...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Ms. [redacted] indicates she was informed by a supervisor that an end date is needed when setting up a recurring payment schedule on our website and that no information is provided on our website that explains needing an end date. Ms. [redacted] states she has been overcharged and that she has made many attempts toward resolution with Customer Service to no avail. Ms. [redacted] indicates she was advised of an account she has no knowledge of and that after checking her records she has located information that the account was paid in full. Ms. [redacted] is requesting that her account be paid off as documented by her records. Additionally she is requesting a letter from our corporate office outlining the steps we would take for providing better assistance for our customers in addition to a phone call from our corporate office. Our records indicate that on December 7, 2014 Ms. [redacted] submitted a credit application via phone, and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit Account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit Account and the customer may be able to retry the FreshStart credit program. Since Ms. [redacted] opened her account in December of 2014 she has been disqualified from graduation four times. Each time a FreshStart account is disqualified from graduating, the retry account is set up with a new 16 digit account number while the customer ID number remains the same and customers need to restart the program with a new $30.00 down payment requirement. On her original FreshStart account ending in [redacted] Ms. [redacted] returned an item which lowered her balance below the $50.00 minimum balance requirement and disqualified her from graduating. A retry account was established under account number ending in 1259. Ms. [redacted] placed an order which totaled $163.97 including shipping and handling on February 6, 2015. We received the $30.00 down payment on February 26, 2015 and the merchandise was shipped to the address we have on file. Ms. [redacted] made a payment of $24.25 on April 17, 2015. Since the payment was received later than the established due date of April 13, 2015 a late fee of $14.90 was assessed to her account per the terms and conditions she agreed to when she opened the account. No payment was received for May and another late fee of $14.90 was assessed. On June 20, 2015 a payment of $100.00 was made on our website with a debit card ending in [redacted]. On June 21, 2015 an ACH payment was made on our website for $49.09 from checking account ending in [redacted]. On June 25, 2015 Ms. [redacted]’ bank returned the payment of $49.09 due to an invalid account number. On [redacted] 28, 2015 Ms. [redacted] spoke to an agent and advised them she had paid the balance in full on June 21, 2015. The agent advised Ms. [redacted] that the payment for $49.09 had been reversed. On September 21, 2015 Ms. [redacted] spoke to an agent and again advised she had paid the account in full. The agent also explained that the payment had been returned by her bank and the payment was reversed. When Ms. [redacted] advised the agent she had a statement from her bank reflecting that the payment was processed and paid, the agent asked Ms. [redacted] to send us a copy of the bank statement showing the payment and we would investigate further. On October 2, 2015 an agent from our payment department left a message for Ms. [redacted] on her voicemail with the fax number to fax in a copy of the bank statement. The agent also credited a late fee of $14.90 as a courtesy. On October 5, 2015 Ms. [redacted] made a payment by phone of $37.44 using her bank account ending in [redacted]. Due to late payments, Ms. [redacted] did not graduate to a revolving credit account and a FreshStart retry account was set up again ending in [redacted]. On October 7, 2015 and October 8, 2015 Ms. [redacted] attempted to place an order on our website using the new retry account with the same bank account ending in [redacted] for her $30.00 down payment. On October 8, 2015 the payment of $37.44 Ms. [redacted] made on October 5, 2015 to pay the FreshStart account ending in [redacted] was returned by her bank due to an invalid account number and the payment was reversed. Since the payment was reversed there was still a balance remaining on the account. No further payments were received and as such Ms. [redacted]’ account ending in [redacted] charged off on December 15, 2015. On December 31, 2015 Ms. [redacted] made a payment of $39.15 which was the total remaining balance. There is no balance remaining on this account. On October 11, 2015 the $30.00 down payment she made on FreshStart account ending in [redacted] was returned by her bank due to an invalid account number. Due to the bank returning the down payment, Ms. [redacted]’ account was disqualified and did not graduate. Another FreshStart retry account was set up with account number ending in 7987. On February 16, 2016 Ms. [redacted] placed an order for $142.99 and she used her checking account ending in 5390 to pay the $30.00 down payment on her FreshStart account ending in [redacted] the same day. Ms. [redacted]’ billing statement was sent on February 24, 2016 and reflected a minimum payment of $20.24 due by March 20, 2016. We received a payment on March 20, 2016 for $20.24, however, this payment was returned by Ms. [redacted] bank on April 1, 2016 as non-sufficient funds. The payment was reversed and a late fee of $14.90 was assessed to her account. When Ms. [redacted] March 24, 2016 billing statement cycled the minimum payment of $20.24 was due by April 20, 2016. We did not receive a payment by the due date of April 20, 2016 and a late fee was assessed of $14.90. Since the payment she made for March was returned by her bank and we did not receive a payment for April, the minimum payment reflected on her April 24, 2016 billing statement of $60.72 was due by May 20, 2016. On May 3, 2016 we received a payment of $60.72. We also received another payment of $87.28 on May 11, 2016. On May 15, 2016 we were notified the payment of $60.72 was returned as non-sufficient funds by Ms. [redacted] bank. On May 16, 2016 a letter was sent to Ms. [redacted] advising her that due to late payments her account was disqualified from graduating to a regular revolving credit account and a retry account was established under account number ending in [redacted]. Her May 24, billing statement reflected a minimum payment of $20.24 was due by June 20, 2016. Although we continued to send Ms. [redacted]’ monthly billing statements we received no additional payments and her account charged off on October 21, 2016 with a balance of $68.31. On September 6, 2016 Ms. [redacted] placed an order on her FreshStart account number ending in [redacted] and satisfied her required $30.00 down payment the same day. On September 13, 2016 the $30.00 down payment was returned by Ms. [redacted] bank due to an invalid bank account number and the payment was reversed. On her September 19, 2016 billing statement reflected a minimum payment of $22.46 due by October 15, 2016. No payment was received by the established due date and a late fee was assessed of $14.90. On October 17, we received an ACH payment of $45.00 that was made on our website. Ms. [redacted]’ October 19, 2016 billing statement reflected a minimum payment of $22.46 due by November 15, 2016. On October 28, 2016 this ACH payment of $45.00 was returned by her bank as non-sufficient funds. It is important to understand that no end date is needed when selecting a recurring payment for the minimum payment due on the website. If Ms. [redacted] is setting up a recurring payment for a different amount an end date is required and as such, Ms. [redacted] would be prompted to enter all pertinent information at the time she is setting up the recurring payment. We also have no record of Ms. [redacted] being overcharged on any of her Fingerhut FreshStart accounts. Additionally, our records indicate Ms. [redacted] paid the remaining balance of $68.31 on FreshStart account ending in [redacted] on November 7, 2016. This account has no balance remaining as of the date of this letter. We also received additional payments of $40.77, $44.92 and $31.35 on November 4, 2016 and a payment of $26.00 on November 6, 2016 toward FreshStart account ending in [redacted]. A future billing statement will reflect the payments recently received on Ms. [redacted] account. As we have provided a thorough explanation to all of Ms. [redacted] concerns and there are no additional details to provide, we will not be providing any additional letters directly to Ms. [redacted] regarding her stated concerns, beyond this response. If Ms. [redacted] has further questions or concerns she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry she states she is still being charged for an item she returned in June 2015. Ms. [redacted] also indicates she contacted Fingerhut every month on the status of her return and received no assistance from Customer Service. She states she was advised that she should not pay the balance on the account until the return was received. She indicates that she continued to receive collection calls and that her Fingerhut account was closed. When Ms. [redacted] spoke to a supervisor, she states they credited her account but did not update her credit report. She also indicates when she re-applied she was advised we could not process her credit application with an incorrect address. Ms. [redacted] is requesting that the delinquency be removed from her credit file and that her account be restored. Our records indicate an order was placed on our website on April 21, 2015 for a Rockland 2-pc. Carry-On Luggage Set in Blue and a Rockland 2-pc. Luggage Set in Pink which totaled $157.96. The luggage sets shipped directly from our vendor on April 22, 2015 and were delivered a few days later to the address of 207 Groves Blvd North Augusta, SC 29841-3943. On April 23, 2015 an order was placed on our website for a PetZoom Pet Park Regular 25x 20 which totaled $41.98. This item shipped on April 26, 2015 and was delivered shortly after, to the same address. On June 18, 2015 Ms. [redacted] contacted our Customer Service Department and advised us she would be returning the luggage sets due to the pink luggage set being defective and the blue luggage set as it was not as described. The agent sent out paid return labels for Ms. [redacted] to return the luggage with. We have no record of Ms. [redacted]’ contacting Customer Service again until June 2, 2016. When Ms. [redacted] spoke to the agent via chat regarding the luggage sets she returned, we checked with our vendor to verify if they had received the return since we have no record of receiving either of the luggage sets at our warehouse. On June 6, 2016 our vendor indicated that they did not receive the return of the luggage sets. On June 3, 2016 and June 13, 2016 an affidavit of “non-receipt of returned merchandise” was sent to Ms. [redacted]. We received the affidavit on June 14, 2016 via email from Ms. [redacted] and as part of our investigation, we requested a copy of the return receipt from Ms. [redacted]. On June 15, 2016, we received an email from Ms. [redacted] in which she advised us she did not have a return receipt. Due to the length of time that had passed from the date the luggage sets were returned to us to the date Ms. [redacted] contacted us to advise she had not received credit for the return and since she did not have a return receipt, credit was denied. On June 24, 2016 Ms. [redacted] spoke to a supervisor regarding the returns that had not been credited. The supervisor issued credit as a courtesy to Ms. [redacted] account in the amount of $212.43 which was the remaining balance on her account at that time. On June 30, 2016 we received a fax from Ms. [redacted] which included a copy of an email she had received from us advising her that the return is on its way to our warehouse for processing and that we would send a follow up email to her once the return was received. The email also included the return tracking number along with the name of the carrier. Please understand, we have no record of receiving Ms. [redacted] return and the tracking number provided in the email does not indicate the return was ever delivered to our warehouse. However, since full credit was already issued for the merchandise Ms. [redacted] returned of $157.96, as well as $54.47 in late fees and interest charges, and since the payments Ms. [redacted] made on her account did adequately cover the additional items she purchased and received, we have credited the remaining late fees of $105.45 and interest charges of $56.95. The credits we have issued will appear on a future statement. We have updated the information on Ms. [redacted] Fingerhut Advantage Credit Account to the credit bureaus and advise it may take up to sixty days for the update to process. For future reference, if Ms. [redacted] needs to return something to us, most returns are received and processed in our warehouse within 7-10 business days from the date they are returned. We strongly urge Ms. [redacted] to contact our Customer Service Department if she does not receive notification that the return has been received and processed within that time frame. We do not have any record of Ms. [redacted] being advised to not make any payments on her account until the return was received. If Ms. [redacted] has more information regarding a specific date or time frame and/or the agents name she spoke to we will be able to investigate further into this matter. Due to the delinquency of Ms. [redacted] account her credit limit was reduced to zero and reflected as such on her March 13, 2016 billing statement. On June 27, 2016 Ms. [redacted] contacted us by phone and the agent correctly advised Ms. [redacted] that she would need to reapply for an account and to allow up to 14 days for her account to be set at an “apply now” status. In order to re-apply for an account, Ms. [redacted]’ Fingerhut Credit Account was closed the same day. On July 15, 2016 our records indicate that Ms. [redacted] completed the credit application on our website. When our Credit Department attempted to verify Ms. [redacted]’ information as part of the application process we found that the address provided by Ms. [redacted] did not match the information on the application. Since the application was completed with the incorrect address the credit application was declined and the agent requested for Ms. [redacted] to send in a copy of a utility bill with the correct address. Please understand it is the responsibility of our customers to ensure we have the correct contact information to reach them. On July 18, 2016 we received the copy of the utility bill and a letter was sent to Ms. [redacted] offering her a WebBank/Fingerhut FreshStart Credit Account. Per the terms of the FreshStart credit program, a customer’s order does not ship and is not billed until a $30 down payment has been successfully applied towards it. Ms. [redacted] made her down payment of $30.00 on August 3, 2016. Ms. [redacted] order for the NuWave Brio Digital Air Fryer and the Bear River Remote Controlled Chinook Helicopter was manually processed on August 5, 2016 and was shipped on August 8, 2016. Per the tracking information on the UPS website, the items were delivered on August 11, 2016. As Ms. [redacted] has established a Fingerhut FreshStart account she is required to meet the guidelines of the FreshStart Program prior to graduating to a Fingerhut Advantage Credit Account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
response did not contain any solution to the issue. The "surprise gift" excuse is BS because all orders that got the 20% off also got the surprise gift because no code was required to get the 20% off. Since they refuse to actually respond to me about the issue, have them indicate which they prefer: Zero out the account, or get sued in court for fraud and harassment.
CONFIDENTIAL COMMUNICATION March 30, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’ inquiry, he states that he has a fraudulent charge from our company on his credit report. Mr. [redacted] has asked Fingerhut to remove the charges and the company has refused as they are unable to prove it was Mr. [redacted] that opened the account. Unauthorized account registration and activity is a serious matter, and this account has been referred to Fingerhut’s Fraud Department for review. Their review did not find sufficient evidence of fraudulent activity, so we request further information from Mr. [redacted] to continue an investigation of fraud. A police report for identity theft will also be required of Mr. [redacted] in order for us to be able to finalize the investigation. As we understand the urgency of this situation, Mr. [redacted] may fax the police report to ###-###-####, Attn: Fraud, send as an email attachment to [email protected], or by regular mail to [redacted] St. Cloud, MN 56303. Once received, they will proceed to a final determination and notify him by mail to the correctional facility of the outcome, including any adjustments to his credit reporting. If Mr. [redacted] decides not to provide this police report, he will remain responsible for this debt. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The letter states that there was no conversation about late payment. This is true. I feel they should have stated that their acceptance of partial payment comes WITH A LATE report. This is negligent on their behalf. That is why I asked for them to take off the report for late payment. it is my fault for trusting a negligent company, thinking they would be forthcoming with their knowledge of what this could do to my credit report. Something that is regarded HIGHLY in the area of business. It is negligent to do this to someone because they are just a number to you. It is disappointing to find that companies are so unpersonable. I would NEVER do business like this. I take it as a satisfactory response because they are Legally correct. They are not morally. They should be ashamed. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Not until reading this well written letter from Finger Hut did I finally understand why the supervisor's order with the discount applied totaling $66 showed as $91. I just did not understand. The supervisor kept trying to explain over and over and I kept saying but how is it $91 and not $66. He assured me it was correct because the system accepted it, and I finally said okay, you have done your best. According to this letter, the system did not accept that order and it was canceled. It is crystal clear now to me. Thank you very much. Apology definitely accepted! That was the most confusing effort to place an order for a carpet cleaner and I so wish it had been resolved initially as this letter said would have been the best response. We all make mistakes sometimes. I regret cancelling my account in frustration. In addition, after the $30 payment was paid to Finger Hut, no additional funds came through my account for withdrawal. The pending transactions all "fell off" I was told by my banking representative. I appreciate that you took the time and genuine effort to respond to my concerns. Thank you!Respectfully,[redacted]
CONFIDENTIAL COMMUNICATION June 10, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a credit reporting issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her account was reported as 60 days late back in 2013 and disputes this as inaccurate, and would like it removed from the account’s reporting history. Our investigation confirms that no payments were received for the following payment due date on Ms. [redacted]’s account: January 27, 2013, February 27, 2013, and March 27, 2013. On April 18, 2013, we received a $225.00 payment that brought Ms. [redacted]’s account back into a good-standing/paid current status and it continued to be paid on time for the rest of 2013. However, the payment history for the months listed above during which no payments were received on her account was correctly reported to the credit agencies, and no changes can be made. We are required by the Fair Credit Reporting Act to report accurate information to reporting agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the airbed she purchased on March 7, 2016 has a coil that is popped. She states she has contacted Fingerhut in regards to this matter and Fingerhut gave her the manufacturer contact information. Ms. [redacted] contacted Fingerhut a second time and states she was told she would be reimbursed for the item being the item was unavailable. She would like to receive a new airbed or be reimbursed for the airbed and the 2 year service plan. Our records indicate Ms. [redacted] purchased an Intex Queen Raised Airbed with a 2 Year Service Plan on March 8, 2016. We have no record of her contacting Fingerhut stating the product was defective. At this time she would be unable to return the airbed to Fingerhut for a refund as we require returns to be made in accordance with our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” Ms. [redacted]’s 2 Year Service Plan began on March 10, 2016. For assistance with the product Ms. [redacted] should contact National Extended Warranty at ###-###-####. Her warranty contact number is [redacted]. This item is currently out of stock on our website, if she would like additional information on this product she may contact the manufacturer, Intex Recreation, at ###-###-#### Monday-Friday 8:30AM-5:00PM Pacific Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on March 14, 2016 for two Fisher-Price Power Wheels 12V Kawasaki Brute Force Ride-Ons totaling $1,029.66. On March 27, 2016 Ms. [redacted] emailed us to advise the items she received were different than the offer advertised on our website. In the description of the product on our website based on the information we received from our vendor indicated the item was a two-seater, included sound effects and has a maximum weight limit of 130 lbs. Ms. [redacted] advised us when she received the item(s), it had one seat, no sound effects and a maximum weight limit of 65 lbs. We referred the information Ms. [redacted] shared with us to our vendor to verify/update the description they provided for the item on our website. We were able to validate the item only has one seat and no sound effects and the description has since been updated on our website. We are still researching the maximum weight limit with our vendor since according to the Fisher-Price website the maximum weight limit is listed at 130 lbs. Once we have the information needed we will determine if a change needs to be made on our website. We make every effort to ensure the information we have is valid and we appreciate Ms. [redacted] bringing this to our attention. The price reflected on our website and that Ms. [redacted] was charged is correct for the item she received. We sincerely apologize for any inconvenience the incorrect description may have caused. As a courtesy we have credited $150.00 for each of the Ride-Ons. Ms. [redacted] will see the credits within 1-2 billing cycles on her monthly billing statement. No further discounts or credits will be issued. Our customers are very important to us and we strive to assist and satisfy them. I trust with this information we have done so with Ms. [redacted]. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION March 29, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that after being just one day late on a payment she was harassed by telephone 12 times in one day. The next day she was contacted again by telephone 6 more times. Ms. [redacted] states that she is officially being harassed for a 2 day late payment. Ms. [redacted]’s desired resolution is to have Fingerhut stop calling her as she has requested. Our records indicate we attempted to call Ms. [redacted] twice on March 14, 2017, once on March 15, 2017, twice on March 16, 2017, once on March 17, 2017, and once on March 18, 2017. We were not able to make contact with Ms. [redacted], but did leave a message with a third party, asking for Ms. [redacted] to call us back, on March 15, 2017. We do not show that we contacted her more than two times in one day. Records indicate that on March 20, 2017 we revoked consent to call the telephone number associated to Ms. [redacted]’s account. If Ms. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to ###-###-#### or mailed to [redacted], St. Cloud, MN, 56303 or she may contact us toll free at ###-###-####. Please note, if a cease and desist status is placed on Ms. [redacted]’s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed. Ms. [redacted]’s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order. Any outstanding balance will continue to accrue interest and you may be assessed late fees and Ms. [redacted]’s account is still subject to the original terms and conditions of the Agreement. If Ms. [redacted] would like information or the assistance of one of our financial hardship payment plans, she would need to revoke the cease and desist request in writing. If Ms. [redacted] would like to discuss payment plan options she may contact our Billing Department at ###-###-####. Their hours are 7:00 am to 9:00 pm, Monday through Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
Full response attached. CONFIDENTIAL COMMUNICATION: The payment Ms. [redacted]' son attempted to make was reversed with a reason of Account Invalid. He may send in documentation, if available, showing that the payment was actually processed. Ms. [redacted] still has a balance that she is responsible to...
Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], After reviewing Mr. [redacted]’s account, we show he contacted us on April 11, 2017 stating the drone was
defective. We advised Mr. [redacted] that he could still return the item. At this time, the item was stuck in the
tree, and Mr. [redacted] would need to figure out a way to get it down, to return it.
On May 24, 2017, Mr. [redacted] contacted our company again regarding the defective drone. He was then told,
he was unable to return the item, due to the return window elapsing.
We apologize to Mr. [redacted], as when the email sent by him to our company was received, it was not handled
correctly. We are allowing Mr. [redacted] to return the drone for a full refund and for any interest charged on the
merchandise.
If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday.
Thank you for allowing us to explain.
Records indicate Ms. [redacted] contacted PayCheck Direct on April 14, 2017. During this phone call she was advised to send PayCheck Direct a copy of her bank statement showing payments were being withdrawn from her savings account. Ms. [redacted] contacted PayCheck Direct a second time on April 25, 2017. At...
this time she was advised PayCheck Direct is unable to refund the overdraft fees into her bank account. PayCheck Direct did receive a bank statement from Ms. [redacted] on April 25, 2017. No fees will be reversed. Ms. [redacted] was advised to contact PayCheck Direct to change bank account information, in which they never received contact from Ms. [redacted]. Should Ms. [redacted] have any additional questions regarding this matter she may contact PayCheck Direct’s Payment Department at ###-###-#### Monday-Friday 8:00AM-6:00PM Central Standard Time.
I am rejecting this response because: As I stated before Finger hut is who I order my merchandise from, I was not informed of safe line insurance nor did I agree to any term or condition of this insurance benefits I was not aware of the insurance being charge to me and because of my disabilities I do not need any of the benefits being offered. so no I did not contact safe line in the beginning. because finger hut is who I was dealing with and who was charging my account for the money. The fact is I inform finger hut to remove these charges from my account in July 2016 which they refuse to due. this money should be return to me or used as I request the payment toward the balance in December and no I will not pay the late fees charges for money being return because of illegal business practice. and no I did not filed for benefits because I was denied.
CONFIDENTIAL COMMUNICATION
March 7, 2016
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on...
behalf of Mr. [redacted] regarding his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth G2 Android Tablet on September 15, 2014. We regret to learn of the problems Mr. [redacted] has experienced with the tablet.
We agree that, for additional warranty coverage on the tablet, Mr. [redacted] also purchased a 2-Year Extended Service Plan (ESP). The ESP provider is National Extended Warranty (NEW). Records show that on December 1, 2014, Mr. [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us.
We next received an email from Mr. [redacted] on January 3, 2015 in which he requested NEW's contact information, and we replied on the same date with the appropriate contact details. This information was again sent to Mr. [redacted] on February 25, 2016 in response to the email he sent on the same date.
We recently contacted NEW for any records they might have relating to this issue. They advised they have no contact records associated with the contract number for Mr. [redacted]'s 2-Year ESP (which was included in our emails). It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr. [redacted] contacted them. As a reminder, the correct contract number for this plan is [redacted].
Mr. [redacted] states he was withholding payment because of the issue with the tablet. However, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account.
Our records show that Mr. [redacted]'s account moved to a charge-off status ($200.65 balance) on December 4, 2015 after going unpaid for an extended time period. It was then sold to Jefferson Capital on December 31, 2015 in accordance with the terms of the contract agreement. Mr. [redacted] should continue to work directly with Jefferson ([redacted]) regarding the unpaid debt as they are the legal owner of the account.
For further assistance with the tablet, Mr. [redacted] can contact NEW at [redacted]as he is still within his coverage period. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Re : Inaccurate reporting of Finger Hut Web Bank account Fingerhut #[redacted]
In your reply via the Revdex.com of 05/16/2016 , line 4 of your letter states, " According to public record, Mr. [redacted] filed Chapter 13 bankruptcy on August 24, 2010. Fingerhut was notified by the courts and updated Mr. [redacted]’s account to Closed due to Bankruptcy on November 1, 2010.".
As a creditor, Finger Hut- Web Bank is/was entitled to such notification and as such was entitled to close said account at its sole discretion, notwithstanding, the paragraph in reference, " closed due to bankruptcy " is not synonymous to reporting as " included in bankruptcy/ included in chapter 13 payment plan"; the status classification of one versus the other has significant adverse consequences. The latter constitutes an inaccurate reporting of the disputed account's status. (See exhibit 1, 2 and 3rd ).
Please note for the records that this Finger Hut Web Bank account status in dispute was never delinquent at anytime, nor at the time of bankruptcy filing, in fact, this specific account was never used from the date of opening of said account up until the date filing; and as ascertained in your reply via the Revdex.com on 05/16/2016. This also coalesces the fact of that account's none default status.
The above, at minimum, may have entitled Finger Hut - Web Bank to report said account as "closed by creditor" as is the industry practice within the U.S bankruptcy code ; chapter 13 statutory period, however, as previously stated in my letter of May 4th, 2016; " In fact, per the case filing of list of creditors, ( see the attached Schedule F. ) said account was never included in the list of accounts listed/included in my bankruptcy. If you/Trans Union, Web Bank, et al or whichever party , inclusive of the creditor; persist to continue listing said account as included in bankruptcy, please kindly provide documentary proof of such of any such approved court motion for Web Bank's inclusion or proof of claim submitted to the U.S. Bankruptcy Trustee as a claim for payment and thus inclusion in the then payment plan ; within 10 days of the date of this letter. Otherwise, please remove/delete or correct accordingly. Please see attached". Regardless of the fact that I have made several attempts to communicate and or resolve this issue on several occasions as requested in the Finger Hut Web Bank agreement ( exhibit 4 ), please note for the records; date of my letter of 05/04/2016 and today's date of 05/16/2016; the date on which Finger Hut -Web Bank decided to issued a written reply of non-actions.
Finally, if this matter is not resolved within 5 business days as of May 18th, 2016, I will take such non- actions to IMMEDIATELY REMEDY said adverse reporting as malicious and thus, as my queue to initiate actions via alternative medium to remedy said.
I am rejecting this response because:
Vi,There has also been a fingerhut credit card that was issued on the same account via a 'WEB BANK' for a credit line of 600.00 . The approval notice is dated as of 06/20/2016. The account with FINGER HUT and also its affiliate accounts should be closed and flagged as fraud. The fraud affidavit has been returned as well.
Revdex.com:
I am unable to file a police report or further pursue this matter as I live in Ecuador. The business' response requires me to do things in the U.S. that I cannot. I am, therefore, withdrawing my complaint.
CONFIDENTIAL COMMUNICATION November 8, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Account. Ms. [redacted] indicates she was informed by a supervisor that an end date is needed when setting up a recurring payment schedule on our website and that no information is provided on our website that explains needing an end date. Ms. [redacted] states she has been overcharged and that she has made many attempts toward resolution with Customer Service to no avail. Ms. [redacted] indicates she was advised of an account she has no knowledge of and that after checking her records she has located information that the account was paid in full. Ms. [redacted] is requesting that her account be paid off as documented by her records. Additionally she is requesting a letter from our corporate office outlining the steps we would take for providing better assistance for our customers in addition to a phone call from our corporate office. Our records indicate that on December 7, 2014 Ms. [redacted] submitted a credit application via phone, and was approved for the FreshStart credit program. Under this program, customers may place a single order, up to their assigned credit limit, on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full the account goes through a systematic review to determine if the account is eligible to graduate to a Fingerhut Advantage Credit Account. In part, the requirements for graduation from a FreshStart account to a Fingerhut Advantage Credit Account is that all payments be made by the due date, the order total remains above $50.00 and that no payments are returned by the customers financial institution. If any of the requirements are not met the account will be disqualified from graduating to the Fingerhut Advantage Credit Account and the customer may be able to retry the FreshStart credit program. Since Ms. [redacted] opened her account in December of 2014 she has been disqualified from graduation four times. Each time a FreshStart account is disqualified from graduating, the retry account is set up with a new 16 digit account number while the customer ID number remains the same and customers need to restart the program with a new $30.00 down payment requirement. On her original FreshStart account ending in [redacted] Ms. [redacted] returned an item which lowered her balance below the $50.00 minimum balance requirement and disqualified her from graduating. A retry account was established under account number ending in 1259. Ms. [redacted] placed an order which totaled $163.97 including shipping and handling on February 6, 2015. We received the $30.00 down payment on February 26, 2015 and the merchandise was shipped to the address we have on file. Ms. [redacted] made a payment of $24.25 on April 17, 2015. Since the payment was received later than the established due date of April 13, 2015 a late fee of $14.90 was assessed to her account per the terms and conditions she agreed to when she opened the account. No payment was received for May and another late fee of $14.90 was assessed. On June 20, 2015 a payment of $100.00 was made on our website with a debit card ending in [redacted]. On June 21, 2015 an ACH payment was made on our website for $49.09 from checking account ending in [redacted]. On June 25, 2015 Ms. [redacted]’ bank returned the payment of $49.09 due to an invalid account number. On [redacted] 28, 2015 Ms. [redacted] spoke to an agent and advised them she had paid the balance in full on June 21, 2015. The agent advised Ms. [redacted] that the payment for $49.09 had been reversed. On September 21, 2015 Ms. [redacted] spoke to an agent and again advised she had paid the account in full. The agent also explained that the payment had been returned by her bank and the payment was reversed. When Ms. [redacted] advised the agent she had a statement from her bank reflecting that the payment was processed and paid, the agent asked Ms. [redacted] to send us a copy of the bank statement showing the payment and we would investigate further. On October 2, 2015 an agent from our payment department left a message for Ms. [redacted] on her voicemail with the fax number to fax in a copy of the bank statement. The agent also credited a late fee of $14.90 as a courtesy. On October 5, 2015 Ms. [redacted] made a payment by phone of $37.44 using her bank account ending in [redacted]. Due to late payments, Ms. [redacted] did not graduate to a revolving credit account and a FreshStart retry account was set up again ending in [redacted]. On October 7, 2015 and October 8, 2015 Ms. [redacted] attempted to place an order on our website using the new retry account with the same bank account ending in [redacted] for her $30.00 down payment. On October 8, 2015 the payment of $37.44 Ms. [redacted] made on October 5, 2015 to pay the FreshStart account ending in [redacted] was returned by her bank due to an invalid account number and the payment was reversed. Since the payment was reversed there was still a balance remaining on the account. No further payments were received and as such Ms. [redacted]’ account ending in [redacted] charged off on December 15, 2015. On December 31, 2015 Ms. [redacted] made a payment of $39.15 which was the total remaining balance. There is no balance remaining on this account. On October 11, 2015 the $30.00 down payment she made on FreshStart account ending in [redacted] was returned by her bank due to an invalid account number. Due to the bank returning the down payment, Ms. [redacted]’ account was disqualified and did not graduate. Another FreshStart retry account was set up with account number ending in 7987. On February 16, 2016 Ms. [redacted] placed an order for $142.99 and she used her checking account ending in 5390 to pay the $30.00 down payment on her FreshStart account ending in [redacted] the same day. Ms. [redacted]’ billing statement was sent on February 24, 2016 and reflected a minimum payment of $20.24 due by March 20, 2016. We received a payment on March 20, 2016 for $20.24, however, this payment was returned by Ms. [redacted] bank on April 1, 2016 as non-sufficient funds. The payment was reversed and a late fee of $14.90 was assessed to her account. When Ms. [redacted] March 24, 2016 billing statement cycled the minimum payment of $20.24 was due by April 20, 2016. We did not receive a payment by the due date of April 20, 2016 and a late fee was assessed of $14.90. Since the payment she made for March was returned by her bank and we did not receive a payment for April, the minimum payment reflected on her April 24, 2016 billing statement of $60.72 was due by May 20, 2016. On May 3, 2016 we received a payment of $60.72. We also received another payment of $87.28 on May 11, 2016. On May 15, 2016 we were notified the payment of $60.72 was returned as non-sufficient funds by Ms. [redacted] bank. On May 16, 2016 a letter was sent to Ms. [redacted] advising her that due to late payments her account was disqualified from graduating to a regular revolving credit account and a retry account was established under account number ending in [redacted]. Her May 24, billing statement reflected a minimum payment of $20.24 was due by June 20, 2016. Although we continued to send Ms. [redacted]’ monthly billing statements we received no additional payments and her account charged off on October 21, 2016 with a balance of $68.31. On September 6, 2016 Ms. [redacted] placed an order on her FreshStart account number ending in [redacted] and satisfied her required $30.00 down payment the same day. On September 13, 2016 the $30.00 down payment was returned by Ms. [redacted] bank due to an invalid bank account number and the payment was reversed. On her September 19, 2016 billing statement reflected a minimum payment of $22.46 due by October 15, 2016. No payment was received by the established due date and a late fee was assessed of $14.90. On October 17, we received an ACH payment of $45.00 that was made on our website. Ms. [redacted]’ October 19, 2016 billing statement reflected a minimum payment of $22.46 due by November 15, 2016. On October 28, 2016 this ACH payment of $45.00 was returned by her bank as non-sufficient funds. It is important to understand that no end date is needed when selecting a recurring payment for the minimum payment due on the website. If Ms. [redacted] is setting up a recurring payment for a different amount an end date is required and as such, Ms. [redacted] would be prompted to enter all pertinent information at the time she is setting up the recurring payment. We also have no record of Ms. [redacted] being overcharged on any of her Fingerhut FreshStart accounts. Additionally, our records indicate Ms. [redacted] paid the remaining balance of $68.31 on FreshStart account ending in [redacted] on November 7, 2016. This account has no balance remaining as of the date of this letter. We also received additional payments of $40.77, $44.92 and $31.35 on November 4, 2016 and a payment of $26.00 on November 6, 2016 toward FreshStart account ending in [redacted]. A future billing statement will reflect the payments recently received on Ms. [redacted] account. As we have provided a thorough explanation to all of Ms. [redacted] concerns and there are no additional details to provide, we will not be providing any additional letters directly to Ms. [redacted] regarding her stated concerns, beyond this response. If Ms. [redacted] has further questions or concerns she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION August 15, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry she states she is still being charged for an item she returned in June 2015. Ms. [redacted] also indicates she contacted Fingerhut every month on the status of her return and received no assistance from Customer Service. She states she was advised that she should not pay the balance on the account until the return was received. She indicates that she continued to receive collection calls and that her Fingerhut account was closed. When Ms. [redacted] spoke to a supervisor, she states they credited her account but did not update her credit report. She also indicates when she re-applied she was advised we could not process her credit application with an incorrect address. Ms. [redacted] is requesting that the delinquency be removed from her credit file and that her account be restored. Our records indicate an order was placed on our website on April 21, 2015 for a Rockland 2-pc. Carry-On Luggage Set in Blue and a Rockland 2-pc. Luggage Set in Pink which totaled $157.96. The luggage sets shipped directly from our vendor on April 22, 2015 and were delivered a few days later to the address of 207 Groves Blvd North Augusta, SC 29841-3943. On April 23, 2015 an order was placed on our website for a PetZoom Pet Park Regular 25x 20 which totaled $41.98. This item shipped on April 26, 2015 and was delivered shortly after, to the same address. On June 18, 2015 Ms. [redacted] contacted our Customer Service Department and advised us she would be returning the luggage sets due to the pink luggage set being defective and the blue luggage set as it was not as described. The agent sent out paid return labels for Ms. [redacted] to return the luggage with. We have no record of Ms. [redacted]’ contacting Customer Service again until June 2, 2016. When Ms. [redacted] spoke to the agent via chat regarding the luggage sets she returned, we checked with our vendor to verify if they had received the return since we have no record of receiving either of the luggage sets at our warehouse. On June 6, 2016 our vendor indicated that they did not receive the return of the luggage sets. On June 3, 2016 and June 13, 2016 an affidavit of “non-receipt of returned merchandise” was sent to Ms. [redacted]. We received the affidavit on June 14, 2016 via email from Ms. [redacted] and as part of our investigation, we requested a copy of the return receipt from Ms. [redacted]. On June 15, 2016, we received an email from Ms. [redacted] in which she advised us she did not have a return receipt. Due to the length of time that had passed from the date the luggage sets were returned to us to the date Ms. [redacted] contacted us to advise she had not received credit for the return and since she did not have a return receipt, credit was denied. On June 24, 2016 Ms. [redacted] spoke to a supervisor regarding the returns that had not been credited. The supervisor issued credit as a courtesy to Ms. [redacted] account in the amount of $212.43 which was the remaining balance on her account at that time. On June 30, 2016 we received a fax from Ms. [redacted] which included a copy of an email she had received from us advising her that the return is on its way to our warehouse for processing and that we would send a follow up email to her once the return was received. The email also included the return tracking number along with the name of the carrier. Please understand, we have no record of receiving Ms. [redacted] return and the tracking number provided in the email does not indicate the return was ever delivered to our warehouse. However, since full credit was already issued for the merchandise Ms. [redacted] returned of $157.96, as well as $54.47 in late fees and interest charges, and since the payments Ms. [redacted] made on her account did adequately cover the additional items she purchased and received, we have credited the remaining late fees of $105.45 and interest charges of $56.95. The credits we have issued will appear on a future statement. We have updated the information on Ms. [redacted] Fingerhut Advantage Credit Account to the credit bureaus and advise it may take up to sixty days for the update to process. For future reference, if Ms. [redacted] needs to return something to us, most returns are received and processed in our warehouse within 7-10 business days from the date they are returned. We strongly urge Ms. [redacted] to contact our Customer Service Department if she does not receive notification that the return has been received and processed within that time frame. We do not have any record of Ms. [redacted] being advised to not make any payments on her account until the return was received. If Ms. [redacted] has more information regarding a specific date or time frame and/or the agents name she spoke to we will be able to investigate further into this matter. Due to the delinquency of Ms. [redacted] account her credit limit was reduced to zero and reflected as such on her March 13, 2016 billing statement. On June 27, 2016 Ms. [redacted] contacted us by phone and the agent correctly advised Ms. [redacted] that she would need to reapply for an account and to allow up to 14 days for her account to be set at an “apply now” status. In order to re-apply for an account, Ms. [redacted]’ Fingerhut Credit Account was closed the same day. On July 15, 2016 our records indicate that Ms. [redacted] completed the credit application on our website. When our Credit Department attempted to verify Ms. [redacted]’ information as part of the application process we found that the address provided by Ms. [redacted] did not match the information on the application. Since the application was completed with the incorrect address the credit application was declined and the agent requested for Ms. [redacted] to send in a copy of a utility bill with the correct address. Please understand it is the responsibility of our customers to ensure we have the correct contact information to reach them. On July 18, 2016 we received the copy of the utility bill and a letter was sent to Ms. [redacted] offering her a WebBank/Fingerhut FreshStart Credit Account. Per the terms of the FreshStart credit program, a customer’s order does not ship and is not billed until a $30 down payment has been successfully applied towards it. Ms. [redacted] made her down payment of $30.00 on August 3, 2016. Ms. [redacted] order for the NuWave Brio Digital Air Fryer and the Bear River Remote Controlled Chinook Helicopter was manually processed on August 5, 2016 and was shipped on August 8, 2016. Per the tracking information on the UPS website, the items were delivered on August 11, 2016. As Ms. [redacted] has established a Fingerhut FreshStart account she is required to meet the guidelines of the FreshStart Program prior to graduating to a Fingerhut Advantage Credit Account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because:
The...
response did not contain any solution to the issue. The "surprise gift" excuse is BS because all orders that got the 20% off also got the surprise gift because no code was required to get the 20% off. Since they refuse to actually respond to me about the issue, have them indicate which they prefer: Zero out the account, or get sued in court for fraud and harassment.
CONFIDENTIAL COMMUNICATION March 30, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’ inquiry, he states that he has a fraudulent charge from our company on his credit report. Mr. [redacted] has asked Fingerhut to remove the charges and the company has refused as they are unable to prove it was Mr. [redacted] that opened the account. Unauthorized account registration and activity is a serious matter, and this account has been referred to Fingerhut’s Fraud Department for review. Their review did not find sufficient evidence of fraudulent activity, so we request further information from Mr. [redacted] to continue an investigation of fraud. A police report for identity theft will also be required of Mr. [redacted] in order for us to be able to finalize the investigation. As we understand the urgency of this situation, Mr. [redacted] may fax the police report to ###-###-####, Attn: Fraud, send as an email attachment to [email protected], or by regular mail to [redacted] St. Cloud, MN 56303. Once received, they will proceed to a final determination and notify him by mail to the correctional facility of the outcome, including any adjustments to his credit reporting. If Mr. [redacted] decides not to provide this police report, he will remain responsible for this debt. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Revdex.com:
I have reviewed the response...
made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.The letter states that there was no conversation about late payment. This is true. I feel they should have stated that their acceptance of partial payment comes WITH A LATE report. This is negligent on their behalf. That is why I asked for them to take off the report for late payment. it is my fault for trusting a negligent company, thinking they would be forthcoming with their knowledge of what this could do to my credit report. Something that is regarded HIGHLY in the area of business. It is negligent to do this to someone because they are just a number to you. It is disappointing to find that companies are so unpersonable. I would NEVER do business like this. I take it as a satisfactory response because they are Legally correct. They are not morally. They should be ashamed. Thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
CONFIDENTIAL COMMUNICATION June 14,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Not until reading this well written letter from Finger Hut did I finally understand why the supervisor's order with the discount applied totaling $66 showed as $91. I just did not understand. The supervisor kept trying to explain over and over and I kept saying but how is it $91 and not $66. He assured me it was correct because the system accepted it, and I finally said okay, you have done your best. According to this letter, the system did not accept that order and it was canceled. It is crystal clear now to me. Thank you very much. Apology definitely accepted! That was the most confusing effort to place an order for a carpet cleaner and I so wish it had been resolved initially as this letter said would have been the best response. We all make mistakes sometimes. I regret cancelling my account in frustration. In addition, after the $30 payment was paid to Finger Hut, no additional funds came through my account for withdrawal. The pending transactions all "fell off" I was told by my banking representative. I appreciate that you took the time and genuine effort to respond to my concerns. Thank you!Respectfully,[redacted]
CONFIDENTIAL COMMUNICATION June 10, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a credit reporting issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her account was reported as 60 days late back in 2013 and disputes this as inaccurate, and would like it removed from the account’s reporting history. Our investigation confirms that no payments were received for the following payment due date on Ms. [redacted]’s account: January 27, 2013, February 27, 2013, and March 27, 2013. On April 18, 2013, we received a $225.00 payment that brought Ms. [redacted]’s account back into a good-standing/paid current status and it continued to be paid on time for the rest of 2013. However, the payment history for the months listed above during which no payments were received on her account was correctly reported to the credit agencies, and no changes can be made. We are required by the Fair Credit Reporting Act to report accurate information to reporting agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 9,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the airbed she purchased on March 7, 2016 has a coil that is popped. She states she has contacted Fingerhut in regards to this matter and Fingerhut gave her the manufacturer contact information. Ms. [redacted] contacted Fingerhut a second time and states she was told she would be reimbursed for the item being the item was unavailable. She would like to receive a new airbed or be reimbursed for the airbed and the 2 year service plan. Our records indicate Ms. [redacted] purchased an Intex Queen Raised Airbed with a 2 Year Service Plan on March 8, 2016. We have no record of her contacting Fingerhut stating the product was defective. At this time she would be unable to return the airbed to Fingerhut for a refund as we require returns to be made in accordance with our return policy which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are nonrefundable. Computers, camcorders, videogames, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” Ms. [redacted]’s 2 Year Service Plan began on March 10, 2016. For assistance with the product Ms. [redacted] should contact National Extended Warranty at ###-###-####. Her warranty contact number is [redacted]. This item is currently out of stock on our website, if she would like additional information on this product she may contact the manufacturer, Intex Recreation, at ###-###-#### Monday-Friday 8:30AM-5:00PM Pacific Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION April 15, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on March 14, 2016 for two Fisher-Price Power Wheels 12V Kawasaki Brute Force Ride-Ons totaling $1,029.66. On March 27, 2016 Ms. [redacted] emailed us to advise the items she received were different than the offer advertised on our website. In the description of the product on our website based on the information we received from our vendor indicated the item was a two-seater, included sound effects and has a maximum weight limit of 130 lbs. Ms. [redacted] advised us when she received the item(s), it had one seat, no sound effects and a maximum weight limit of 65 lbs. We referred the information Ms. [redacted] shared with us to our vendor to verify/update the description they provided for the item on our website. We were able to validate the item only has one seat and no sound effects and the description has since been updated on our website. We are still researching the maximum weight limit with our vendor since according to the Fisher-Price website the maximum weight limit is listed at 130 lbs. Once we have the information needed we will determine if a change needs to be made on our website. We make every effort to ensure the information we have is valid and we appreciate Ms. [redacted] bringing this to our attention. The price reflected on our website and that Ms. [redacted] was charged is correct for the item she received. We sincerely apologize for any inconvenience the incorrect description may have caused. As a courtesy we have credited $150.00 for each of the Ride-Ons. Ms. [redacted] will see the credits within 1-2 billing cycles on her monthly billing statement. No further discounts or credits will be issued. Our customers are very important to us and we strive to assist and satisfy them. I trust with this information we have done so with Ms. [redacted]. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION March 29, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that after being just one day late on a payment she was harassed by telephone 12 times in one day. The next day she was contacted again by telephone 6 more times. Ms. [redacted] states that she is officially being harassed for a 2 day late payment. Ms. [redacted]’s desired resolution is to have Fingerhut stop calling her as she has requested. Our records indicate we attempted to call Ms. [redacted] twice on March 14, 2017, once on March 15, 2017, twice on March 16, 2017, once on March 17, 2017, and once on March 18, 2017. We were not able to make contact with Ms. [redacted], but did leave a message with a third party, asking for Ms. [redacted] to call us back, on March 15, 2017. We do not show that we contacted her more than two times in one day. Records indicate that on March 20, 2017 we revoked consent to call the telephone number associated to Ms. [redacted]’s account. If Ms. [redacted] wishes to cease further communication on the account, a written cease and desist request may be faxed to ###-###-#### or mailed to [redacted], St. Cloud, MN, 56303 or she may contact us toll free at ###-###-####. Please note, if a cease and desist status is placed on Ms. [redacted]’s account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed. Ms. [redacted]’s account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order. Any outstanding balance will continue to accrue interest and you may be assessed late fees and Ms. [redacted]’s account is still subject to the original terms and conditions of the Agreement. If Ms. [redacted] would like information or the assistance of one of our financial hardship payment plans, she would need to revoke the cease and desist request in writing. If Ms. [redacted] would like to discuss payment plan options she may contact our Billing Department at ###-###-####. Their hours are 7:00 am to 9:00 pm, Monday through Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
Full response attached. CONFIDENTIAL COMMUNICATION: The payment Ms. [redacted]' son attempted to make was reversed with a reason of Account Invalid. He may send in documentation, if available, showing that the payment was actually processed. Ms. [redacted] still has a balance that she is responsible to...
pay for.
CONFIDENTIAL COMMUNICATION June 5, 2017 ...⇄ ...
Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], After reviewing Mr. [redacted]’s account, we show he contacted us on April 11, 2017 stating the drone was
defective. We advised Mr. [redacted] that he could still return the item. At this time, the item was stuck in the
tree, and Mr. [redacted] would need to figure out a way to get it down, to return it.
On May 24, 2017, Mr. [redacted] contacted our company again regarding the defective drone. He was then told,
he was unable to return the item, due to the return window elapsing.
We apologize to Mr. [redacted], as when the email sent by him to our company was received, it was not handled
correctly. We are allowing Mr. [redacted] to return the drone for a full refund and for any interest charged on the
merchandise.
If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday.
Thank you for allowing us to explain.
Records indicate Ms. [redacted] contacted PayCheck Direct on April 14, 2017. During this phone call she was advised to send PayCheck Direct a copy of her bank statement showing payments were being withdrawn from her savings account. Ms. [redacted] contacted PayCheck Direct a second time on April 25, 2017. At...
this time she was advised PayCheck Direct is unable to refund the overdraft fees into her bank account. PayCheck Direct did receive a bank statement from Ms. [redacted] on April 25, 2017. No fees will be reversed. Ms. [redacted] was advised to contact PayCheck Direct to change bank account information, in which they never received contact from Ms. [redacted]. Should Ms. [redacted] have any additional questions regarding this matter she may contact PayCheck Direct’s Payment Department at ###-###-#### Monday-Friday 8:00AM-6:00PM Central Standard Time.
I am rejecting this response because: As I stated before Finger hut is who I order my merchandise from, I was not informed of safe line insurance nor did I agree to any term or condition of this insurance benefits I was not aware of the insurance being charge to me and because of my disabilities I do not need any of the benefits being offered. so no I did not contact safe line in the beginning. because finger hut is who I was dealing with and who was charging my account for the money. The fact is I inform finger hut to remove these charges from my account in July 2016 which they refuse to due. this money should be return to me or used as I request the payment toward the balance in December and no I will not pay the late fees charges for money being return because of illegal business practice. and no I did not filed for benefits because I was denied.
CONFIDENTIAL COMMUNICATION
March 7, 2016
#[redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on...
behalf of Mr. [redacted] regarding his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth G2 Android Tablet on September 15, 2014. We regret to learn of the problems Mr. [redacted] has experienced with the tablet.
We agree that, for additional warranty coverage on the tablet, Mr. [redacted] also purchased a 2-Year Extended Service Plan (ESP). The ESP provider is National Extended Warranty (NEW). Records show that on December 1, 2014, Mr. [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us.
We next received an email from Mr. [redacted] on January 3, 2015 in which he requested NEW's contact information, and we replied on the same date with the appropriate contact details. This information was again sent to Mr. [redacted] on February 25, 2016 in response to the email he sent on the same date.
We recently contacted NEW for any records they might have relating to this issue. They advised they have no contact records associated with the contract number for Mr. [redacted]'s 2-Year ESP (which was included in our emails). It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr. [redacted] contacted them. As a reminder, the correct contract number for this plan is [redacted].
Mr. [redacted] states he was withholding payment because of the issue with the tablet. However, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account.
Our records show that Mr. [redacted]'s account moved to a charge-off status ($200.65 balance) on December 4, 2015 after going unpaid for an extended time period. It was then sold to Jefferson Capital on December 31, 2015 in accordance with the terms of the contract agreement. Mr. [redacted] should continue to work directly with Jefferson ([redacted]) regarding the unpaid debt as they are the legal owner of the account.
For further assistance with the tablet, Mr. [redacted] can contact NEW at [redacted]as he is still within his coverage period. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
I am rejecting this response because:
Re : Inaccurate reporting of Finger Hut Web Bank account Fingerhut #[redacted]
In your reply via the Revdex.com of 05/16/2016 , line 4 of your letter states, " According to public record, Mr. [redacted] filed Chapter 13 bankruptcy on August 24, 2010. Fingerhut was notified by the courts and updated Mr. [redacted]’s account to Closed due to Bankruptcy on November 1, 2010.".
As a creditor, Finger Hut- Web Bank is/was entitled to such notification and as such was entitled to close said account at its sole discretion, notwithstanding, the paragraph in reference, " closed due to bankruptcy " is not synonymous to reporting as " included in bankruptcy/ included in chapter 13 payment plan"; the status classification of one versus the other has significant adverse consequences. The latter constitutes an inaccurate reporting of the disputed account's status. (See exhibit 1, 2 and 3rd ).
Please note for the records that this Finger Hut Web Bank account status in dispute was never delinquent at anytime, nor at the time of bankruptcy filing, in fact, this specific account was never used from the date of opening of said account up until the date filing; and as ascertained in your reply via the Revdex.com on 05/16/2016. This also coalesces the fact of that account's none default status.
The above, at minimum, may have entitled Finger Hut - Web Bank to report said account as "closed by creditor" as is the industry practice within the U.S bankruptcy code ; chapter 13 statutory period, however, as previously stated in my letter of May 4th, 2016; " In fact, per the case filing of list of creditors, ( see the attached Schedule F. ) said account was never included in the list of accounts listed/included in my bankruptcy. If you/Trans Union, Web Bank, et al or whichever party , inclusive of the creditor; persist to continue listing said account as included in bankruptcy, please kindly provide documentary proof of such of any such approved court motion for Web Bank's inclusion or proof of claim submitted to the U.S. Bankruptcy Trustee as a claim for payment and thus inclusion in the then payment plan ; within 10 days of the date of this letter. Otherwise, please remove/delete or correct accordingly. Please see attached". Regardless of the fact that I have made several attempts to communicate and or resolve this issue on several occasions as requested in the Finger Hut Web Bank agreement ( exhibit 4 ), please note for the records; date of my letter of 05/04/2016 and today's date of 05/16/2016; the date on which Finger Hut -Web Bank decided to issued a written reply of non-actions.
Finally, if this matter is not resolved within 5 business days as of May 18th, 2016, I will take such non- actions to IMMEDIATELY REMEDY said adverse reporting as malicious and thus, as my queue to initiate actions via alternative medium to remedy said.
Sincerely,
[redacted]
###-###-####
SSN# [redacted]
I am rejecting this response because:
Vi,There has also been a fingerhut credit card that was issued on the same account via a 'WEB BANK' for a credit line of 600.00 . The approval notice is dated as of 06/20/2016. The account with FINGER HUT and also its affiliate accounts should be closed and flagged as fraud. The fraud affidavit has been returned as well.
Revdex.com:
I am unable to file a police report or further pursue this matter as I live in Ecuador. The business' response requires me to do things in the U.S. that I cannot. I am, therefore, withdrawing my complaint.