Dell Financial Services Limited

July 13, 2015 To: Central TX Revdex.com Consumer: [redacted] Revdex.com CASE#: [redacted] Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint [redacted] states that she was unable to make a recent purchase although she has $1531.63 in available credit. Records indicate that [redacted] opened a Dell Preferred Account on May 13, 2015. [redacted] applied and was qualified for a Dell Preferred Account with a credit limit of $1800 and an APR of 28.99% at the time of credit approval. Please note that on April 14, 2015, prior to the opening of her Dell Preferred Account, [redacted] made a purchase under an installment loan in the amount of $1497.40. As of the date of this letter the remaining balance on [redacted]’ installment loan is $1469.36. [redacted]’ remaining DPA balance is $293.37. Although it would appear that [redacted] has $1506 in available credit on her DPA, please understand that the installment balance is counted against [redacted]’ total credit limit of $1800 therefore bringing the available credit to $37.27. We regret any inconvenience this matter may have caused to [redacted]. We hope this letter 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

Please see the attached response.
[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.]
Dear Revdex.com Representative:  font-size: 11px;">We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that at the time of his purchase he was under the impression that he was opening an installment loan and not a revolving account. Records indicate that Mr. [redacted] applied and was qualified for a Dell Preferred Account (“DPA”) on April 20, 2010. At the time of credit approval Mr. [redacted] was approved for a Dell Preferred Account with a credit limit of $2500.00 and an APR of 28.99%. After applying for the Dell Preferred account and upon approval, Mr. [redacted] was advised that he was approved for the Dell Preferred Account. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of his approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $623.48. At that time as well an automatic payment was set up with Mr. [redacted]’s authorization to withdraw the minimum payment due each month from his bank account. Mr. [redacted] has the option to change this amount at any time if he chooses by contacting customer care by phone at ###-###-####, or doing so online by going to Dellfinancialservices.ca and setting up an online profile. Please be advised that we have reviewed the special financing promotions from April 2010 and there were three available, however none that included an Inspiron 1545 system, which is what Mr. [redacted] ordered. Mr. [redacted] had the option to open a DPA or an installment loan for his purchase. Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise Mr. [redacted] when the account will be paid in full. Unlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain term. There is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. The customer can reduce the account balance faster by making payment larger than the minimum amount due. If the customer pays only the minimum payment amount due each month, the account balance will decrease at a slower rate than if "extra" payments are made against the balance. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” Page 2 In reference to Mr. [redacted]’s contention that he hasn’t received monthly billing statements, please understand that all mail ceased to be sent in December 2010 due to previous mailings being returned. Mr. [redacted] contacted DFS on September 29, 2014 regarding not receiving billing statements and his address was updated at that time to the one that he provided to the Revdex.com, and billing statements were once again mailed out. Please note that there is no record of Mr. [redacted] contacting DFS prior to September 2014 regarding not receiving billing statements. DFS records indicate that all fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account. As of the date of this letter, Mr. [redacted]’s Dell Preferred Account balance is $397.96. The last payment was received on June 14, 2015 in the amount of $15.00. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We regret any inconvenience this matter may have caused to Mr. [redacted]. We hope this letter 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

Complaint: [redacted]
I am rejecting this response because: We were emailing back and fourth, I last sent an email on Friday and have yet to receive a response back! I was told I had two accounts with a credit limit of 1,800.00 on both? not sure as there may be a language barrier. As the Revdex.com can clearly see there is an available credit of over 1,500.00 that Dell is denying I have even though my account clearly states different.
Regards,
[redacted]

We tried several times to reach the client to discuss and propose a partial interest waiver as a goodwill gesture. The client is not available.Please see below the attempt made by our resolution specialist. 01/09/2015 – 05:54 pmCalled and left voice message inviting customer to call our resolution specialist on direct line.01/12/2015 – 06:59 pmCalled - number not in service.                                    ...⇄ 01/13/2015 - 01:15 pmCalled number not in service – sent email to the client inviting him to call our resolution specialist on direct line01/13/2015 - 02:54 pmThe client replied back by email that his phone service was interrupted for a couple of day and will call us back. An answer has been sent to the customer to reassure him and let him know that we are waiting for his call.01/20/2015 – 12:47 pmCalled the client and left a voice message, sent email to the client to invite him to contact our resolution specialist on direct line.01/21/2015 – 05:56 pmCalled the client and left a voice message.01/22/2015 – 10:54 amCalled the client no answer no voice message left. The client has all our details, he can contact us or our resolution specialist at any time to discuss and resolve.

July 09, 2015 To: Central TX Revdex.com
11.6pt;">Consumer: [redacted] Revdex.com CASE#: [redacted] Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint [redacted] states that she has been making payments towards her Dell Preferred Account (“DPA”) for five years however her balance has not decreased. Records indicate that [redacted] opened her Dell Preferred Account on April 20, 2010. [redacted] applied and was qualified for a Dell Preferred Account with a credit limit of $3500.00 and an APR of 28.99% at the time of credit approval. After applying for the Dell Preferred account and upon approval, [redacted] was advised that she was approved for the Dell Preferred Account. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to [redacted] at the time her application for credit was approved. Please note that DFS is unable to change the terms of the DPA, per [redacted]’s request. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $134.39. There were then four additional purchases made between July 2010 and October 2010, totaling $1067.44. After reviewing [redacted]’s payment history, DFS finds that on twelve occasions her payment was returned due to insufficient funds. This resulted in a $25 insufficient funds fee on each occasion, totaling $300.00 in insufficient funds fees. Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise [redacted] when the account will be paid in full. Unlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain term. There is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. The customer can reduce the account balance faster by making payment larger than the minimum amount due. If the customer pays only the minimum payment amount due each month, the account balance will decrease at a slower rate than if "extra" payments are made against the balance. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” In reference to [redacted]’s contention that she hasn’t received any mail regarding her account, please understand that all mail ceased to be sent on October 09, 2010 due to previous mailings being returned. DFS tried on multiple occasions to reach the customer in order to update her address but was unable to reach her. Records indicate that [redacted] did not contact DFS until June 16, 2015, at which point her address was updated to the one matching what was provided to the Revdex.com. Beginning with her July 21st billing statement, [redacted] will be sent mail once again. Page 2 DFS records indicate that all fees assessed to [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account. As of the date of this letter, [redacted]’s Dell Preferred Account balance is $1079.60. The last payment was received on June 19, 2015 in the amount of $32.67. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter 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

Complaint: [redacted]   I am rejecting this response because: The response received from Dell is unacceptable and untrue, the dates of the purchases do sound correct. Purchasing my computer from Dell in the amount of 1,469.36 I was approved for the listed amount and given an account [redacted] with a credit limit of 1,800.00.   After this purchase through Dell I then realized I needed a few extra computer supplies (computer didn't come with a CD/DVD drive etc) and proceeded to purchase those through Dell at a later date, At that time I needed to reapply for credit all over again in order to make my purchase which I did and was approved again account #[redacted] for 1,800.00 and only purchased 293.37 worth of stuff with a credit remaining on this account of 1,506.63. As you can clearly see I was given two accounts with a 1,800.00 credit limit on each (as I had to reapply for a loan a second time) As told by Dell sales via the telephone.   I am attaching the proof for account [redacted] and also a screen shot from the Dell website of my other  account  #[redacted] As you can clearly see I have two accounts with a credit limit of 1,800.00 on each. Regards,   [redacted]

Hi,
Mr. [redacted] has entered into 2 installment loans with
DFS. The first one was opened on 02/08/2012 and the second one on 03/14/2013.
The second installment loan had the incorrect banking
information due to a glitch in the system.  As a result,...

payments were not
collected for 12 months and the contract was sent to a third party collections.
After a thorough review of the account, it has been determined that the account
was assigned in error.  We have reached out to the client and work out a
resolution with him.
The account has been re-instated into DFS system with
monthly payment to resume.  The file at the third party collections has
been closed.
 
DFS considers this issue resolved to the customer’s
satisfaction.

Ms. [redacted] had a 48 months installment loan with 12 months deferred interest account with Dell Financial Services (DFS). We have received a payment on the 06/26/2014 for the full payment of the balance.
Unfortunately due to a system glitch the monthly payment went through on the 07/26/2014. A cheque refund has been issued and sent to the customer.
This account is now disposed 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.