese two benefit payments posted to her account on March 3, Ms***'s fifth and latest benefit claim she initiated was approved on February 23, when SafeLine received documentation to substantiate her care for a sick spouse/family memberTo date, this benefit also has paid a total of $($plus $73.02) to her account, as it represented the current minimum payment due for the months of January and February during which time the event occurredThese two benefit payments posted to her account on February 23, Please be advised that in all correspondence SafeLine sent Ms***, it was clearly stated that she remained responsible to make her monthly payments until she received notification from them that a claim was approvedHowever, when the above referenced benefit payments posted to her account due to her claims being approved, the late fees from January and February were credited as a resultThese credits are reflecting on Ms***'s statement dated March 7, We reviewed the credit reporting of Ms***'s account and maintain that it has been reported accurately We cannot revise any past reporting information to the credit bureaus for the reasons stated above, and because we are required by law (Fair Credit Report Act) to furnish accurate reporting Thank you for allowing us to explain Sincerely, Kari [redacted] Executive Care Team KD/lg

Initial Business Response / [redacted] (1000, 6, 2014/12/29) */ CONFIDENTIAL COMMUNICATION December 29, # [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 that we received from your office on behalf of [redacted] regarding the order cancellation on her WebBank/Fingerhut FreshStart Credit Account According to the notes on the account, the order was cancelled at the request of Ms [redacted] on October 27, I have listened to the calls in questionI apologize to Ms [redacted] if she was dissatisfied with the service that was provided to her at that timeIt is our goal to provide each customer with an exceptional Customer Service experience According to the call recordings, Ms [redacted] spoke to a senior agent on December 14, who correctly advised that it is our policy to mail down payments back to our customers in the form of a check at their requestAt that point, the Ms [redacted] stated she understood and disconnected the call without requesting the refund Because of the misunderstanding, I have made an exception to our policy and had her $down payment refunded directly to her debit card ending in [redacted] on December 23, The credit should be visible within 3-business days of that date Thank you for allowing us to explain Sincerely, [redacted] Executive Care Team VF/jw Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/01/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not disconnect a call without requesting a refundI was hung up on by two representativesThe one person I was able to speak with was very clearly informed that I was calling regarding receiving a refundWhy would I go through the aggravation of calling several times and asking to speak to a manager only to forget about the refund? This response makes no senseThe whole purpose of my phone calls AND EMAILS was to receive a refund for money that never should have been taken out of my account The company did finally refund my money MONTHS after it was taken out of my accountMoney that never should have been taken out of my account to begin with since the order had been cancelled and never shipped

Initial Business Response / [redacted] (1000, 5, 2014/04/04) */ CONFIDENTIAL COMMUNICATION April 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 the inquiry that we received from your office regarding [redacted] Our records indicate that an order was placed on October 22, via our website for the Samsung Galaxy 10.1" Tablet with Google Play Our records also indicate that the Samsung Tablet was returned and received by us on December 16, It is noted on Mr [redacted] 's WebBank/Fingerhut Credit Account that the return was received on December 16, with a shattered screen On December 17, 2013, a letter was mailed to Mr [redacted] stating that we would not issue credit for the return and that we would hold the Samsung Tablet until January 17, and we would dispose of it on that date if Mr [redacted] did not contact us to return the item to him On December 24, 2013, Mr [redacted] contacted us indicating that he wanted the Samsung Tablet returned to him Mr [redacted] contacted us on January 27, stating that he had received the Samsung Tablet and the condition that it was inAs stated above, when we received the Samsung Tablet return, the screen was shattered When Mr [redacted] spoke with our Customer Service Representative on January 27, 2014, she advised Mr [redacted] that he could return the Samsung Tablet for credit as an exceptionA Postage Paid Return Label was mailed to him on January 30, for the return Because Mr [redacted] was advised that he could return the Samsung Tablet and a return label was mailed to him, I have credited his Fingerhut Credit Account for the return as well as the accrued interest chargesHe will see the credits on his April 9, monthly billing statement For future reference, our return policy is located in our catalogs, on our website and on the back of our packing slips Our return policy states: "We will issue an exchange or refund for most items returned in new condition within the days of receiptNo returns will be accepted after the day home trial period without prior authorization from FingerhutReturns accepted after the day home trial period may result in prorated cash or credit adjustments based on the age and condition of the productReturns 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." Music, movies, video games, and software must be returned unopened with the factory seal intactExchanges are permitted for identical product onlyComputers, camcorders, digital cameras, electronic games, air conditioners, Holiday decorations, heaters and generators must be returned within the day home trial period I sincerely apologize for any confusion this matter may have caused Thank you for this opportunity to assist and explain Sincerely, [redacted] Executive Care Team VF/tas

CONFIDENTIAL COMMUNICATION July 20, Revdex.com of Minnesota # [redacted] Attn: [redacted] SRiver Ridge CirBurnsville, 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 recent credit line change on his WebBank/Fingerhut Advantage Credit Account Mr [redacted] states his credit limit had been as high as $but has since been reduced He claims this could have been done by a supervisor as it coincided around the time of their conversationHe is requesting his credit limit be restored to $as before Please understand that in the contract agreement terms and conditions Mr [redacted] agreed to upon accepting our credit offer and opening his account, under the section titled “Available Credit,” it states, in part: “We may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without causeWe will provide notice to you to the extent required by applicable law.” Any reduction, increase or other change to a line of credit is the result of ongoing, systematic monitoring of account activity data, such as payment history for exampleThis information may pertain to the Fingerhut credit account as well as a customer’s credit history as a whole As a result of this process, on July 6, 2016, Mr [redacted] ’s credit limit was reduced from $to its current limit of $The order he placed on the same date for a Sony PlayStation Console with game was cancelled by us as the cost exceeded Mr [redacted] ’s updated credit limitOn July 7, 2016, a letter enumerating the detailed reasons for our decision to reduce the credit limit was sent to Mr [redacted] He should allow a few more days to receive this letter if it has not yet arrived We are unable to change his credit limit at this time, but accounts are reviewed up to ten times a year, and should Mr [redacted] again qualify for an increase, he will be notified accordingly by email or regular mail Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/ah