CONFIDENTIAL COMMUNICATION May 20, Revdex.com of
Minnesota Attn: *** *** SRiver Ridge Circle Burnsville, MN Re: Ms*** *** Case #: *** Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity, credit application, Terms and Conditions, and the last three statementsMs*** states in her complaint that, even though she made a settlement payment of $on April 8, which was the full amount of what the collection agency offered her, she is still receiving collection callsMs*** further states that this account is negatively affecting her credit score and causing stressMs***’s desired resolution is to remove the account from her credit report. Ms*** further stated that the collection agency be contacted so they can close her accountThe WebBank/Fingerhut credit account ending in was opened on September 12, when an application for credit was processed onlineThe first order was placed on September 27, for a Magnavox 24" 720p LED TVThe merchandise was shipped by UPS Ground to the address provided on the applicationTwo payments were received on this accountThe last payment of $was received online November 27, with a checking account ending in The unpaid balance of $1,charged off on June 29, and the account was sold to Jefferson Capital on August 4, An account review on May 20, confirmed that the credit bureaus are reporting accurately as Transfer/Sold or Purchased by Another Lender with a balance and past due of zeroWe cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Ms***’ Welcome PacketIt 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.” Conversely, accounts that are in good standing will be reported as wellAs a courtesy, Ms*** concerns have been forwarded to Jefferson Capital SystemsJefferson Capital can be reached directly at ###-###-####Thank you for allowing us to explainSincerely, Kari *** Executive Care Team KD/sjj Enclosures *** ** *** ***
I am rejecting this response because:
Because I called Finger Hut on 11/16/and spoke to representative Robert ID #*** and informed him that I had called the local authorities on 11/15/and they would not file a police report but would give me a case number to go along with my complaintI gave him the officers name (Hicks #***) and the case number (case2016-***)RepRobert stated I would receive a letter in the mail in business days informing me of my refund since the product was not delivered to me, delivered to the wrong address on behalf of Finger Hut, and that I should see the refund show in my accountIt has been 9-business days and I have no refund credited to my account at this timeI have contacted the authorities, contacted Finger Hut several times, faxed my affidavit, emailed it again since they lost it, and I have still not received a credit to my accountThis ordeal has been going on over a monthThere is nothing else I can do to prove to them I do not have my item, they had it delivered it to the wrong address, my neighbors claim they did not receive it, and UPS verified Finger Hut gave them the wrong addressI would like my account credited accordingly
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
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and will accept when I receive the actual check. Despite their response, the customer service rep REFUSED to allow me to speak to the supervisor
I am rejecting this response because: When i
called both times the representatives told be that finguerhut was behind pull the recording thats why they were sending in partial payments on my behalf in satisfactory you guys will have the proposals they were told to resend it and thats why it was dated late
I am rejecting this response because:
When I talked to the agent I did not set up a payment for the 24thIf I had I would have not made a payment on the 23rd
Initial Business Response /* (1000, 5, 2015/09/30) */
CONFIDENTIAL COMMUNICATION
September 30,
Revdex.com of Minnesota
Attn:***
SRiver Ridge Circle
Burnsville, MN
Re: Mr***
Case #:
***
Dear Ms***,
I am writing in response to an inquiry received from your office on behalf of Mr*** regarding his WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity, credit application, Terms and Conditions and the last three statements
Mr*** states in his complaint that he has disputed the account with the credit bureaus as the account has a totally different address and someone used his nameMr*** would like the trade lines deleted from his credit report
According to our records, an application for a Fingerhut FreshStart Installment Loan account was processed online May 4, using Mr***'s personally identifiable informationOn May 9, an order was placed online for an Aurora 6-Sheet Crosscut Shredder and a Lasko 36" Tower Fan with RemoteThe merchandise was shipped by Fed Ex to the same address as listed on the application
The initial down payment of $was made using a Visa debit card ending in on May 9, the name associated with the card is shown as ***Payments were also received from a checking account ending in *** the on account is also shown as ***
Our records also indicate the Fingerhut FreshStart Installment Loan account was completed successfully and was graduated to WebBank Fingerhut revolving account on August 3,
The first order was placed online, on August 11, 2011, for a Foam FountainThe merchandise was shipped via FedEx to the same address listed on the applicationSeveral orders were placed and the last order, totaling $27.98, was placed on April 4,
We have received payments from checking accounts ending in ***, and all accounts are shown in the name of ***The last payment of $was made on April 1,
The account charged off with an unpaid balance of $on October 7, The account was sold to *** on January 14,
Equifax and Trans Union are reporting accurately as Transfer/Sold to another lenderWe were not reporting to Experian at this time
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***'s Welcome PacketIt 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."
If Mr*** has further questions or concerns, *** can be reached directly at ***
If Mr*** believes this account was opened fraudulently, we require that he file a police report and send it to the following address:
Fingerhut
Attn: Fraud Department
***
StCloud, MN
Mr*** may also fax the police report to *** Attn: FraudPlease include the customer or account number on the fax so we can locate the account
Once we receive the police report, we will be able to conduct a full fraud investigation
If Mr*** has any further questions or concerns, he can contact the Fraud Department at ***Their hours are Monday - Friday 8:00am - 4:30pm Central Time
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sa
Enclosures
I am rejecting this response because:A few details were off in here on how many times we were lied to and the situation was not handledWe had to escalate to finally get it handled and unfortunately we will never make any large purchases with this company againThe error was on the companies part and we were made to look like we were in the wrongWe did not make the mistake and in that situation a replacement should have been sent immediatelyThe gift was for a birthday and the sooneat we would have possibly gotten another one was more weeks but was told in a call we would have to pay MORE for the TV we ordered because when we ordered it we used a promotion and that promotion was no longer valid...which one is illegal you sent the wrong product we did not order the wrong one...why would I pay more when we did not make the error.The overall situation was horrible and hope no other person has to go through trouble like this instead of the company making their mistake correct they kept making it worse
Initial Business Response /* (1000, 5, 2015/07/22) */
CONFIDENTIAL COMMUNICATION
July 21,
# ***
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 AccountMs*** is a valued customer, and we regret any difficulty she experienced as a result of the changes to her credit line as described in the inquiry
Strong performing accounts may be issued a credit line increase, either temporary or permanentIf purchases are made to the account while a temporary increase is in effect, the regular limit receives a permanent increase equal to the combined total of the purchasesIf no purchases are made, the temporary increase expires and the regular limit is restoredCustomers are sent reminders of the temporary increase by regular mail or email; this was the case with Ms***, and we apologize for any confusion these reminders may have caused
Prior to the most recent temporary increase we issued, Ms***'s regular credit limit was set at $This is what we intended to explain with the first letter she states she received titled "Credit Update"; there was no expiration date given since it had to do with her regular fixed limit only
On April 2, 2015, Ms***'s account was issued a temporary credit line increase of $(making her new, temporary limit $1004)This is what was explained in the second letter she states she received titled "Great News!"Included was the temporary increase expiration date of June 30, 2015, which Ms*** confirms having seenIt intended to explain that however much of the $Ms*** used for new purchases before the expiration date, she would receive the same amount as a permanent increase to her regular fixed limitIf she did not make any new purchases before the expiration date while still making on-time payments during that time, she would still receive a $permanent increase to her regular fixed limit
Our records show that Ms*** did not make any new purchases before the temporary increase expired on June 30, Because all of her payments were made on time, she did receive the $permanent increase on July 5, As a result, Ms***'s new fixed credit limit is $Unfortunately, the order Ms*** attempted to place on July 4, for $was declined because the temporary increase had already expired, and she no longer had sufficient available credit for it
We apologize, but we are unable to reinstate the previous increase because they are issued as a result of ongoing, systematic monitoring of account activity dataMs*** will be notified if and when our system again determines her to be eligible for such an increase
Thank you for the opportunity to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "ongoing, systematic monitoring of account activity data" is obviously not a part of your consumers understandingI am sure I am not the first person who has gotten mixed messages from your advertisingIf you state that there is a credit deadline on one letter & follow up with succeeding letters which state credit update in huge letters which have no deadlines on them, there is no way to draw an absolute conclusion about the processYour calculations may have an ongoing theory of operation but there is no way for the consumer to actively absolutely calculate what is available, meaning the final decision will be up to Fingerhut when & if they want to make allowances - the consumer will remain unsureIn addition, we really don't want to be breaking out our calculators to try & decide how much credit we may be getting (& whether or not we really have a deadline) - which by the way I did observe only on the first advertisementSo maybe you could be more consistent & less confusing about deadlines, that is, if you really want people to spend money - it would be helpfulSo - no I am not satisfied with your answer & you have lost a good customer
I am rejecting this response
because: They have done nothing to help resolve the issue at handThe APR should not continue to rise with a closed accountIt needs to be adjust to what I owed originally before the account was closed so the amount can be paid off in a timely mannerIf not, the bill will not be paidI have had good standing with the company prior to this pointI have fallen into hard times and request the safelink be removed from the accountI will not pay a bill that continues to rise when the account is closed
CONFIDENTIAL COMMUNICATION September 14,
# *** Revdex.com of Minnesota Attn: *** *** S River Ridge Circle Burnsville, MN Re: Case # *** *** *** Dear MsCarlson, I am writing in response to the recent inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Gettington Credit Account Mr*** states he purchased two Samsung cellphones from GettingtonThe first cellphone is defective, and the second cellphone remains operativeMr*** states he contacted Samsung to have the cellphone serviced under the warranty, however Samsung was unable to service the cellphoneHe keeps getting referred back to Samsung and they are unable to assist himMr*** would like to have both phones replaced with new models Our records indicate Mr*** purchased a Samsung Galaxy Grand Prime 5" 8GB Unlocked Android Smartphone on December 2, He purchased an additional Samsung Galaxy Grand Prime 5" 8GB Unlocked Android Smartphone on December 25, We first received notification the cellphone was not working on August 17, At that time he stated he contacted the manufacturer and they were unable to assist him Please understand that there are special restrictions on returns of cell phonesThis information appears immediately below the product description of the phone, and states: “Once shipped, only defective and damaged devices can be exchanged for an identical device on phonesDefective and damaged exchanges must be within days of purchase.” Due to the length of time that has passed since his purchase we are unable to exchange the cellphones All of our electronic devices are shipped to customers in new conditionOccasionally, a customer will experience a problem with a device, as is the case with Mr***Mr*** did not purchase a warranty for this item and the return is out of our return policy timeframe When a customer is having a problem with their Samsung device they should be contacting the distributer, JEG for warranty issuesMr*** should contact JEG at ###-###-#### with any issues he is having with the cellphones he purchased from GettingtonWe apologize he was not given the correct information the first time Mr*** contacted us Thank you for allowing us to explain and assist Sincerely, Vi *** Executive Care Team VF/KS
I am rejecting this response because:
I have continued to call about not receiving my refund at my financial institution and they have yet to reply to how my payment will be returned due to my account clousure at the financial intuition on file at time of disputesDue to the complaints and phone calls to my listed financial intuition that finger hut has on file the financial intuition closed my accountThey never received any reversal and Fingerhut was notified by me of the inaccuracies of the returnThey don't want to return my money and caused my income to be affected by account closure at the financial institution listed for the returnI had to find another intuition to receive my direct deposit at and pay bills through due to their failure of returnI had to go through hell and never til this day have received my back in any form of paymentI would like written notice from finger hut on my refund and/or a phone call to astablish a return of my money owed
CONFIDENTIAL COMMUNICATION September 2, Revdex.com of
Minnesota Attn: Ms*** *** SRiver Ridge Circle Burnsville, MN Re: Ms*** *** Case #: *** Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Ms*** ***, regarding her WebBank/Fingerhut Credit Account Ms*** states she spoke with Fingerhut each of the five months she was out of town, indicating she could not pay her bill due to a death in the familyMs*** states her purchase was on deferred billing, but when she called, Fingerhut was unable to locate itMs*** also states Fingerhut agreed to a three month payment plan for $that would bring her account current, but then sold her account without noticeMs*** states she feels Fingerhut has let her down and is requesting to have her credit with Fingerhut restored. Ms*** states she will begin making payments in October Ms*** is also requesting to have the negative remarks removed from her credit report Based on our research, the balance on Ms***’s account was $when she placed an order on September 22, Ms*** entered a catalog number that was associated with the deferred billing option and her payments were deferred until January On October 26, 2015, Ms*** placed a second order with a catalog which did not offer the deferred payment optionFingerhut made an exception in November to add the deferred payments to a second orderThese courtesy adjustments are visible on the December statement which also states Ms***’s first payment of $was due on January 7, According to our records, on March 24, 2016, Ms*** had verbally agreed to a three month payment arrangement with a representative. Ms*** would pay a $payment per month starting in April 3, and ending in June 3, 2016. No payments were received In addition to monthly statements being mailed to Ms***, our records indicate payment reminder letters were mailed to the address associated with the account starting in January until the account was sold in August A letter was also mailed on June 22, advising Ms*** that her account was in jeopardy of charging off and that it may negatively impact her credit As no payments were received for Ms***’s purchases, the account charged off on July 8, with an unpaid balance of $Ms***’s account was sold to Jefferson Capital on August 1, An account review on August 31, 2016, confirms Equifax, Experian and Trans Union are reporting accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zero We value Ms***’s business and although we understand her situation, we cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Ms***’s Welcome PacketIt 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.” Conversely, accounts that are in good standing will be reported as well If Ms*** would like to make a payment arrangements, she will need to contact Jefferson Capital directly at ###-###-#### because Fingerhut no longer owns her account Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/lg
I am rejecting this response because:
I was also told the payments to be made would be non effective toward my credit and I would not be penalizedMy credit score has gone down 60+ points and the inconsistency wit this company is tacky
I am rejecting this response because:
How is it in anyway my responsibility to contact the company, because they are deliquent in their duties to me as a customer to keep me informed of any and all transactions pertaining to my account, as stated in my original complaint, I did receive a call from fingerhut in december concerning my account and as I stated then I informed the customer service rep that I had not at that time received any statement from them Obviously my address nor telephone number of record has not changed since I opened my account, otherwise I not only wouldn't have received the items that I ordered, nor the subsequent statements I have made several attempts to correct this and if they record calls in the manner that they claim then there is evidence of those calls, one in particular where a rep offered to forgive the late payments do to the fact that it wasnt my fault that I hadnt received statements for dec, how I could owe for nov when the account was established in nov is also a mystery to me since I did make a payment in order to open the account, not only that but once I did receive a statement I immediately established automated payment which I have made every month I understand that based on their policy they are positioned to charge a late fee for non payment, but to penalize me with the maximum amount because of a cent oversite is extreme to say the least, and as well once I was made aware of the 0.16c difference I increased my payments from $to $per month in good faith, now I am not a multi-million dollar corporation, but to now know there is one that is so petty that they see justification in charging $based on a cent difference I have read the other complaints against this company, this is not an isolated thing, they have done this to other customers, I just choose not to be a victim because I made an attempt to do the right thing
Initial Business Response /* (1000, 7, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3,
# ***
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 indicate an order was placed on March 29, for a PcAlcove Savannah Patio SetThe total for this order including shipping and handling, and after the promotion code was applied, was $On April 3, 2015, Mr*** contacted our Customer Service Department and advised the agent that some of the chairs were received damagedAfter discussing the damage with Mr***, the agent credited $for the damaged chairsOn April 16, 2015, Mr*** spoke with another agent via the Chat feature on our website regarding the chairsThe agent credited an additional $to the order and Mr*** advised the agent he would keep the chairs with this applied discountOn November 24, 2015, Mr*** spoke with another agent via chat and was credited an additional $50.00, as a courtesy
Our return policy is listed in our catalogs and on our website and is as follows:
"We will exchange your product or give you a refund for most items returned in new condition within days after date of purchaseReturns will not be accepted for credit after daysIf you have any problems with a product, please check the manufacturer's warrantyFingerhut provides a convenient prepaid return label service for most productsYou can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer ServicePre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accountsContact Customer Service for help with your return
There is no upfront fee when using the return labelThere is no fee for using the return label if you received a damaged of defective product or in the case of a shipping errorThe final determination of product condition is subject to our inspectionReturn fees not covered by Fingerhut will be deducted from your credit based on the weight of the packageThe original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error."
Due to extenuating circumstances, we advised Mr*** that we would send return labels as a courtesy, even though the return was outside of our return policyReturn labels were sent on the following dates: January 19, 2016, February 4, 2016, February 11, and February 19, to the address we have on fileOn February 19, Mr***'s spouse spoke to a supervisor and requested packaging to return the patio set inWe have no way of providing packaging materials to return items in
As a courtesy, we have issued credit for the remaining balance of $for the patio setMr*** does not need to return the patio setThe credit will appear on a future billing statement
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 9, 2016/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance into this matter as the refund is a fair solution
ake the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review
CONFIDENTIAL COMMUNICATION May 20, Revdex.com of
Minnesota Attn: *** *** SRiver Ridge Circle Burnsville, MN Re: Ms*** *** Case #: *** Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity, credit application, Terms and Conditions, and the last three statementsMs*** states in her complaint that, even though she made a settlement payment of $on April 8, which was the full amount of what the collection agency offered her, she is still receiving collection callsMs*** further states that this account is negatively affecting her credit score and causing stressMs***’s desired resolution is to remove the account from her credit report. Ms*** further stated that the collection agency be contacted so they can close her accountThe WebBank/Fingerhut credit account ending in was opened on September 12, when an application for credit was processed onlineThe first order was placed on September 27, for a Magnavox 24" 720p LED TVThe merchandise was shipped by UPS Ground to the address provided on the applicationTwo payments were received on this accountThe last payment of $was received online November 27, with a checking account ending in The unpaid balance of $1,charged off on June 29, and the account was sold to Jefferson Capital on August 4, An account review on May 20, confirmed that the credit bureaus are reporting accurately as Transfer/Sold or Purchased by Another Lender with a balance and past due of zeroWe cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Ms***’ Welcome PacketIt 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.” Conversely, accounts that are in good standing will be reported as wellAs a courtesy, Ms*** concerns have been forwarded to Jefferson Capital SystemsJefferson Capital can be reached directly at ###-###-####Thank you for allowing us to explainSincerely, Kari *** Executive Care Team KD/sjj Enclosures *** ** *** ***
I am rejecting this response because:
Because I called Finger Hut on 11/16/and spoke to representative Robert ID #*** and informed him that I had called the local authorities on 11/15/and they would not file a police report but would give me a case number to go along with my complaintI gave him the officers name (Hicks #***) and the case number (case2016-***)RepRobert stated I would receive a letter in the mail in business days informing me of my refund since the product was not delivered to me, delivered to the wrong address on behalf of Finger Hut, and that I should see the refund show in my accountIt has been 9-business days and I have no refund credited to my account at this timeI have contacted the authorities, contacted Finger Hut several times, faxed my affidavit, emailed it again since they lost it, and I have still not received a credit to my accountThis ordeal has been going on over a monthThere is nothing else I can do to prove to them I do not have my item, they had it delivered it to the wrong address, my neighbors claim they did not receive it, and UPS verified Finger Hut gave them the wrong addressI would like my account credited accordingly
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
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and will accept when I receive the actual check. Despite their response, the customer service rep REFUSED to allow me to speak to the supervisor
I am rejecting this response because: When i
called both times the representatives told be that finguerhut was behind pull the recording thats why they were sending in partial payments on my behalf in satisfactory you guys will have the proposals they were told to resend it and thats why it was dated late
I am rejecting this response because:
When I talked to the agent I did not set up a payment for the 24thIf I had I would have not made a payment on the 23rd
Initial Business Response /* (1000, 5, 2015/09/30) */
CONFIDENTIAL COMMUNICATION
September 30,
Revdex.com of Minnesota
Attn:***
SRiver Ridge Circle
Burnsville, MN
Re: Mr***
Case #:
***
Dear Ms***,
I am writing in response to an inquiry received from your office on behalf of Mr*** regarding his WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity, credit application, Terms and Conditions and the last three statements
Mr*** states in his complaint that he has disputed the account with the credit bureaus as the account has a totally different address and someone used his nameMr*** would like the trade lines deleted from his credit report
According to our records, an application for a Fingerhut FreshStart Installment Loan account was processed online May 4, using Mr***'s personally identifiable informationOn May 9, an order was placed online for an Aurora 6-Sheet Crosscut Shredder and a Lasko 36" Tower Fan with RemoteThe merchandise was shipped by Fed Ex to the same address as listed on the application
The initial down payment of $was made using a Visa debit card ending in on May 9, the name associated with the card is shown as ***Payments were also received from a checking account ending in *** the on account is also shown as ***
Our records also indicate the Fingerhut FreshStart Installment Loan account was completed successfully and was graduated to WebBank Fingerhut revolving account on August 3,
The first order was placed online, on August 11, 2011, for a Foam FountainThe merchandise was shipped via FedEx to the same address listed on the applicationSeveral orders were placed and the last order, totaling $27.98, was placed on April 4,
We have received payments from checking accounts ending in ***, and all accounts are shown in the name of ***The last payment of $was made on April 1,
The account charged off with an unpaid balance of $on October 7, The account was sold to *** on January 14,
Equifax and Trans Union are reporting accurately as Transfer/Sold to another lenderWe were not reporting to Experian at this time
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***'s Welcome PacketIt 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."
If Mr*** has further questions or concerns, *** can be reached directly at ***
If Mr*** believes this account was opened fraudulently, we require that he file a police report and send it to the following address:
Fingerhut
Attn: Fraud Department
***
StCloud, MN
Mr*** may also fax the police report to *** Attn: FraudPlease include the customer or account number on the fax so we can locate the account
Once we receive the police report, we will be able to conduct a full fraud investigation
If Mr*** has any further questions or concerns, he can contact the Fraud Department at ***Their hours are Monday - Friday 8:00am - 4:30pm Central Time
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sa
Enclosures
I am rejecting this response because:A few details were off in here on how many times we were lied to and the situation was not handledWe had to escalate to finally get it handled and unfortunately we will never make any large purchases with this company againThe error was on the companies part and we were made to look like we were in the wrongWe did not make the mistake and in that situation a replacement should have been sent immediatelyThe gift was for a birthday and the sooneat we would have possibly gotten another one was more weeks but was told in a call we would have to pay MORE for the TV we ordered because when we ordered it we used a promotion and that promotion was no longer valid...which one is illegal you sent the wrong product we did not order the wrong one...why would I pay more when we did not make the error.The overall situation was horrible and hope no other person has to go through trouble like this instead of the company making their mistake correct they kept making it worse
Initial Business Response /* (1000, 5, 2015/07/22) */
CONFIDENTIAL COMMUNICATION
July 21,
# ***
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 AccountMs*** is a valued customer, and we regret any difficulty she experienced as a result of the changes to her credit line as described in the inquiry
Strong performing accounts may be issued a credit line increase, either temporary or permanentIf purchases are made to the account while a temporary increase is in effect, the regular limit receives a permanent increase equal to the combined total of the purchasesIf no purchases are made, the temporary increase expires and the regular limit is restoredCustomers are sent reminders of the temporary increase by regular mail or email; this was the case with Ms***, and we apologize for any confusion these reminders may have caused
Prior to the most recent temporary increase we issued, Ms***'s regular credit limit was set at $This is what we intended to explain with the first letter she states she received titled "Credit Update"; there was no expiration date given since it had to do with her regular fixed limit only
On April 2, 2015, Ms***'s account was issued a temporary credit line increase of $(making her new, temporary limit $1004)This is what was explained in the second letter she states she received titled "Great News!"Included was the temporary increase expiration date of June 30, 2015, which Ms*** confirms having seenIt intended to explain that however much of the $Ms*** used for new purchases before the expiration date, she would receive the same amount as a permanent increase to her regular fixed limitIf she did not make any new purchases before the expiration date while still making on-time payments during that time, she would still receive a $permanent increase to her regular fixed limit
Our records show that Ms*** did not make any new purchases before the temporary increase expired on June 30, Because all of her payments were made on time, she did receive the $permanent increase on July 5, As a result, Ms***'s new fixed credit limit is $Unfortunately, the order Ms*** attempted to place on July 4, for $was declined because the temporary increase had already expired, and she no longer had sufficient available credit for it
We apologize, but we are unable to reinstate the previous increase because they are issued as a result of ongoing, systematic monitoring of account activity dataMs*** will be notified if and when our system again determines her to be eligible for such an increase
Thank you for the opportunity to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The "ongoing, systematic monitoring of account activity data" is obviously not a part of your consumers understandingI am sure I am not the first person who has gotten mixed messages from your advertisingIf you state that there is a credit deadline on one letter & follow up with succeeding letters which state credit update in huge letters which have no deadlines on them, there is no way to draw an absolute conclusion about the processYour calculations may have an ongoing theory of operation but there is no way for the consumer to actively absolutely calculate what is available, meaning the final decision will be up to Fingerhut when & if they want to make allowances - the consumer will remain unsureIn addition, we really don't want to be breaking out our calculators to try & decide how much credit we may be getting (& whether or not we really have a deadline) - which by the way I did observe only on the first advertisementSo maybe you could be more consistent & less confusing about deadlines, that is, if you really want people to spend money - it would be helpfulSo - no I am not satisfied with your answer & you have lost a good customer
I am rejecting this response
because: They have done nothing to help resolve the issue at handThe APR should not continue to rise with a closed accountIt needs to be adjust to what I owed originally before the account was closed so the amount can be paid off in a timely mannerIf not, the bill will not be paidI have had good standing with the company prior to this pointI have fallen into hard times and request the safelink be removed from the accountI will not pay a bill that continues to rise when the account is closed
CONFIDENTIAL COMMUNICATION September 14,
# *** Revdex.com of Minnesota Attn: *** *** S River Ridge Circle Burnsville, MN Re: Case # *** *** *** Dear MsCarlson, I am writing in response to the recent inquiry that we received from your office on behalf of Mr*** *** regarding a WebBank/Gettington Credit Account Mr*** states he purchased two Samsung cellphones from GettingtonThe first cellphone is defective, and the second cellphone remains operativeMr*** states he contacted Samsung to have the cellphone serviced under the warranty, however Samsung was unable to service the cellphoneHe keeps getting referred back to Samsung and they are unable to assist himMr*** would like to have both phones replaced with new models Our records indicate Mr*** purchased a Samsung Galaxy Grand Prime 5" 8GB Unlocked Android Smartphone on December 2, He purchased an additional Samsung Galaxy Grand Prime 5" 8GB Unlocked Android Smartphone on December 25, We first received notification the cellphone was not working on August 17, At that time he stated he contacted the manufacturer and they were unable to assist him Please understand that there are special restrictions on returns of cell phonesThis information appears immediately below the product description of the phone, and states: “Once shipped, only defective and damaged devices can be exchanged for an identical device on phonesDefective and damaged exchanges must be within days of purchase.” Due to the length of time that has passed since his purchase we are unable to exchange the cellphones All of our electronic devices are shipped to customers in new conditionOccasionally, a customer will experience a problem with a device, as is the case with Mr***Mr*** did not purchase a warranty for this item and the return is out of our return policy timeframe When a customer is having a problem with their Samsung device they should be contacting the distributer, JEG for warranty issuesMr*** should contact JEG at ###-###-#### with any issues he is having with the cellphones he purchased from GettingtonWe apologize he was not given the correct information the first time Mr*** contacted us Thank you for allowing us to explain and assist Sincerely, Vi *** Executive Care Team VF/KS
I am rejecting this response because:
I have continued to call about not receiving my refund at my financial institution and they have yet to reply to how my payment will be returned due to my account clousure at the financial intuition on file at time of disputesDue to the complaints and phone calls to my listed financial intuition that finger hut has on file the financial intuition closed my accountThey never received any reversal and Fingerhut was notified by me of the inaccuracies of the returnThey don't want to return my money and caused my income to be affected by account closure at the financial institution listed for the returnI had to find another intuition to receive my direct deposit at and pay bills through due to their failure of returnI had to go through hell and never til this day have received my back in any form of paymentI would like written notice from finger hut on my refund and/or a phone call to astablish a return of my money owed
CONFIDENTIAL COMMUNICATION September 2, Revdex.com of
Minnesota Attn: Ms*** *** SRiver Ridge Circle Burnsville, MN Re: Ms*** *** Case #: *** Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Ms*** ***, regarding her WebBank/Fingerhut Credit Account Ms*** states she spoke with Fingerhut each of the five months she was out of town, indicating she could not pay her bill due to a death in the familyMs*** states her purchase was on deferred billing, but when she called, Fingerhut was unable to locate itMs*** also states Fingerhut agreed to a three month payment plan for $that would bring her account current, but then sold her account without noticeMs*** states she feels Fingerhut has let her down and is requesting to have her credit with Fingerhut restored. Ms*** states she will begin making payments in October Ms*** is also requesting to have the negative remarks removed from her credit report Based on our research, the balance on Ms***’s account was $when she placed an order on September 22, Ms*** entered a catalog number that was associated with the deferred billing option and her payments were deferred until January On October 26, 2015, Ms*** placed a second order with a catalog which did not offer the deferred payment optionFingerhut made an exception in November to add the deferred payments to a second orderThese courtesy adjustments are visible on the December statement which also states Ms***’s first payment of $was due on January 7, According to our records, on March 24, 2016, Ms*** had verbally agreed to a three month payment arrangement with a representative. Ms*** would pay a $payment per month starting in April 3, and ending in June 3, 2016. No payments were received In addition to monthly statements being mailed to Ms***, our records indicate payment reminder letters were mailed to the address associated with the account starting in January until the account was sold in August A letter was also mailed on June 22, advising Ms*** that her account was in jeopardy of charging off and that it may negatively impact her credit As no payments were received for Ms***’s purchases, the account charged off on July 8, with an unpaid balance of $Ms***’s account was sold to Jefferson Capital on August 1, An account review on August 31, 2016, confirms Equifax, Experian and Trans Union are reporting accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zero We value Ms***’s business and although we understand her situation, we cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Ms***’s Welcome PacketIt 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.” Conversely, accounts that are in good standing will be reported as well If Ms*** would like to make a payment arrangements, she will need to contact Jefferson Capital directly at ###-###-#### because Fingerhut no longer owns her account Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/lg
I am rejecting this response because:
I was also told the payments to be made would be non effective toward my credit and I would not be penalizedMy credit score has gone down 60+ points and the inconsistency wit this company is tacky
I am rejecting this response because:
How is it in anyway my responsibility to contact the company, because they are deliquent in their duties to me as a customer to keep me informed of any and all transactions pertaining to my account, as stated in my original complaint, I did receive a call from fingerhut in december concerning my account and as I stated then I informed the customer service rep that I had not at that time received any statement from them Obviously my address nor telephone number of record has not changed since I opened my account, otherwise I not only wouldn't have received the items that I ordered, nor the subsequent statements I have made several attempts to correct this and if they record calls in the manner that they claim then there is evidence of those calls, one in particular where a rep offered to forgive the late payments do to the fact that it wasnt my fault that I hadnt received statements for dec, how I could owe for nov when the account was established in nov is also a mystery to me since I did make a payment in order to open the account, not only that but once I did receive a statement I immediately established automated payment which I have made every month I understand that based on their policy they are positioned to charge a late fee for non payment, but to penalize me with the maximum amount because of a cent oversite is extreme to say the least, and as well once I was made aware of the 0.16c difference I increased my payments from $to $per month in good faith, now I am not a multi-million dollar corporation, but to now know there is one that is so petty that they see justification in charging $based on a cent difference I have read the other complaints against this company, this is not an isolated thing, they have done this to other customers, I just choose not to be a victim because I made an attempt to do the right thing
Initial Business Response /* (1000, 7, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3,
# ***
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 indicate an order was placed on March 29, for a PcAlcove Savannah Patio SetThe total for this order including shipping and handling, and after the promotion code was applied, was $On April 3, 2015, Mr*** contacted our Customer Service Department and advised the agent that some of the chairs were received damagedAfter discussing the damage with Mr***, the agent credited $for the damaged chairsOn April 16, 2015, Mr*** spoke with another agent via the Chat feature on our website regarding the chairsThe agent credited an additional $to the order and Mr*** advised the agent he would keep the chairs with this applied discountOn November 24, 2015, Mr*** spoke with another agent via chat and was credited an additional $50.00, as a courtesy
Our return policy is listed in our catalogs and on our website and is as follows:
"We will exchange your product or give you a refund for most items returned in new condition within days after date of purchaseReturns will not be accepted for credit after daysIf you have any problems with a product, please check the manufacturer's warrantyFingerhut provides a convenient prepaid return label service for most productsYou can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer ServicePre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accountsContact Customer Service for help with your return
There is no upfront fee when using the return labelThere is no fee for using the return label if you received a damaged of defective product or in the case of a shipping errorThe final determination of product condition is subject to our inspectionReturn fees not covered by Fingerhut will be deducted from your credit based on the weight of the packageThe original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error."
Due to extenuating circumstances, we advised Mr*** that we would send return labels as a courtesy, even though the return was outside of our return policyReturn labels were sent on the following dates: January 19, 2016, February 4, 2016, February 11, and February 19, to the address we have on fileOn February 19, Mr***'s spouse spoke to a supervisor and requested packaging to return the patio set inWe have no way of providing packaging materials to return items in
As a courtesy, we have issued credit for the remaining balance of $for the patio setMr*** does not need to return the patio setThe credit will appear on a future billing statement
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 9, 2016/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your assistance into this matter as the refund is a fair solution
See attached response received from Comenity Bank who responded to customer and Revdex.com on our behalf(*** *** Revdex.com 16.pdf)
ake the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review