I am rejecting this response because: For years I have been asking for my address to be removed from your mailingFor YEARSStill, you say the same thing over and over again "We have requested that a permanent suppression be added to our records for Mr***’s addressUnfortunately, our catalogs are printed in advance, so it is possible that Mr*** may receive additional catalogs within the next to weeks" Yet I keep getting the mailings to my addressCan you please NEVER SEND ANYTHING TO MY ADDRESS AGAIN? It's also impossible to speak to a representative for removal when your computer system asks me to input the last 4-digits of my social security numberThe only way to try to get removed is if I pretend I want to place an order.You business is bad businessHow can I be assured I will NEVER get anything from you ever again?
CONFIDENTIAL COMMUNICATION May 20,
2016 Revdex.com of Minnesota #: *** Attn: *** *** S River Ridge Circle Burnsville, MN Re: Case # ***- ***, *** Dear Ms***, I am writing in response to the inquiry we received from your office on behalf of Ms*** regarding a WebBank/Fingerhut Freshstart AccountMs***’s inquiry notes that Fingerhut did not tell her that her credit was just for a one time purchase and that she would not have existing available credit after thisShe requests that we correct her billing statement by showing that she paid us in April with a debit card ending in-***The Fingerhut FreshStart Account issued by WebBank is designed to assist potential customers that don’t currently qualify for a revolving WebBank/Fingerhut Credit Account. This program is a closed-end installment loan in which a $down payment is required when the order is placedThe customer makes a purchase that is within their assigned credit limit, and must pay it off in installment paymentsUpon satisfying all payments, the customer will graduate and therefore qualify for a Fingerhut revolving credit accountIf payments are missed or do not satisfy the amount owed, the customer will not graduate the Fresh start program and will need to reapplyMs***’s account indicates an order was placed on our website March 5, for a Jensen Stereo Dual Alarm Clock Radio with CD Player and a One Year Service planRecords indicate Ms*** made her required $down payment on March 28, We have no record of receiving a payment on Ms***’s account in April, however a payment was not due in April. Records indicate we did receive a payment of $on May 5, As long as Ms*** continues to make her payments each month on or before her due date, she will be able to qualify for a revolving Fingerhut account, in which she will be given a new credit limitOnce her account has been paid in full, Ms***’s account will be systematically reviewed within days and she will receive a Welcome Packet including her new Fingerhut Credit Account information within days Ms***’s May 17, billing statement indicates a minimum due of $due June 13, When Ms*** applied on our website for her WebBank/Fingerhut FreshStart Installment Loan she was given a summary of terms which included the following: This section relates to the WebBank/Fingerhut FreshStart Installment Loan onlyIf you are not eligible for the WebBank/Fingerhut Advantage Revolving Credit Account, your initial purchase of at least $may be financed by a WebBank/Fingerhut FreshStart Installment Loan between you and WebBankThis is not your complete WebBank/Fingerhut FreshStart Installment Loan AgreementIt is only a summary of certain important disclosuresYour WebBank/Fingerhut FreshStart Installment Agreement will be sent to youPlease read it carefully and keep it for your recordsWebBank may sell, assign or transfer your WebBank/Fingerhut FreshStart Installment Loan Agreement or any portion thereofWhen you obtain a WebBank/Fingerhut FreshStart Installment Loan, you request that we consider you for a WebBank/Fingerhut Advantage Revolving Credit Account issued by WebBank that you can use for future purposes, and that we send you a card with your account number if you are approvedIf you pay off your initial purchase within or payments or earlier with no instance of late payments, we will issue a WebBank/Fingerhut Advantage Revolving Credit Account to youThank you for allowing us to explainSincerely, Vi *** Executive Care Team VF/jm
Initial Business Response /* (1000, 5, 2015/10/16) */
CONFIDENTIAL COMMUNICATION
October 16,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
To date, our records show a single order placed on Ms***'s account from September 20, It consisted of an iCoffee Mozart Single-Serve Coffee Brewer, Samsung 3D Blu-ray Player with Wi-Fi, and a Pursonic Pro Ped Callus Remover
We sincerely apologize for any difficulty Ms*** experienced with this order as outlined in the inquiryOur agents are accountable to meet certain professional standards, and we regret if these were not lived up to in Ms***'s recent related contacts
Please allow us to explain that customers deemed as "new"--without an established order or payment history--may not change the address on their account without first completing a series of security questionsThis is why Ms*** was not able to change the shipping address while placing it as a self-service order on the Fingerhut website; she would have been prompted to contact Customer Service upon attempting to change the address herselfUnfortunately, the order was submitted while her old address was still on the account, which is where it shipped
We are aware Ms*** has since received the coffee brewer but did not receive the blue-ray player or callus removerThese two items were shipped together under United States Postal Service tracking number ***The tracking information reflects it was refused and is now being returned to sender/FingerhutMs*** will receive full credit, including shipping/handling, upon return delivery to Fingerhut, and these adjustments will appear on a future monthly statement for her recordsAdditionally, we received Ms***'s completed affidavit of merchandise not received for these items on October 14, via an email attachment
On October 6, 2015, Ms*** successfully completed the security questions, and her billing and shipping address were updated to *** Riverside, CA
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 6, 2015/10/16) */
Initial Business Response /* (1000, 5, 2016/01/15) */
CONFIDENTIAL COMMUNICATION
January 15,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** purchased an Elephant Shower Curtain Set, two Mesh Pockets PEVA Shower Curtains, two Illusions Bath 4pc Accessory Sets, and a Miramar Shower Curtain on August 4, The elephant shower curtain was credited $29.98, each PEVA Shower Curtain was credited $29.98, and the accessory sets were credited $and $on September 24, as Ms*** refused the delivery on these items
Ms*** had also refused the delivery for the Miramar Shower Curtain; however this item was overlooked and not credited to her account until December 2, The full merchandise of $and shipping and handling of $was credited on that dateWe apologize for the delay in credit
Per the Terms and Conditions Ms*** agreed to when she opened her Fingerhut Account, under the "Reporting and Monitoring" section it 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."
Our records indicate we are reporting her account correctly to the credit bureaus and no update of our credit report will be grantedPlease understand that if we were to delete negative history, we would be knowingly reporting inaccurate information to the credit reporting agencies, which is a violation of the Fair Credit Reporting Act
At any time, Ms*** may review the terms and conditions provided in the welcome packet we sent upon approval for a full and detailed explanation of the account and it's functioningThe information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the home page
Before Ms*** placed her order on August 4, she had a balance from previous ordersHer balance at the time of purchase was $She is still responsible for the payments on this account
We have not received a payment on Ms***'s account since August 4, At this time her current balance is $with a minimum payment of $due by February 3,
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I forgot to include two more attachments proving my account was not credited correctly
Final Business Response /* (4000, 9, 2016/01/27) */
CONFIDENTIAL COMMUNICATION
January 25,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
As we stated previously, the elephant shower curtain was credited in the amount of $29.98, each PEVA Shower Curtain was credited in the amount $29.98, and the accessory sets were credited in the amounts of $and $All of these credits were applied to Ms***'s account on September 24, as she refused the delivery on these items
Ms*** also refused the delivery of the Miramar Shower Curtain; however this item was overlooked and not credited to her account until December 2, The full merchandise cost of $plus the shipping and handling cost of $was credited on that dateWe apologize for the delay in credit
Before Ms*** placed her order on August 4, she had a balance from previous ordersThe payment Ms*** made on August 4, in the amount $covered her balance from previous orders
On October 3, 2015, Ms*** was charged a $late feeOctober 7, 2015, an interest charge of $was applied to her accountAt the time these two charges were applied to Ms***'s account, the Miramar Shower Curtain return credit had not yet been applied to the account
On January 21, 2016, we have waived the remaining account balance of $Her account balance at this time is $
Additionally, we have updated the information on her account to the credit reporting agenciesWe advise to allow up to days for the update to process
We apologize for any confusion this may have causedThank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Final Consumer Response /* (2000, 10, 2016/01/28) */
I am rejecting this response because: finger hut stated if I paid the ridiculous overcharged fees they would remove the late feeI did pay the ridiculous overcharge against my better judgements and finger hut DID NOT remove the fee as they statedAdditionally despite the statement that the customer service agents are "trained" all three I spoke with were condescending in my interactions with themI further dispute this because as a corporation the "fine print" is not clear lending to allowing fingerhut the ability to gouge people who make their payments on timeI have not dealt with any other company who does not clearly communicate with customers I reject the statement that they sent emails to me at a non functioning email address without their system being notified that the emails were undeliverable Furthermore fingerhut is also responsible in regard to notifying customers through additional methods should payment amounts changeIt is a simple matter of due diligence and by not doing so the corporation has clearly demonstrated the desire to overcharge customers as opposed to conducting business in a responsible mannerI reject their response in whole and remain firm in the position this corporation failed to operate in a professional mannerIt is clear from their response they deliberately omitted information in their response regarding their behavior
CONFIDENTIAL COMMUNICATION November 17,
2016 Revdex.com of Minnesota # *** Attn: *** *** S River Ridge Circle Burnsville, MN Re: Case # *** - ***, *** Dear Ms***, I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account In Ms***’s inquiry, she states that she contacted our company by phone requesting free shipping to be applied to her orderShe also states she was informed that she would be receiving a call back from one of our supervisors, but never did, and that she was charged $ Upon checking our records, we show Ms*** placed an order on October 29, 2016, and contacted us after the order had been placed to have the free shipping code of “FREAKY” applied to her orderThis promo code was available only for October 31, 2016, and since Ms***’s order was placed on October 29, 2016, is not eligible for the promotionWe apologize if she was given incorrect information On November 1, a Supervisor Call-back was attemptedThe telephone number in our records was not correct, so that call was not able to be completedWe sent a letter to Ms*** on November 1, asking to provide us with a correct phone number The order for $that Ms*** mentioned in her inquiry was placed on November 2, Unfortunately, this order was cancelled on November 5, due to no inventoryMs***’s account was not charged for this order, as we do not charge the customer until the order actually ships. Ms***’s account will cycle and her statement will print on November 26, and she will see there is no charge for that canceled order on it We apologize for any inconvenience this may have caused to Ms***If she has any further questions or concerns, she may contact Customer Service at ###-###-####, between the hours of 8:am and 8:pm, Central Time, Monday-Friday Thank you for allowing us to explain Sincerely, Vi *** Executive Care Team VF/AH
We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issuesIn the interest of confidentiality, we have attached our response for the consumer to review
Full Response AttachedCONFIDENTIAL COMMUNICATION: Ms*** ordered and received an outdoor table and seating set in December 2016, and contacted us in April advising there were issues with the setThe set is no longer able to be returned due to our return policy, but we encourage her
to work with the manufacturer at the number we have provided
Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 14,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records show Mr*** contacted Fingerhut on November 17, wanting to return a Visual Land Prestige Pro 10" 16GB Android Tablet, which he has purchased on September 16, The merchandise was returned to Fingerhut on November 30, No credit or exchange was granted for this return as we require returns to be made in accordance with Fingerhut's 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 non refundableComputers, camcorders, video games, and generators: Fingerhut offers returns and exchanged 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."
The policy is disclosed in at least two locations in all of our catalogs, as well as on our website
Due to the length of time that has passed since the item was ordered we were not able to accept the returnThe merchandise will be returned to Mr*** within days
If Mr*** is having any issues with this product, he will need to address his concerns directly to the manufacturer, Visual Land IncHe can contact them at***
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
I am rejecting this response because:The business is selling "grey-market" goods that the manufacturer does not intend for distribution in the USA. That is the reason that SAMSUNG will not provide warranty service on the items. The business fails to disclose this fact to buyers at the time of purchase and misrepresents the goods to have valid factory warranties
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11745893, and find that this resolution is satisfactory to me.However I would like to clarify two thingsI did not say I was not contacted by the shipping company for delivery; my complaint was that I was never told but they never informed me that they would not be delivering the furniture into my homeI am a year old woman and there was no way I could have taken the furniture inside my home, I had to leave my furniture sitting outside where the delivery driver left it for several hours before I could find someone come and move the furniture inside my homeHad I know from the start that they only made curb deliveries I would never have order furniture Next in their response they said: "Additionally, we entrust the carrier with secure transport and delivery of all goods, including ensuring no damages occur in that time. MsPie’s description suggests minor impacts to the sofa and loveseat likely due to transport/handling." For the amount of money I am paying for this furniture there should not have been any issue with the furniture and I am offended by that statement, I also can send pictures to prove that this was not minor
Complaint: ***
I am rejecting this response because: The company's explanation is wrong and they have provided no proof that I had anything to do with the accountThe company also contradicts itself in its explanation of reporting correct information to the Credit BureausI did everything they asked and they said it would be deleted and now they want a police report filed for something that happened years ago
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13,
Revdex.com of Minnesota #***
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: Mr***
***
Case #: ***
Dear Ms***,
We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding his wife's WebBank/Fingerhut account
In Mr***'s complaint, he states that he is receiving collection calls on his deceased wife's Fingerhut accountMr*** further states that he had faxed a death certificate on February 7, and February 20, Mr*** indicates he was advised that his wife had SafeLine on her account that would have paid the account in fullRecently, Mr*** received a letter from a third party collections agency regarding this accountMr***'s desired resolution is cease all collection activity along with a written apology
Our records indicate, faxed correspondence was received from Mr*** on February 10, which was illegible so Fingerhut was unable to process the information
A member of the Executive Care Team made verbal contact with Mr*** on August 12, requesting a copy of the death certificate for additional research
Mr*** agreed to e-mail a copy of the death certificate so we can initiate our investigation
If Mr*** has any further questions or concerns, he may contact the Executive Care Team ***, Monday through Friday 8:00am to 4:30pm Central Standard Time
We sincerely apologize for any inconvenience this matter may caused
Sincerely,
Kari ***
Executive Care Team
KD/sjj
Initial Business Response /* (1000, 5, 2015/12/18) */
CONFIDENTIAL COMMUNICATION
December 17, #***
Revdex.com of Minnesota
Attn:
***
S River Ridge Circle
Burnsville, MN
Re: Case # *** -***, ***
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Gettington Credit Account
In the interest of customer confidentiality and in legal and regulatory compliance, we have certain procedures to follow before disclosing customer informationTherefore, Mr*** may be asked to verify his name, address, phone number, last four digits of his social security number, and/or email addressPlease understand account protection and security is one of our top priorities
While we understand Mr***'s frustration we are applying our policies the same for him as we would any other customer with similar circumstances
The product information available on our website and in our catalogs is provided to us by the manufacturer of the specific item and is listed in the details, description and specifications for the itemWhile we strive to provide as many specifications as possible, there are times that we may not have the specific information available that our customer has requestedIn those situations, we provide the manufacturer contact information as well as the model number to assist the customer in locating the information
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 your expectationsHowever, the product in question will not be given to Mr*** at no cost
Thank you for allowing us to explain and assist
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr *** *** *** *** ** *** ** XXXXX, XXXX XXXXXXXXXX, this the info they ask for about this matter!! this cu** is a trip they want let you talk to a manger and when they do they are very rude!!!! as I said because of the prombles I have had they should send me that item free of charge!!!!!
Final Business Response /* (4000, 9, 2015/12/30) */
CONFIDENTIAL COMMUNICATION
December 30, #***
Revdex.com of Minnesota
Attn: ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** -***, ***
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Gettington Credit Account
Please understand that customer confidentiality and account protection are among our top prioritiesOur policies require certain due diligence while handling our customer's concernsWhile we understand Mr***'s frustration regarding the information he requested for the deep fryer, we will not be sending Mr*** the merchandise for free
We respectfully consider this matter closed
Thank you for allowing us to explain and assist
Sincerely,
Vi ***
Executive Care Team
VF/bw
Mr*** states he sent information regarding the sheriff’s departments not taking a report as the package was not stolenHe would like the supplier to be investigatedHe states he has called Fingerhut four times and each time was rudely spoken toMr*** would like the merchandise he ordered As Fingerhut has stated previously, on July 14, a legal affidavit with police report request was mailed to Mr***Within this letter it was explained that due to the monetary value of the merchandise a police report would also be required to further the investigation While Fingerhut received the affidavit, no police report was attachedWhile Fingerhut understands Ms*** may not be able to file a police report, he will need to provide Fingerhut with the officer’s name, phone number, and badge number before further investigating As stated previously, Fingerhut has listened to the phone call Mr*** had with a representative on July 13, Although they found no evidence of this representative being rude, Fingerhut would like to apologize Mr*** felt that way in his experience with a phone representativeFingerhut assures their phone agents are trained to be courteous and professional Mr*** may fax the related police report to ###-###-####, Attn: Kristina or mail the document to *** *** *** StCloud, MN Until Fingerhut receives the requested information, they consider this matter closed If Mr*** has any additional questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time Until we receive the requested information we respectfully consider this matter closed. Thank you for allowing us to explain Sincerely, Vi *** Executive Care Team VF/kb
Initial Business Response /* (1000, 7, 2016/01/25) */
CONFIDENTIAL COMMUNICATION
January 25,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** has been receiving electronic statements each month to the e-mail address ***@YAHOO.COMMs*** states she has requested to receive paper statementsAccording to our records, we have not received this request
As of January 25, 2016, Ms***'s request to receive statements through the mail has been processedWe advise her to allow 1-billing cycles for her account to reflect these changes
It is the responsibility of our customer's to make their payments by the due date each monthMs***'s payment is due on the 15th of each monthAt this time we will not adjust the interest charges on Ms***'s account
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 9, 2016/02/04) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me PROVIDED all parts have been doneThe place we are at right now is I have sent the camera back and am now waiting to have the amount credited to my accountAlso I have a concern over a conflict between this response (that the postage has been prepaid to return so it will be at no cost to me) and the paper on the prepaid postage (it says that once it arrived that I will be billed a certain amount based on the weight)Could you look into this?
Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like to ask this business to no longer contact me and to remove me from their mailing list. My account has been paid in full and there should be no reason why I receive anything further from this business.Thank you,*** ***
Initial Business Response /* (1000, 5, 2015/11/30) */
CONFIDENTIAL COMMUNICATION
November 27,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** purchased an alcove Microwave Pantry on August 11, Ms*** contacted Fingerhut on November 23, stating she was missing four of the hingesAt this time she was told it was over the day period, and we would not be able to send the hinges
On November 27, a representative attempted to call Ms*** to inform her that the inner and outer hinges are attached together with a small screw, and that, with this information, she should check her item again as she should have received all of the hinges
If Ms*** reviews her item and still has not been able to locate the additional hinges, she should call Fingerhut Customer Service at ***, Monday through Friday 8AM-8PM Central Standard Time
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
I am rejecting this response because: For years I have been asking for my address to be removed from your mailingFor YEARSStill, you say the same thing over and over again "We have requested that a permanent suppression be added to our records for Mr***’s addressUnfortunately, our catalogs are printed in advance, so it is possible that Mr*** may receive additional catalogs within the next to weeks" Yet I keep getting the mailings to my addressCan you please NEVER SEND ANYTHING TO MY ADDRESS AGAIN? It's also impossible to speak to a representative for removal when your computer system asks me to input the last 4-digits of my social security numberThe only way to try to get removed is if I pretend I want to place an order.You business is bad businessHow can I be assured I will NEVER get anything from you ever again?
CONFIDENTIAL COMMUNICATION May 20,
2016 Revdex.com of Minnesota #: *** Attn: *** *** S River Ridge Circle Burnsville, MN Re: Case # ***- ***, *** Dear Ms***, I am writing in response to the inquiry we received from your office on behalf of Ms*** regarding a WebBank/Fingerhut Freshstart AccountMs***’s inquiry notes that Fingerhut did not tell her that her credit was just for a one time purchase and that she would not have existing available credit after thisShe requests that we correct her billing statement by showing that she paid us in April with a debit card ending in-***The Fingerhut FreshStart Account issued by WebBank is designed to assist potential customers that don’t currently qualify for a revolving WebBank/Fingerhut Credit Account. This program is a closed-end installment loan in which a $down payment is required when the order is placedThe customer makes a purchase that is within their assigned credit limit, and must pay it off in installment paymentsUpon satisfying all payments, the customer will graduate and therefore qualify for a Fingerhut revolving credit accountIf payments are missed or do not satisfy the amount owed, the customer will not graduate the Fresh start program and will need to reapplyMs***’s account indicates an order was placed on our website March 5, for a Jensen Stereo Dual Alarm Clock Radio with CD Player and a One Year Service planRecords indicate Ms*** made her required $down payment on March 28, We have no record of receiving a payment on Ms***’s account in April, however a payment was not due in April. Records indicate we did receive a payment of $on May 5, As long as Ms*** continues to make her payments each month on or before her due date, she will be able to qualify for a revolving Fingerhut account, in which she will be given a new credit limitOnce her account has been paid in full, Ms***’s account will be systematically reviewed within days and she will receive a Welcome Packet including her new Fingerhut Credit Account information within days Ms***’s May 17, billing statement indicates a minimum due of $due June 13, When Ms*** applied on our website for her WebBank/Fingerhut FreshStart Installment Loan she was given a summary of terms which included the following: This section relates to the WebBank/Fingerhut FreshStart Installment Loan onlyIf you are not eligible for the WebBank/Fingerhut Advantage Revolving Credit Account, your initial purchase of at least $may be financed by a WebBank/Fingerhut FreshStart Installment Loan between you and WebBankThis is not your complete WebBank/Fingerhut FreshStart Installment Loan AgreementIt is only a summary of certain important disclosuresYour WebBank/Fingerhut FreshStart Installment Agreement will be sent to youPlease read it carefully and keep it for your recordsWebBank may sell, assign or transfer your WebBank/Fingerhut FreshStart Installment Loan Agreement or any portion thereofWhen you obtain a WebBank/Fingerhut FreshStart Installment Loan, you request that we consider you for a WebBank/Fingerhut Advantage Revolving Credit Account issued by WebBank that you can use for future purposes, and that we send you a card with your account number if you are approvedIf you pay off your initial purchase within or payments or earlier with no instance of late payments, we will issue a WebBank/Fingerhut Advantage Revolving Credit Account to youThank you for allowing us to explainSincerely, Vi *** Executive Care Team VF/jm
Initial Business Response /* (1000, 5, 2015/10/16) */
CONFIDENTIAL COMMUNICATION
October 16,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
To date, our records show a single order placed on Ms***'s account from September 20, It consisted of an iCoffee Mozart Single-Serve Coffee Brewer, Samsung 3D Blu-ray Player with Wi-Fi, and a Pursonic Pro Ped Callus Remover
We sincerely apologize for any difficulty Ms*** experienced with this order as outlined in the inquiryOur agents are accountable to meet certain professional standards, and we regret if these were not lived up to in Ms***'s recent related contacts
Please allow us to explain that customers deemed as "new"--without an established order or payment history--may not change the address on their account without first completing a series of security questionsThis is why Ms*** was not able to change the shipping address while placing it as a self-service order on the Fingerhut website; she would have been prompted to contact Customer Service upon attempting to change the address herselfUnfortunately, the order was submitted while her old address was still on the account, which is where it shipped
We are aware Ms*** has since received the coffee brewer but did not receive the blue-ray player or callus removerThese two items were shipped together under United States Postal Service tracking number ***The tracking information reflects it was refused and is now being returned to sender/FingerhutMs*** will receive full credit, including shipping/handling, upon return delivery to Fingerhut, and these adjustments will appear on a future monthly statement for her recordsAdditionally, we received Ms***'s completed affidavit of merchandise not received for these items on October 14, via an email attachment
On October 6, 2015, Ms*** successfully completed the security questions, and her billing and shipping address were updated to *** Riverside, CA
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 6, 2015/10/16) */
Dear ** ***,We resent written notice to ** *** on 3-12-and 3-18-
We have the same address as you haveThanks Nick
Initial Business Response /* (1000, 5, 2016/01/15) */
CONFIDENTIAL COMMUNICATION
January 15,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** purchased an Elephant Shower Curtain Set, two Mesh Pockets PEVA Shower Curtains, two Illusions Bath 4pc Accessory Sets, and a Miramar Shower Curtain on August 4, The elephant shower curtain was credited $29.98, each PEVA Shower Curtain was credited $29.98, and the accessory sets were credited $and $on September 24, as Ms*** refused the delivery on these items
Ms*** had also refused the delivery for the Miramar Shower Curtain; however this item was overlooked and not credited to her account until December 2, The full merchandise of $and shipping and handling of $was credited on that dateWe apologize for the delay in credit
Per the Terms and Conditions Ms*** agreed to when she opened her Fingerhut Account, under the "Reporting and Monitoring" section it 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."
Our records indicate we are reporting her account correctly to the credit bureaus and no update of our credit report will be grantedPlease understand that if we were to delete negative history, we would be knowingly reporting inaccurate information to the credit reporting agencies, which is a violation of the Fair Credit Reporting Act
At any time, Ms*** may review the terms and conditions provided in the welcome packet we sent upon approval for a full and detailed explanation of the account and it's functioningThe information can also be found by going to www.Fingerhut.com and clicking "terms and conditions" at the bottom of the home page
Before Ms*** placed her order on August 4, she had a balance from previous ordersHer balance at the time of purchase was $She is still responsible for the payments on this account
We have not received a payment on Ms***'s account since August 4, At this time her current balance is $with a minimum payment of $due by February 3,
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2016/01/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I forgot to include two more attachments proving my account was not credited correctly
Final Business Response /* (4000, 9, 2016/01/27) */
CONFIDENTIAL COMMUNICATION
January 25,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
As we stated previously, the elephant shower curtain was credited in the amount of $29.98, each PEVA Shower Curtain was credited in the amount $29.98, and the accessory sets were credited in the amounts of $and $All of these credits were applied to Ms***'s account on September 24, as she refused the delivery on these items
Ms*** also refused the delivery of the Miramar Shower Curtain; however this item was overlooked and not credited to her account until December 2, The full merchandise cost of $plus the shipping and handling cost of $was credited on that dateWe apologize for the delay in credit
Before Ms*** placed her order on August 4, she had a balance from previous ordersThe payment Ms*** made on August 4, in the amount $covered her balance from previous orders
On October 3, 2015, Ms*** was charged a $late feeOctober 7, 2015, an interest charge of $was applied to her accountAt the time these two charges were applied to Ms***'s account, the Miramar Shower Curtain return credit had not yet been applied to the account
On January 21, 2016, we have waived the remaining account balance of $Her account balance at this time is $
Additionally, we have updated the information on her account to the credit reporting agenciesWe advise to allow up to days for the update to process
We apologize for any confusion this may have causedThank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Final Consumer Response /* (2000, 10, 2016/01/28) */
I am rejecting this response because: finger hut stated if I paid the ridiculous overcharged fees they would remove the late feeI did pay the ridiculous overcharge against my better judgements and finger hut DID NOT remove the fee as they statedAdditionally despite the statement that the customer service agents are "trained" all three I spoke with were condescending in my interactions with themI further dispute this because as a corporation the "fine print" is not clear lending to allowing fingerhut the ability to gouge people who make their payments on timeI have not dealt with any other company who does not clearly communicate with customers I reject the statement that they sent emails to me at a non functioning email address without their system being notified that the emails were undeliverable Furthermore fingerhut is also responsible in regard to notifying customers through additional methods should payment amounts changeIt is a simple matter of due diligence and by not doing so the corporation has clearly demonstrated the desire to overcharge customers as opposed to conducting business in a responsible mannerI reject their response in whole and remain firm in the position this corporation failed to operate in a professional mannerIt is clear from their response they deliberately omitted information in their response regarding their behavior
CONFIDENTIAL COMMUNICATION November 17,
2016 Revdex.com of Minnesota # *** Attn: *** *** S River Ridge Circle Burnsville, MN Re: Case # *** - ***, *** Dear Ms***, I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account In Ms***’s inquiry, she states that she contacted our company by phone requesting free shipping to be applied to her orderShe also states she was informed that she would be receiving a call back from one of our supervisors, but never did, and that she was charged $ Upon checking our records, we show Ms*** placed an order on October 29, 2016, and contacted us after the order had been placed to have the free shipping code of “FREAKY” applied to her orderThis promo code was available only for October 31, 2016, and since Ms***’s order was placed on October 29, 2016, is not eligible for the promotionWe apologize if she was given incorrect information On November 1, a Supervisor Call-back was attemptedThe telephone number in our records was not correct, so that call was not able to be completedWe sent a letter to Ms*** on November 1, asking to provide us with a correct phone number The order for $that Ms*** mentioned in her inquiry was placed on November 2, Unfortunately, this order was cancelled on November 5, due to no inventoryMs***’s account was not charged for this order, as we do not charge the customer until the order actually ships. Ms***’s account will cycle and her statement will print on November 26, and she will see there is no charge for that canceled order on it We apologize for any inconvenience this may have caused to Ms***If she has any further questions or concerns, she may contact Customer Service at ###-###-####, between the hours of 8:am and 8:pm, Central Time, Monday-Friday Thank you for allowing us to explain Sincerely, Vi *** Executive Care Team VF/AH
We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issuesIn the interest of confidentiality, we have attached our response for the consumer to review
Full Response AttachedCONFIDENTIAL COMMUNICATION: Ms*** ordered and received an outdoor table and seating set in December 2016, and contacted us in April advising there were issues with the setThe set is no longer able to be returned due to our return policy, but we encourage her
to work with the manufacturer at the number we have provided
Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 14,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records show Mr*** contacted Fingerhut on November 17, wanting to return a Visual Land Prestige Pro 10" 16GB Android Tablet, which he has purchased on September 16, The merchandise was returned to Fingerhut on November 30, No credit or exchange was granted for this return as we require returns to be made in accordance with Fingerhut's 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 non refundableComputers, camcorders, video games, and generators: Fingerhut offers returns and exchanged 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."
The policy is disclosed in at least two locations in all of our catalogs, as well as on our website
Due to the length of time that has passed since the item was ordered we were not able to accept the returnThe merchandise will be returned to Mr*** within days
If Mr*** is having any issues with this product, he will need to address his concerns directly to the manufacturer, Visual Land IncHe can contact them at***
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
I am rejecting this response because:The business is selling "grey-market" goods that the manufacturer does not intend for distribution in the USA. That is the reason that SAMSUNG will not provide warranty service on the items. The business fails to disclose this fact to buyers at the time of purchase and misrepresents the goods to have valid factory warranties
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11745893, and find that this resolution is satisfactory to me.However I would like to clarify two thingsI did not say I was not contacted by the shipping company for delivery; my complaint was that I was never told but they never informed me that they would not be delivering the furniture into my homeI am a year old woman and there was no way I could have taken the furniture inside my home, I had to leave my furniture sitting outside where the delivery driver left it for several hours before I could find someone come and move the furniture inside my homeHad I know from the start that they only made curb deliveries I would never have order furniture Next in their response they said: "Additionally, we entrust the carrier with secure transport and delivery of all goods, including ensuring no damages occur in that time. MsPie’s description suggests minor impacts to the sofa and loveseat likely due to transport/handling." For the amount of money I am paying for this furniture there should not have been any issue with the furniture and I am offended by that statement, I also can send pictures to prove that this was not minor
Complaint: ***
I am rejecting this response because: The company's explanation is wrong and they have provided no proof that I had anything to do with the accountThe company also contradicts itself in its explanation of reporting correct information to the Credit BureausI did everything they asked and they said it would be deleted and now they want a police report filed for something that happened years ago
Sincerely,
*** ***
Initial Business Response /* (1000, 5, 2015/08/13) */
CONFIDENTIAL COMMUNICATION
August 13,
Revdex.com of Minnesota #***
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: Mr***
***
Case #: ***
Dear Ms***,
We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding his wife's WebBank/Fingerhut account
In Mr***'s complaint, he states that he is receiving collection calls on his deceased wife's Fingerhut accountMr*** further states that he had faxed a death certificate on February 7, and February 20, Mr*** indicates he was advised that his wife had SafeLine on her account that would have paid the account in fullRecently, Mr*** received a letter from a third party collections agency regarding this accountMr***'s desired resolution is cease all collection activity along with a written apology
Our records indicate, faxed correspondence was received from Mr*** on February 10, which was illegible so Fingerhut was unable to process the information
A member of the Executive Care Team made verbal contact with Mr*** on August 12, requesting a copy of the death certificate for additional research
Mr*** agreed to e-mail a copy of the death certificate so we can initiate our investigation
If Mr*** has any further questions or concerns, he may contact the Executive Care Team ***, Monday through Friday 8:00am to 4:30pm Central Standard Time
We sincerely apologize for any inconvenience this matter may caused
Sincerely,
Kari ***
Executive Care Team
KD/sjj
Initial Business Response /* (1000, 5, 2015/12/18) */
CONFIDENTIAL COMMUNICATION
December 17, #***
Revdex.com of Minnesota
Attn:
***
S River Ridge Circle
Burnsville, MN
Re: Case # *** -***, ***
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Gettington Credit Account
In the interest of customer confidentiality and in legal and regulatory compliance, we have certain procedures to follow before disclosing customer informationTherefore, Mr*** may be asked to verify his name, address, phone number, last four digits of his social security number, and/or email addressPlease understand account protection and security is one of our top priorities
While we understand Mr***'s frustration we are applying our policies the same for him as we would any other customer with similar circumstances
The product information available on our website and in our catalogs is provided to us by the manufacturer of the specific item and is listed in the details, description and specifications for the itemWhile we strive to provide as many specifications as possible, there are times that we may not have the specific information available that our customer has requestedIn those situations, we provide the manufacturer contact information as well as the model number to assist the customer in locating the information
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 your expectationsHowever, the product in question will not be given to Mr*** at no cost
Thank you for allowing us to explain and assist
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 7, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Mr *** *** *** *** ** *** ** XXXXX, XXXX XXXXXXXXXX, this the info they ask for about this matter!! this cu** is a trip they want let you talk to a manger and when they do they are very rude!!!! as I said because of the prombles I have had they should send me that item free of charge!!!!!
Final Business Response /* (4000, 9, 2015/12/30) */
CONFIDENTIAL COMMUNICATION
December 30, #***
Revdex.com of Minnesota
Attn: ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** -***, ***
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Gettington Credit Account
Please understand that customer confidentiality and account protection are among our top prioritiesOur policies require certain due diligence while handling our customer's concernsWhile we understand Mr***'s frustration regarding the information he requested for the deep fryer, we will not be sending Mr*** the merchandise for free
We respectfully consider this matter closed
Thank you for allowing us to explain and assist
Sincerely,
Vi ***
Executive Care Team
VF/bw
Mr*** states he sent information regarding the sheriff’s departments not taking a report as the package was not stolenHe would like the supplier to be investigatedHe states he has called Fingerhut four times and each time was rudely spoken toMr*** would like the merchandise he ordered As Fingerhut has stated previously, on July 14, a legal affidavit with police report request was mailed to Mr***Within this letter it was explained that due to the monetary value of the merchandise a police report would also be required to further the investigation While Fingerhut received the affidavit, no police report was attachedWhile Fingerhut understands Ms*** may not be able to file a police report, he will need to provide Fingerhut with the officer’s name, phone number, and badge number before further investigating As stated previously, Fingerhut has listened to the phone call Mr*** had with a representative on July 13, Although they found no evidence of this representative being rude, Fingerhut would like to apologize Mr*** felt that way in his experience with a phone representativeFingerhut assures their phone agents are trained to be courteous and professional Mr*** may fax the related police report to ###-###-####, Attn: Kristina or mail the document to *** *** *** StCloud, MN Until Fingerhut receives the requested information, they consider this matter closed If Mr*** has any additional questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time Until we receive the requested information we respectfully consider this matter closed. Thank you for allowing us to explain Sincerely, Vi *** Executive Care Team VF/kb
Initial Business Response /* (1000, 7, 2016/01/25) */
CONFIDENTIAL COMMUNICATION
January 25,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** has been receiving electronic statements each month to the e-mail address ***@YAHOO.COMMs*** states she has requested to receive paper statementsAccording to our records, we have not received this request
As of January 25, 2016, Ms***'s request to receive statements through the mail has been processedWe advise her to allow 1-billing cycles for her account to reflect these changes
It is the responsibility of our customer's to make their payments by the due date each monthMs***'s payment is due on the 15th of each monthAt this time we will not adjust the interest charges on Ms***'s account
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 9, 2016/02/04) */
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me PROVIDED all parts have been doneThe place we are at right now is I have sent the camera back and am now waiting to have the amount credited to my accountAlso I have a concern over a conflict between this response (that the postage has been prepaid to return so it will be at no cost to me) and the paper on the prepaid postage (it says that once it arrived that I will be billed a certain amount based on the weight)Could you look into this?
Revdex.com:
I have reviewed the response
made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I would like to ask this business to no longer contact me and to remove me from their mailing list. My account has been paid in full and there should be no reason why I receive anything further from this business.Thank you,*** ***
Initial Business Response /* (1000, 5, 2015/11/30) */
CONFIDENTIAL COMMUNICATION
November 27,
Revdex.com of Minnesota # ***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** purchased an alcove Microwave Pantry on August 11, Ms*** contacted Fingerhut on November 23, stating she was missing four of the hingesAt this time she was told it was over the day period, and we would not be able to send the hinges
On November 27, a representative attempted to call Ms*** to inform her that the inner and outer hinges are attached together with a small screw, and that, with this information, she should check her item again as she should have received all of the hinges
If Ms*** reviews her item and still has not been able to locate the additional hinges, she should call Fingerhut Customer Service at ***, Monday through Friday 8AM-8PM Central Standard Time
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */