I am rejecting this response because: They state that they attempted to contact me through the following phone number: ###-###-####This is an old phone number and I don't know how or why it was associated with my accountThey did not call me on either of the other two phone numbersOne of them was my cell phone and I would have answeredI checked my phone record and it does not show that Gettington tried to contact me at my cell phone numberI am not satisfied with their resolution in the matter and I feel there terms were unjustAs I stated in my original complaint, and according to their own admission, I made a payment in February (February 8, 2016) this was well before the due date on February 22, They further state that the amount of $was reversed by my bankThis was a joint account that my husband had added my name onIt was his reversing of the monies not mineIn addition I was out of town when I returned I had a letter from Gettington stating the money from my husbands bank account had been reversedI immediately made a payment of $ To give me only thirty days in which to respond is poor business protocolMost companies when they hear about a situation such as mine they would work with meObviously Gettington does not value their loyal customersI purchased many items through Gettington and I always paid them when due and most of the time I paid the bill in full well before the due date. As I stated in my original complaint I will pay the remainder of the balance offIn light of how this was handled, I will never do business again with Gettington. They have offered me the option to have my account closedI will do that later today
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
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
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
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: 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
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) */
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
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, 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) */
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
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
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) */
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, 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
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?
Dear Ms*** :I am in receipt of the above referenced matterPer the complainant's request, my company has ceasedall communicationAlso, we have requested of our client today, written validation of these accounts,which we will forward to the complainant as soon as we receive them.Thank you
I am rejecting this response because:
There
is no law that states that accounts are required to be reported on a consumer's credit reportThe law indeed states that creditors are obligated to report accurate informationI can understand why a creditor such as Fingerhut would interpret this rule in favor of the businessHowever, I do not understand why this one account is of such great importance to Fingerhut in that they will not remove the account out of goodwill from my credit reportingI have admitted my hand in this situation however, Fingerhut still continues to assume no liability in the fact that their customer service department failed to provide the even the lowest level of serviceFurthermore, it has been stated several times that Fingerhut has indeed sold all rights to the accountUnder the letter of the FCRA, it is a direct violation of this act for a creditor report an account not owned by the entity to a consumer's credit filePlease understand, that Fingerhut has received dual payment for something that the consumer was not satisfied with while no remedy was providedPlease note that Fingerhut last reported to this closed account November This is unfair practice to continue to inflict such detrimental damage to a consumer's credit file while in violation of several sections of an act that is intended to protect consumers from such predatory practicesI will request one final time, that this account be removed from my credit reportFailure to comply will result in further action taken. Please keep in mind that I have received notification of this account's removal from my credit file and have proof of it's reinsertionIf this situation is not remedied, I will take action to see that this and every violation is properly compensated in my favor
I am rejecting this response because:I do not care what they sayI do not now nor have I ever wanted this accountI want it closed!
I am rejecting this response because: They state that they attempted to contact me through the following phone number: ###-###-####This is an old phone number and I don't know how or why it was associated with my accountThey did not call me on either of the other two phone numbersOne of them was my cell phone and I would have answeredI checked my phone record and it does not show that Gettington tried to contact me at my cell phone numberI am not satisfied with their resolution in the matter and I feel there terms were unjustAs I stated in my original complaint, and according to their own admission, I made a payment in February (February 8, 2016) this was well before the due date on February 22, They further state that the amount of $was reversed by my bankThis was a joint account that my husband had added my name onIt was his reversing of the monies not mineIn addition I was out of town when I returned I had a letter from Gettington stating the money from my husbands bank account had been reversedI immediately made a payment of $ To give me only thirty days in which to respond is poor business protocolMost companies when they hear about a situation such as mine they would work with meObviously Gettington does not value their loyal customersI purchased many items through Gettington and I always paid them when due and most of the time I paid the bill in full well before the due date. As I stated in my original complaint I will pay the remainder of the balance offIn light of how this was handled, I will never do business again with Gettington. They have offered me the option to have my account closedI will do that later today
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
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
Dear ** ***,We resent written notice to ** *** on 3-12-and 3-18-
We have the same address as you haveThanks Nick
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
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: 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
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) */
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
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, 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) */
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
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
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) */
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, 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
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?
Dear Ms*** :I am in receipt of the above referenced matterPer the complainant's request, my company has ceasedall communicationAlso, we have requested of our client today, written validation of these accounts,which we will forward to the complainant as soon as we receive them.Thank you
I am rejecting this response because:
There
is no law that states that accounts are required to be reported on a consumer's credit reportThe law indeed states that creditors are obligated to report accurate informationI can understand why a creditor such as Fingerhut would interpret this rule in favor of the businessHowever, I do not understand why this one account is of such great importance to Fingerhut in that they will not remove the account out of goodwill from my credit reportingI have admitted my hand in this situation however, Fingerhut still continues to assume no liability in the fact that their customer service department failed to provide the even the lowest level of serviceFurthermore, it has been stated several times that Fingerhut has indeed sold all rights to the accountUnder the letter of the FCRA, it is a direct violation of this act for a creditor report an account not owned by the entity to a consumer's credit filePlease understand, that Fingerhut has received dual payment for something that the consumer was not satisfied with while no remedy was providedPlease note that Fingerhut last reported to this closed account November This is unfair practice to continue to inflict such detrimental damage to a consumer's credit file while in violation of several sections of an act that is intended to protect consumers from such predatory practicesI will request one final time, that this account be removed from my credit reportFailure to comply will result in further action taken. Please keep in mind that I have received notification of this account's removal from my credit file and have proof of it's reinsertionIf this situation is not remedied, I will take action to see that this and every violation is properly compensated in my favor