Dell Financial Services Limited

DFS re-presented the debit for the same amount according to the CPA rules.  Please see the table below and attached indicating the dates of the rejected payments and the date DFS re-represented the payments.payment date   re-representdate 6/28/2014         7/28/20147/28/2014         7/30/20149/28/2014         10/20/201411/28/2014        12/4/2014Thank you

Complaint: [redacted]
I am rejecting this response because:
It was a well designed cheating jointly made by Dell Canada and Dell Financial Services.  Companies that cheats make out the contracts according to their plans and not every consumer can hire a lawyer to verify the contracts.
Please refer the 4th paragraph in their response to my complaint ( letter dated July 13, 2015).  There was a special financing promotion and I purchased the computer online based on the promotion responding to their advertisement.  I have been asking them in my earlier direct communication with them to give me the copy of that advertisement.  I bought it in good faith and Dell Canada and DFS lured me to sign a contract with different proposition.  I would also like to inform about the huge amount of complaints of similar nature against Dell Financial Services in consumer affairs forum ( [redacted] ).
I want Dell Financial Services to stop taking money from my account and refund the excess amount collected so far.
Regards,
[redacted]

Tell us why here...[redacted] is a Dell Financial Services (DFS) customer since 2009. Mr. has entered 3 installment loan agreements with Dell financial services.  These installment loans were signatureless contracts were [redacted] agreed to the terms by providing a passcode online or to the...

sales rep to be entered on the contract.  A copy of these installment loans were sent via email and mail. In April 21, 2009 a Dell Preferred Account (DPA) was set up.    The DPA was set up with the purchase of order #[redacted] - STUDIO 1737, INTEL CORE 2 DUO T6400 in the amount of $1,119.99 and order # [redacted] in the amount of $ 83.99 - V450 NANO CORDLESS LASER MOUSE.  This agreement was also a signatureless agreement were [redacted] agreed to the terms and conditions by providing a passcode.  A copy of the term and conditions of the DPA was email and then mailed to the client.  There is provision in the terms and conditions for the client to allowing the customer to reject the agreement after receiving and reading it.  The client has 24 hours to cancel. Our records do not indicated reception of any request from [redacted] rejecting the terms and conditions of the DPA.  Subsequently two additions have been done in 2009 (order # [redacted] - KNIGHT RIDGER GPS PORTABLE CAR NAVIGATION $259.89, order # [redacted] - [redacted] UFC: UNDISPUTED XBOX 360 $67.) and more addition were to the DPS was done in 2010 (order # [redacted] - PLAYSTATION 3 250 GB PS3 $620.34).With our installments, there are no statements mailed to the client, since the monthly payments are fixed on the agreed contract but with the DPA, a statement is mailed monthly.  The statement outlines, the balance on the account, the monthly payment, the remaining balance, the date the payment will debited from the provided bank account, to name a few items on the statements.  Also, everytime an addition was done to the DPA, the purchase was clearly outlined on the next statement, showing amount and date of purchase.Since 2009, our records do not indicate at any time, [redacted] have contacted DFS to dispute the type of the agreement set up for his purchase on April 21, 2014 was set up incorrectly.Also, our records do not indicate that the statements mailed to the client were returned to us undeliverable.The client has had numerous occasions to reject the terms and did not do it.  The statements mailed to the client’s home address could have also raised questions or generate call to our customer service center but no records of any dispute raised.  Unless [redacted], has some written documentation verifying his statement, we do not have any reason to believe that he was misled into believing he had an installment loan.

Complaint: [redacted]
I am rejecting this response because I have made many attempts in the last three months to make payment arrangements to bring account back into good standing and now because Dell Financial has outsourced the account to an external collection agency they are now playing games like but not limited to falsifying past records of account, upon calling in transfering back to automated system, transfering to random departments, and hanging up the call.
I would like to make payment arrangements with DFS directly, as they may not be taking this account seriously but I want to get it out of past due status and back into good standing that is good for both parties to promote a good business relationship and not tarnish DFS reputation.
Regards,
[redacted]

[redacted] July 22, 2015 To: Central TX Revdex.com Consumer: [redacted] Revdex.com CASE#: [redacted] Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have their concerns addressed to their satisfaction. We regret that [redacted] did not agree with the information previously provided to her. Please understand though that the information was accurate. [redacted] has a total credit limit of $1800 with Dell Financial Services (“DFS”). Please note that repeat purchases cannot be placed on an installment contract, therefore when [redacted] contacted Dell in regards to making an additional purchase in May she needed to open a new account. At that time her Dell Preferred Account (“DPA”) was opened. As [redacted] pays down the balance on her two accounts, her available credit will increase, up to $1800. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services

Dell Financial Services Canada provides installmentloans to enable customers to finance their purchases of computers and otherequipment from Dell Canada.  Under our installment loan contracts,customers are required to make monthly payments.  Our contracts providethat the...

customer will pay his/her required monthly payment by way ofpre-authorized debit from his/her bank account.  We debit our customers’bank accounts in accordance with our contracts and in compliance with the rulesof the Canadian Payments Association that apply to pre-authorized debits (the“CPA Rules”).  When a pre-authorized debit is rejected by a payor’s bank,the CPA Rules allow us to re-present the debit for the same amount one moretime within 30 days of the first attempt.  A customer may avoidnot-sufficient funds (NSF) and bank overdraft fees by ensuring that therequired payment amount is in his/her bank account on each payment due date. If requested by a customer, we would consider changing the customer’spayment due date to another day of each month (for example, so that the paymentdue date would fall on or immediately after the customer’s payday or other daywhen funds will be available in the customer’s bank account).

Please see the attached letter, along with a copy of the contract and transaction history.
 
Dear Revdex.com Representative: 
Verdana;">We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that her Dell Preferred Account (“DPA”) balance is much higher than expected and that this is due to items placed on her account without her authorization. She also states that only eight dollars per payment is being applied towards principal. Records indicate that on August 17, 2011 Ms. [redacted] applied and was qualified for a DPA with a credit limit of $2500.00 and an Annual Percentage Rate (APR) of 28.99%. After applying for the DPA and upon approval, Ms. [redacted] was advised that she was approved for the DPA. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time her application for credit was approved. Please reference the attached copy of Ms. [redacted]’s DPA contract. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $459.55. Records indicate that three additional purchases were made on January 24, 2012 in the amount of $230.50 (note that a credit was applied towards the DPA for this purchase in the amount of $38.41) and August 26, 2012 in the amounts of $100.65 and $737.43. Please see the attached transaction history that we have included for reference. Please note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Instructions for changing the Pre-Authorized Payment Plan are on the back of Ms. [redacted]’s billing statement. DFS records indicate that all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account, therefore we must respectfully decline to refund her for the additional purchases made to the account, and to consider the account paid in full. As of the date of this letter, Ms. [redacted]’s Dell Preferred Account balance is $1191.74. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Regarding Ms. [redacted]’s contention that there were purchases applied to her account that she did not authorize, please note that DFS maintains policies and procedures to detect and prevent fraud and identity theft. There was no fraud suspected at the time any of the purchases were made to her account. If Ms. [redacted] feels that any of the purchases made to her account were the result of fraudulent activity we ask that she contact our Fraud department at ###-###-#### so that they may conduct a proper investigation into her claim. We hope this letter, along with the attached documentation helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services

Please see the attached response.
 
Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the...

Revdex.com. In her complaint Ms. [redacted] states that she paid her account in full however she is receiving Collection calls regarding an outstanding balance. We apologize for any frustration Ms. [redacted] may have experienced in regard to this issue. Please be advised that Dell Financial Services (“DFS”) was unable to locate an account for Ms. [redacted] using the information provided to the Revdex.com. We ask that Ms. [redacted] provide an account number or any other information associated with her account that may help us locate it and assist with this issue. She may send this information through the Revdex.com, or she may send it directly to me using my contact information below. We regret any inconvenience this matter may have caused to Ms. [redacted] and thank her for bringing this matter to our attention. Sincerely, [redacted] Executive Services Dell Financial Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and note that it is correct, and that this issue has been resolved satisfactorily.
Regards,
[redacted]

Hi,
 
The TLC THE LAND CONSERVANCY OF BRITISH COLUMBIA had 3 active contracts with Dell Financial Services booked in 2011
 
As per the company request the pre-authorized payments have been turned off and the contracts were switched to invoicing for the client to...

mail cheques for the monthly payments.  The client mailed all payments cheques to Dell Canada Inc.  Since Dell Canada Inc. and Dell Financial Services have different accounting department, these payments were not posted on their Dell Financial Services contracts instead the funds stayed with Dell Canada.
 
 
As a result of payments not being received by Dell Financial, normal collection activities were initiated for all contracts in arrears.  One of the contract was transferred to a third party collection agency per our procedure.
 
The collection team worked with the clients to locate the funds at Dell Canada Inc.  All funds were located and transferred to Dell Financial services and posted to the contracts.
 
As it stands, two contracts are now disposed after all payments were posted and the third one is in good standing.
As a courtesy, Dell Financial waived all late fees.  Dell Financial has also communicated to the client to ensure that all payments due to Dell Financial services are mailed to DFS payment address as stated on our invoices.
 
Dell Financial considers this issue resolved to the customer’s satisfaction.

Addition to Complaint ID: [redacted] Was promised a refund on 07/29/2014. As of 08/08/2014 no refund has been received for an over debit of my account of $30.98 . I re-called to request the refund and...

was told that the account was "over looked". They have now had 2 full business weeks to process my refundI would like my money refunded! If my payment was late, Dell would be charging me almost 25% interest. It would be nice if in turn, I would be given the same interest rate on the monies they took without authorization. I would also like an apology and acknowledgement of the situation.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me.
Too bad I still never got my simple apology from DFS for their mistake
Regards,
[redacted]

Contract # [redacted] has been disposed.  A credit in the amount of $2805.18 was received for the return of equipment (Dell Precision M3800) under Dell Order #[redacted]on June 5th, 2014.  This credit was applied to the contract and there are no other amounts owing.  A...

payment of $86.85 was withdrawn on June 1st before the contract was disposed, it will be returned to the client via cheque.  Due to systemic constraints, we are unable to electronically reverse any automatic payments to the bank.   Cheque # [redacted]3 was issued on July 10th and mailed to the address listed on file.
 
This account is closed and there will be no further attempts to withdraw monthly payments.  Dell Financial Services did not report this credit line to the Canadian Credit bureaus so there will be no effect to the client’s Credit history.
 
We do apologize for any inconvenience experienced through this process.  For any questions, the client has been provided with a direct contact name and phone number for Dell Financial Services.

Complaint: [redacted]
I am rejecting this response because:As said before and providing proof, I Have 2 (two accounts) with a credit limit of 1,800.00 on each. The rebuttal letter even admitted this! I again was told to "re apply" which I have already done twice (2 times) now and was approved. Therefore if I apply a third time and am approved I will be given yet another third account (3). And will not be able to use that one either. 
 
Regards,
[redacted]

On the 10/28/2014 there were two withdrawals:- The regular monthly payment with no return- A manual pre-authorized payment processed by our Care team as per the customer’s request (agreement made with the customer on the 10/23/2014 on the phone). The September payment was processed on the 28th with no return.Thank you

Ms. [redacted] N [redacted] has a Dell Preferred Account with Dell Financial Services. The payment is due every month as per the terms and conditions of the contract, is to be paid by pre authorized debit from Ms. [redacted] bank account. The payment due on 06/21/2014 was rejected by the customer’s bank....

As per our procedure, the telephone number on file was added automatically to our auto dialer in an attempt to reach out to the client and resolve the past due. It is common practice to call more than once a day in effort to
reach the client and work out a resolution.  Per our records, the most attempted calls in day to reach Ms. [redacted] were 6. On June 26, a voice message was left by one of our agent.  Ms. [redacted], called us back on June 30, she authorized the direct debit of the past due amount and the calls ceased. 
We consider this issue as resolved.

Complaint: [redacted]
I am rejecting this response because:
although I appreciate the goodwill gesture, the reasons are several:
1. the credit was 80.00 plus taxes. this in itself reduced the cost of the computer to 589. approx.  this did not change the amount of the loan, Which by the inference of 80.00 plus taxes meant the loan should have been adjusted, but it was not. I am paying interest on the credit.
2. I did not receive an email informing me the credit had been applied nor that my payments were adjusted as a result.
3. I did receive a message with DFS, with an extention, which I tried several times to call, to no avail. In the message I was told the gal would call back..She never did.
4. At this point the delay in calling me back as I could not reach via the extention # given, I prefer all correspondence in writing, as not one person has kept their word.
5. As the loan amount was not adjusted, but the monthly payout was reduced speaks of bad faith. The credit of 80.00 plus taxes implys a reduction in the cost of the computer. which lowered the monthly payments.  I'm perfectly happy to pay the interest and monthly obligations on the loan of 589.00. This was the spirit of the credit. That I was paying interest on a loan of 681. and not 589.00  This is the point ignored by the response.
Regards,
[redacted]

Ms. [redacted] has a 48 month Installment Loan with 12 months deferred interest account with Dell Financial Services (DFS). She sent 3 money orders addressed to Dell Canada not Dell Financial Services. When the customer realized the funds were not applied to her DFS account she contacted our...

DFS customer care department in mid-April 2014 and was advised that in order to locate the funds copies  of the money orders will be required. The client did not send the copies of the money orders as requested but instead provided the receipt for the money orders.  Unfortunately, without the copies of the money orders, Dell Canada was unable to locate funds. 
Dell Financial Services finally received the copies of the money orders from the client in June 2014.  The funds were then located by Dell Canada and transferred to Ms. [redacted] DFS account.  On the July 8th 2014, a last payment in the amount of $27.62 was withdrawn from the client’s bank account. 
The account is now current, nothing outstanding.

Hi Revdex.com,
We spoke to Mr. [redacted] and brought back the account from the third party collections agency to DFS.
Payments arrangement were made and the account is now current.
We believe that this issue was resolved to the customer's satisfaction.
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Thank you

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]