...⇄ # [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. Ms. [redacted] indicates she made a payment on our website on November 27, 2016 and realized on November 29, 2016 that two payments of $74.05 were taken in error. Ms. [redacted] contacted us the same day and requested to speak to a supervisor. Ms. [redacted] states over the course of a two week period she contacted us several times requesting to speak to a supervisor and was never able to speak to a supervisor and never received a call back from a supervisor. Ms. [redacted] is requesting credit for the inconvenience she has experienced and for the overdraft fee she states she incurred and contact from a supervisor or manager regarding this issue. Our records indicate on November 9, 2016 Ms. [redacted] set up a scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 25, 2016 Ms. [redacted] set up another scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 29, 2016 Ms. [redacted] contacted our Customer Service Department and advised two payments were processed in error. Ms. [redacted] requested to speak with a supervisor and as no supervisor was available at the time, the agent transferred Ms. [redacted] to a supervisor’s voicemail. Ms. [redacted] called back immediately and spoke with another agent and advised them of the duplicate payment issue. The agent referred Ms. [redacted]’ concern to our Payment Research Team and requested a refund to be sent. The refund was processed on November 30, 2016. Please understand, since Ms. [redacted] made the payment using her checking account and not a debit card, the refund typically takes 10-14 business days to process through Ms. [redacted]’ bank account. We have no record of Ms. [redacted] requesting to speak to a supervisor again until December 12, 2016 and December 15, 2016. On December 19, 2016 a supervisor attempted to contact Ms. [redacted] and left a message requesting Ms. [redacted] to contact us back. We sincerely apologize Ms. [redacted] did not receive a call back from a supervisor in a timely manner. As there was no cancellation requested for either scheduled payment and since both scheduled payments were set up on our website by Ms. [redacted], no reimbursement will be issued for the overdraft fee. If Ms. [redacted] has further questions 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]– [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. Mr. [redacted] indicates he placed an order from Fingerhut months ago but never received the item. He states he has contacted us multiple times and he completed an affidavit for the missing item. Mr. [redacted] indicates he spoke with a manager and credit was issued for the missing item. The manager advised Mr. [redacted] that he may place a new order on our website. When Mr. [redacted] attempted to order online, he was unable to successfully complete the order. Mr. [redacted] contacted Customer Service and was advised due to being a Fingerhut FreshStart customer he needed to place his order by phone. Upon attempting the order by phone the agent advised Mr. [redacted] he was unable to place the order at that time and asked Mr. [redacted] to call again in 2-4 hours to place the order. Mr. [redacted] states he opened his Fingerhut FreshStart account to improve his credit and has made several payments toward the order he never received. Mr. [redacted] is requesting to place his order and have the payments he already made applied to his new order so he can complete the FreshStart program and he would like free shipping on his new order. Mr. [redacted] would also like to speak with a manager. Our records indicate Mr. [redacted] applied 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. Mr. [redacted] placed an order on November 4, 2016 for an Indoor Electric Grill which totaled $79.98 including shipping and handling. Mr. [redacted] also made his $30.00 down payment using his MasterCard Debit at the time of the order. The grill was shipped on November 8, 2016 to the address Mr. [redacted] specified when the order was placed. The package was delivered on November 14, 2016 via UPS tracking number [redacted]. On November 17, 2016 Mr. [redacted] contacted us by phone and inquired about the delivery of the order. The tracking information was provided and the agent advised Mr. [redacted] to check around his residence and with neighbors and if he couldn’t locate the package to contact us back. On November 21, 2016 Mr. [redacted] contacted us and requested to have his address updated. The agent completed the change of address per Mr. [redacted]’s request. On December 5, 2016, Mr. [redacted] advised us he did not receive the merchandise and the agent sent an “affidavit of merchandise not received”. On December 20, 2016 Mr. [redacted] contacted us by email and advised he had not received the affidavit. The agent sent another affidavit the same day. On January 23, 2017 Mr. [redacted] contacted us by phone and asked if we received the completed affidavit that he sent 2-3 weeks prior. The agent advised Mr. [redacted] the affidavit had not yet been received and Mr. [redacted] requested to speak with a supervisor. The agent transferred Mr. [redacted] to the supervisor line and a supervisor contacted Mr. [redacted] the same day per his request. Mr. [redacted] requested another change of address and the supervisor updated the address per his request. The supervisor also issued credit for the order Mr. [redacted] did not receive and advised Mr. [redacted] to allow 24-48 hours for the credit to appear on his account. On February 2, 2017 Mr. [redacted] contacted us to place an order. The agent attempted to place the order but was unsuccessful. The agent advised Mr. [redacted] to contact us back in 2-4 hours to replace the order. Mr. [redacted] requested to speak with a supervisor/manager and the agent transferred Mr. [redacted] to her supervisor’s voicemail and advised Mr. [redacted] to leave a message and he would receive a call back in 24-48 hours. On February 3, 2017 Mr. [redacted] contacted us again and requested to place an order for a different item since he already purchased the indoor grill locally. The agent advised Mr. [redacted] the order needed to be placed for the same exact item. Mr. [redacted] requested to speak to a supervisor and voicemail messages were left at the phone number Mr. [redacted] provided on February 4, 2017 and February 5, 2017. Please understand since FreshStart accounts are valid for a single order, there is special handling required if an item is not received and as such, the order cannot be placed on our website. We sincerely apologize if Mr. [redacted] was advised the order could be placed on our website. As a courtesy, if Mr. [redacted] would like to place an order for a different item within his $230.00 credit limit, he may contact a member of our Executive Care Team, Becky, at ###-###-#### for further assistance. The down payment of $30.00 and the two additional payments of $6.97, Mr. [redacted] has already made will be applied to his new order. If he no longer wants to place an order, he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT to request a refund of the payments. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION May 31, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. While we understand Ms. [redacted]’s frustration regarding the balance remaining on her account, we also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit for the original shipping and handling or the return shipping fees. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. The balance remaining on Ms. [redacted]’s account is $113.83. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
2016 ...⇄#[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she ordered an outdoor planter, but when she received the package she never opened it. When Ms. [redacted] called Fingerhut to request return instructions, she was given incorrect directions and therefore she called us again. During Ms. [redacted]’s second call, she was told she would not be charged for the return. However, Ms. [redacted] states she is now responsible for $7.95 in return shipping and a total of $32.97 in late fees. Ms. [redacted] claims because of this mistake, she has been negatively reported to the credit bureaus. Additionally, she has tried several times to dispute this charge, but feels that she has only gotten the “run around”. Our records indicate a CobraCo Tricycle Flower Planter was ordered on April 30, 2016 for a total of $54.98. It was returned to us on June 6, 2016 with a return credit issued of $32.04. We would like to apologize that Ms. [redacted] was given the incorrect return instructions and also told she would owe nothing. Our records indicate on May 10, 2016 a representative advised the customer that we would request full credit for the returned item. Upon this request, we made a one-time exception and credited all shipping and handling charges, due to the fact that Ms. [redacted] returned the only item she ever purchased with us. On July 5, 2016 the shipping and handling fees of $14.99 and return shipping fee of $7.95 were credited to Ms. [redacted]’s account. Also on July 5, 2016, a refund for late fees was issued of $7.99. The account has a zero balance as of July 14, 2016. Ms. [redacted]’s account is now closed and has a zero balance. Additionally, we have requested the information to be updated on her account to the credit reporting agencies. Our records indicate the account never reported delinquent, however, on July 20, 2016 we have updated the balance. This will update the balance as zero to the credit bureaus on July 24, 2016. We would like to remind Ms. [redacted] that if she needs further assistance, Customer service representatives are available at ###-###-#### Monday-Friday from 8AM-9PM Central Standard Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted]Executive Care TeamVF/JM
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] has stated she ordered items in the amount of $352.06 on her Fingerhut Credit Card Account and never received the package that was sent to her via UPS Tracking [redacted]. She claims UPS has no record of this delivery. Ms. [redacted] states that Fingerhut is making her pay for a package that she never received and has repeatedly tried to resolve this issue. She has requested a credit to her account of $352.06. Our records indicate that the tracking number for this package was delivered March 23, 2016 at 10:40 AM. This information is available on the UPS website. Due to this information, it is our policy that Ms. [redacted] provide us with a copy of a police report in order to further investigate the merchandise not received. We were given information for a police report, but when we called the Paris, Texas police department they were unable to verify the report under the case number given. At this time, we would need a copy of a valid police report. Please mail the police report to [redacted] Saint Cloud, MN 56303 or fax to ###-###-#### attention: Executive Care Team –Jessica. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
involuntary unemployed the employer lied to avoid paying unemployment benefits. I have appealed and am awaiting response regarding my appeal to unemployment. I have proof the employer lied. Your denying payment because the employer lied amd claimed is was willfull misconduct is ridiculous. I was wrongfully terminated and I have even contacted lawyers still awaiting response. I do not accept your answer as I did nothing wrong to lose my job they jusr didnt want to pay me stolen overtime wages and vacation time
2016 ...⇄ Revdex.com 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. Mr. [redacted] claims he ordered a mattress from Fingerhut, and within days the mattress was defective. He received a new mattress under warranty which was also defective, therefore, he requested a refund. He states he requested a supervisor call from Fingerhut but never received a return call. The only communication he has received from Fingerhut has been the billing statements each month. He would like this removed from his credit report. Our records indicate Mr. [redacted] ordered a Serta Queen 18" Raised Airbed with Neverflat Pump with a 1 Year Service Plan on October 15, 2014. We have no record of Mr. [redacted] contacting us in regards to the returning the mattress, however at this time Mr. [redacted] will not be able to return the product for a refund. 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.” Mr. [redacted]’s 1 Year Service Plan began on October 17, 2015. For assistance with this product Mr. [redacted] should contact National Extended Warranty at ###-###-####. His warranty contract number is [redacted]. According to an account review completed on July 22, 2016 the bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. “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. At this time the current balance on Mr. [redacted]’s account is $330.02. A minimum payment of $200.91 is due by August 13, 2016. To make payment arrangements, he may contact of Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Final Consumer Response /* (2000, 5, 2015/07/06) */
I received a message from Fingerhut yesterday informing me that the computer I returned, was still at the warehouse and fingerhut will dispose of it and process my refund. Today when I checked my balance on fingerhut.com, I saw that I receive a...
full refund for the return.
[redacted]copied and pasted from email.
I am rejecting this response because:
When I placed the order it said that I,would get it buy Christmas. However I did not get it by Christmas. I would like a refund of the full amount of the shipping charges for all three watches that I ordered.
CONFIDENTIAL COMMUNICATION May 9, 2016 Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]. To confirm to Ms. [redacted], we received the Chef’s mark Countertop IceCube Maker as a return earlier today. Her warranty claim has been approved, and a replacement order for the same item has been submitted at no cost to Ms. [redacted]. Ms. [redacted] should allow up to 72 hours from this response to receive shipping confirmation and a tracking number for the replacement order at her [email protected] email address on file. Ms. [redacted] may re-open this inquiry if she has an issue after receiving the new ice maker, but at this time we consider this matter closed and resolved. 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.Thank you for taking care of the issues that were addressed. I do need to mention that the customer service that was received from the general customer service lines were completely unprofessional and unsatisfactory. The agents were rude, spoke over us, yelled at us and refused to let us speak to a supervisor. Also, I did see that you mentioned that the account was noted on 9/21 for our complaint... We had been calling every other day since 9/6 and were promised, by the agents, that my account would be noted about the missing parts. This is upsetting to read that there were more lies that were given in this ordeal. I can not say that I will be using your company in the future due to this whole mess. The fact that the agents were trying to charge me for an item that clearly was part of the description, does not sit well with me. They had offer to sell us the heater for a "discounted rate" from $100 to $50, plus shipping and handling... it's just not right. Sincerely, [redacted]
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. Just to be clear, I never provided Fingerhut with a Richmond, VA address because I don't live in Richmond, VA., also when the order was placed and the post office box was provided as a means of delivery, why didn't Fingerhut say at the time the order was placed, a post office box was not acceptable?? If this was the case, I would have provided a street address.... Thank You for the taking the time to resolve this matter. Sincerely,[redacted]
[redacted]Please see attached documents.
I received yet another invoice yesterday when I cam home from work from Fingerhut...I received one last Saturday and then one the week before...they just received my payment yesterday yet I have to date received no credit from them so it appears they will continue on this path of harassment towards me...here are the latest notices for request of payment I have received from them - I want this to be in the file and my complaint against them.
[redacted]copied and pasted from email. (FingerhutDocuments.pdf)
I am rejecting this response because: even though late charges were assessed totaling 217 in late fees and 488.89 in payments since June my balance should be 328.11. No payments have been applied. Pay 46.98 and 38 is charged for late fees the 8.98 is applied. They are only assesing late...
CONFIDENTIAL COMMUNICATION July 1, 2016 ...⇄#[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has requested that we drop all of the late charges applied to her account at the time she was unable to pay them, due to a family emergency. She states she can begin to make payments in July, if they are set to her previous monthly minimum amount. Due to the stage of delinquency of Ms. [redacted]’s account, she has not received a late fee since March 9, 2016. While we are unable to remove any late fees that have been applied to her account, our payment plans are designed to help pay the remaining balance on the account going forward. We do not show that Ms. [redacted] has called us to make these payment arrangements as of yet, and we encourage her to do so as this may prevent her account from charging off and potentially being sold to a third party collections agency. Again, the phone number for our Payment Department is ###-###-####. Ms. [redacted] should request a payment plan to decrease her monthly payments during this stressful time. Sincerely, Vi [redacted]Executive Care Team VF/jm
2016 ...⇄ Revdex.com 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. Mr. [redacted] states he ordered a necklace and bracelet set from the Fingerhut catalog. He asserts that UPS did not deliver on the expected delivery date, so he filed a complaint but nothing was ever done. Mr. [redacted] had the jewelry set appraised by two jewelers, who advised they are worth $180.00, while our price is $529.95. He claims he returned them both, as instructed, and then received a bill for $46.99. Mr. [redacted] is concerned that his bill is now $70.38, including a late fee on the merchandise that was returned. Additionally, Mr. [redacted] requests to have his account closed and no further calls or correspondence are to be sent to him. The expected delivery date is given to our customers in an attempt to provide an estimated date and to help plan for the arrival of their packages. However, we are unfortunately unable to guarantee an exact date or time the carrier will deliver the package. Our records indicate Mr. [redacted] ordered the 10K Gold 4mm Figaro 20" Necklace & 8-1/4" Bracelet on March 30, 2016 and was charged a total of $579.60. The jewelry set was returned on May 11, 2016, and a credit was issued to his account of $555.16 also on May 11, 2016. As Mr. Worley mentions, and which our return policy states, “the original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error.” Our records show a shipping and handling fee of $16.49 and a return shipping fee of $7.95. Please understand, Mr. [redacted]’s account is a revolving account and as such, late fees and interest charges are applied on the account, when appropriate. When we did not receive a minimum payment on the due date of May 9, 2016 and had not yet received the returned merchandise, a late fee of $27.00 was applied. Our terms and conditions states, “a late fee will be charged to an account if the minimum monthly payment is not received by the due date indicated on the customer’s statement.” When Mr. [redacted] opened his Fingerhut credit account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any of the 6 prior billing cycles.” Interest charges are applied on Mr. [redacted]’s cycle date of the 13th of each month, as long as there is a balance. We have closed the account, per Mr. [redacted]’s request. We have revoked consent on Mr. [redacted]’s account, which means Fingerhut will no longer contact him by phone. We have added Mr. [redacted]’s account to our “Do Not Solicit” list to prevent future mailings. Please keep in mind, because our catalogs are printed in advance, he should allow 6 to 8 weeks for this request to process. Mr. [redacted] may place Cease and Desist status on his account to stop further collection calls from being made or written communications sent. However, Mr. [redacted] will continue to be sent monthly statements to keep him aware of any payment(s) due. If Mr. [redacted] wishes to request a cease and desist, he may contact us by calling ###-###-#### or by sending us a letter to [redacted] St. Cloud, MN 56303, attention to: Executive Care Team, Jessica. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/jm
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. In Mr. [redacted]’s inquiry he indicates he is set up on a recurring payment schedule that is automatically processed on the scheduled payment date. Mr. [redacted] indicates he changed his checking account information a month before the scheduled payment was to be deducted, however, the scheduled payment processed through his old checking account which caused an overdraft fee of $32.89 plus a daily overdraft fee of $4.89 for a total of $37.78. Mr. [redacted] indicated this is the second time a payment was processed through an incorrect checking account. Mr. [redacted] is requesting a refund for the overdraft fee. Our records indicate Mr. [redacted] contacted our Customer Service Department on October 12, 2015 for assistance in updating his password on our website. The agent assisted Mr. [redacted] with the password update request. Mr. [redacted] also requested to cancel a scheduled payment and to set up a new scheduled payment. The agent cancelled a scheduled payment for the minimum payment due that had originally started on April 22, 2015 and set up a new payment schedule of $40.00 per month beginning on October 22, 2015. On November 18, 2015 Mr. [redacted] set up a recurring payment schedule beginning November 22, 2015 on our website for the minimum monthly payment. Since a recurring payment schedule was already in effect on Mr. [redacted]’s account and Mr. [redacted] set up another recurring payment schedule on November 18, 2015, both payments were processed on November 22, 2015. The bank returned the $40.00 payment to us as not paid and the payment was reversed on December 6, 2015. On December 10, 2015 Mr. [redacted] contacted Customer Service to advise us that he was charged an overdraft fee from his bank in the amount of $36.00 because the payment was processed using his previous/old bank account. On December 10, 2015. Mr. [redacted] was issued a credit of $25.00 as a courtesy for the returned check fee he was billed on his Gettington Account. The recurring payment schedule of $40.00 was also cancelled on December 10, 2015. At this time, we requested Mr. [redacted] to send a copy of his bank statement showing the overdraft fee to our payment research specialist to review to determine if a refund of the overdraft fee was warranted. We have no record of receiving a copy of Mr. [redacted]’s bank statement. As part of our in-depth review of his account, we have no record of Mr. [redacted] cancelling the recurring payment schedule of $40.00 prior to December 10, 2015. Additionally, our records indicate the recurring scheduled payment Mr. [redacted] set up on the website on November 18, 2015 was active with recurring payments being processed on the 22nd of each month until the schedule was cancelled on May 25, 2016. We have no record of this recurring payment schedule being cancelled prior to May 25, 2016. It is important to remember if a payment schedule is already set up and a change needs to be made prior to the payment processing, we require at least 24 hours prior to the date the payment is scheduled for the payment schedule to be cancelled. If a payment is made prior to a payment schedule date, the payment schedule will still process. Since we have no record of a cancellation being requested on our website or by phone prior to the payment that processed on May 22, 2016, we are unable to credit Mr. [redacted]’s Gettington account for the overdraft fee he was charged by his bank. While researching Mr. [redacted]’s inquiry, we reviewed a call recording in which Mr. [redacted]’s spouse identified herself as Mr. [redacted]. She requested that we close the Gettington account and the agent advised her that he was closing the account per her request. Later in the call, Mr. [redacted] spoke with the agent and advised the agent that he and his wife were the account holders. Please understand, we do not have joint accounts. Since this account was opened in Mr. [redacted]’s name we cannot close the account unless Mr. [redacted] requests for the account to be closed. If he would like to close the account he may contact our customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. We apologize for any inconvenience this may have caused. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonably satisfactory to me. I'll equate it to "guilty with an explanation."I very much appreciate your help with this. This is the first time I have ever felt a need to register a complaint with any branch of the Revdex.com and I can say that I'm much more satisfied with your assistance than I am with the company's response.Thank you for your very prompt assistance.D. [redacted]
CONFIDENTIAL COMMUNICATION July 15, 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 further inquiry we received from your office on behalf of Ms. [redacted]. As an assurance to Ms. [redacted], although it may appear we are reporting two separate accounts, it really is just a continuation of the same account with the same account number. WebBank, as the bank issuer of all Fingerhut credit accounts, will appear alongside Fingerhut on the label of the account trade-line. Typically, it is labeled and appears on the credit report as “Fingerhut/WebBank” or WebBank/Fingerhut.” Our records indicate we received Ms. [redacted]’s completed fraud affidavit on July 8, 2016 and forwarded it to the Credit Risk Department for review at that time. On the same date, they finalized the investigation, approved Ms. [redacted]’s claim, closed the account for fraud, and sent requests for removal of the trade-line from all credit bureaus where it appeared. Ms. [redacted] should allow 30 to 60 days from this response for the updates to process and reflect on her credit files. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care TeamVF/ah
CONFIDENTIAL COMMUNICATION December 29, 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. Ms. [redacted] indicates she made a payment on our website on November 27, 2016 and realized on November 29, 2016 that two payments of $74.05 were taken in error. Ms. [redacted] contacted us the same day and requested to speak to a supervisor. Ms. [redacted] states over the course of a two week period she contacted us several times requesting to speak to a supervisor and was never able to speak to a supervisor and never received a call back from a supervisor. Ms. [redacted] is requesting credit for the inconvenience she has experienced and for the overdraft fee she states she incurred and contact from a supervisor or manager regarding this issue. Our records indicate on November 9, 2016 Ms. [redacted] set up a scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 25, 2016 Ms. [redacted] set up another scheduled payment on our website to be processed on November 27, 2016 in the amount of $74.05. On November 29, 2016 Ms. [redacted] contacted our Customer Service Department and advised two payments were processed in error. Ms. [redacted] requested to speak with a supervisor and as no supervisor was available at the time, the agent transferred Ms. [redacted] to a supervisor’s voicemail. Ms. [redacted] called back immediately and spoke with another agent and advised them of the duplicate payment issue. The agent referred Ms. [redacted]’ concern to our Payment Research Team and requested a refund to be sent. The refund was processed on November 30, 2016. Please understand, since Ms. [redacted] made the payment using her checking account and not a debit card, the refund typically takes 10-14 business days to process through Ms. [redacted]’ bank account. We have no record of Ms. [redacted] requesting to speak to a supervisor again until December 12, 2016 and December 15, 2016. On December 19, 2016 a supervisor attempted to contact Ms. [redacted] and left a message requesting Ms. [redacted] to contact us back. We sincerely apologize Ms. [redacted] did not receive a call back from a supervisor in a timely manner. As there was no cancellation requested for either scheduled payment and since both scheduled payments were set up on our website by Ms. [redacted], no reimbursement will be issued for the overdraft fee. If Ms. [redacted] has further questions 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
Attached is our response
CONFIDENTIAL COMMUNICATION February 23, 2017...
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he placed an order from Fingerhut months ago but never received the item. He states he has contacted us multiple times and he completed an affidavit for the missing item. Mr. [redacted] indicates he spoke with a manager and credit was issued for the missing item. The manager advised Mr. [redacted] that he may place a new order on our website. When Mr. [redacted] attempted to order online, he was unable to successfully complete the order. Mr. [redacted] contacted Customer Service and was advised due to being a Fingerhut FreshStart customer he needed to place his order by phone. Upon attempting the order by phone the agent advised Mr. [redacted] he was unable to place the order at that time and asked Mr. [redacted] to call again in 2-4 hours to place the order. Mr. [redacted] states he opened his Fingerhut FreshStart account to improve his credit and has made several payments toward the order he never received. Mr. [redacted] is requesting to place his order and have the payments he already made applied to his new order so he can complete the FreshStart program and he would like free shipping on his new order. Mr. [redacted] would also like to speak with a manager. Our records indicate Mr. [redacted] applied 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. Mr. [redacted] placed an order on November 4, 2016 for an Indoor Electric Grill which totaled $79.98 including shipping and handling. Mr. [redacted] also made his $30.00 down payment using his MasterCard Debit at the time of the order. The grill was shipped on November 8, 2016 to the address Mr. [redacted] specified when the order was placed. The package was delivered on November 14, 2016 via UPS tracking number [redacted]. On November 17, 2016 Mr. [redacted] contacted us by phone and inquired about the delivery of the order. The tracking information was provided and the agent advised Mr. [redacted] to check around his residence and with neighbors and if he couldn’t locate the package to contact us back. On November 21, 2016 Mr. [redacted] contacted us and requested to have his address updated. The agent completed the change of address per Mr. [redacted]’s request. On December 5, 2016, Mr. [redacted] advised us he did not receive the merchandise and the agent sent an “affidavit of merchandise not received”. On December 20, 2016 Mr. [redacted] contacted us by email and advised he had not received the affidavit. The agent sent another affidavit the same day. On January 23, 2017 Mr. [redacted] contacted us by phone and asked if we received the completed affidavit that he sent 2-3 weeks prior. The agent advised Mr. [redacted] the affidavit had not yet been received and Mr. [redacted] requested to speak with a supervisor. The agent transferred Mr. [redacted] to the supervisor line and a supervisor contacted Mr. [redacted] the same day per his request. Mr. [redacted] requested another change of address and the supervisor updated the address per his request. The supervisor also issued credit for the order Mr. [redacted] did not receive and advised Mr. [redacted] to allow 24-48 hours for the credit to appear on his account. On February 2, 2017 Mr. [redacted] contacted us to place an order. The agent attempted to place the order but was unsuccessful. The agent advised Mr. [redacted] to contact us back in 2-4 hours to replace the order. Mr. [redacted] requested to speak with a supervisor/manager and the agent transferred Mr. [redacted] to her supervisor’s voicemail and advised Mr. [redacted] to leave a message and he would receive a call back in 24-48 hours. On February 3, 2017 Mr. [redacted] contacted us again and requested to place an order for a different item since he already purchased the indoor grill locally. The agent advised Mr. [redacted] the order needed to be placed for the same exact item. Mr. [redacted] requested to speak to a supervisor and voicemail messages were left at the phone number Mr. [redacted] provided on February 4, 2017 and February 5, 2017. Please understand since FreshStart accounts are valid for a single order, there is special handling required if an item is not received and as such, the order cannot be placed on our website. We sincerely apologize if Mr. [redacted] was advised the order could be placed on our website. As a courtesy, if Mr. [redacted] would like to place an order for a different item within his $230.00 credit limit, he may contact a member of our Executive Care Team, Becky, at ###-###-#### for further assistance. The down payment of $30.00 and the two additional payments of $6.97, Mr. [redacted] has already made will be applied to his new order. If he no longer wants to place an order, he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT to request a refund of the payments. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION May 31, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. While we understand Ms. [redacted]’s frustration regarding the balance remaining on her account, we also have an obligation to apply policies fairly and consistently to all of our customers. Our return policy provides pertinent information to guide and assist our customers with any questions regarding returns. As stated previously, we are unable to issue any credit for the original shipping and handling or the return shipping fees. The minimum payment of $57.94 includes the past due amount of $46.95 and is due by June 11, 2016. The balance remaining on Ms. [redacted]’s account is $113.83. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION July 22,...
2016 ...⇄ #[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she ordered an outdoor planter, but when she received the package she never opened it. When Ms. [redacted] called Fingerhut to request return instructions, she was given incorrect directions and therefore she called us again. During Ms. [redacted]’s second call, she was told she would not be charged for the return. However, Ms. [redacted] states she is now responsible for $7.95 in return shipping and a total of $32.97 in late fees. Ms. [redacted] claims because of this mistake, she has been negatively reported to the credit bureaus. Additionally, she has tried several times to dispute this charge, but feels that she has only gotten the “run around”. Our records indicate a CobraCo Tricycle Flower Planter was ordered on April 30, 2016 for a total of $54.98. It was returned to us on June 6, 2016 with a return credit issued of $32.04. We would like to apologize that Ms. [redacted] was given the incorrect return instructions and also told she would owe nothing. Our records indicate on May 10, 2016 a representative advised the customer that we would request full credit for the returned item. Upon this request, we made a one-time exception and credited all shipping and handling charges, due to the fact that Ms. [redacted] returned the only item she ever purchased with us. On July 5, 2016 the shipping and handling fees of $14.99 and return shipping fee of $7.95 were credited to Ms. [redacted]’s account. Also on July 5, 2016, a refund for late fees was issued of $7.99. The account has a zero balance as of July 14, 2016. Ms. [redacted]’s account is now closed and has a zero balance. Additionally, we have requested the information to be updated on her account to the credit reporting agencies. Our records indicate the account never reported delinquent, however, on July 20, 2016 we have updated the balance. This will update the balance as zero to the credit bureaus on July 24, 2016. We would like to remind Ms. [redacted] that if she needs further assistance, Customer service representatives are available at ###-###-#### Monday-Friday from 8AM-9PM Central Standard Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted]Executive Care TeamVF/JM
CONFIDENTIAL COMMUNICATION May 16,...
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] has stated she ordered items in the amount of $352.06 on her Fingerhut Credit Card Account and never received the package that was sent to her via UPS Tracking [redacted]. She claims UPS has no record of this delivery. Ms. [redacted] states that Fingerhut is making her pay for a package that she never received and has repeatedly tried to resolve this issue. She has requested a credit to her account of $352.06. Our records indicate that the tracking number for this package was delivered March 23, 2016 at 10:40 AM. This information is available on the UPS website. Due to this information, it is our policy that Ms. [redacted] provide us with a copy of a police report in order to further investigate the merchandise not received. We were given information for a police report, but when we called the Paris, Texas police department they were unable to verify the report under the case number given. At this time, we would need a copy of a valid police report. Please mail the police report to [redacted] Saint Cloud, MN 56303 or fax to ###-###-#### attention: Executive Care Team –Jessica. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
I am rejecting this response because:
I was...
involuntary unemployed the employer lied to avoid paying unemployment benefits. I have appealed and am awaiting response regarding my appeal to unemployment. I have proof the employer lied. Your denying payment because the employer lied amd claimed is was willfull misconduct is ridiculous. I was wrongfully terminated and I have even contacted lawyers still awaiting response. I do not accept your answer as I did nothing wrong to lose my job they jusr didnt want to pay me stolen overtime wages and vacation time
CONFIDENTIAL COMMUNICATION July 22,...
2016 ...⇄ Revdex.com 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. Mr. [redacted] claims he ordered a mattress from Fingerhut, and within days the mattress was defective. He received a new mattress under warranty which was also defective, therefore, he requested a refund. He states he requested a supervisor call from Fingerhut but never received a return call. The only communication he has received from Fingerhut has been the billing statements each month. He would like this removed from his credit report. Our records indicate Mr. [redacted] ordered a Serta Queen 18" Raised Airbed with Neverflat Pump with a 1 Year Service Plan on October 15, 2014. We have no record of Mr. [redacted] contacting us in regards to the returning the mattress, however at this time Mr. [redacted] will not be able to return the product for a refund. 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.” Mr. [redacted]’s 1 Year Service Plan began on October 17, 2015. For assistance with this product Mr. [redacted] should contact National Extended Warranty at ###-###-####. His warranty contract number is [redacted]. According to an account review completed on July 22, 2016 the bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. “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. At this time the current balance on Mr. [redacted]’s account is $330.02. A minimum payment of $200.91 is due by August 13, 2016. To make payment arrangements, he may contact of Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Final Consumer Response /* (2000, 5, 2015/07/06) */
I received a message from Fingerhut yesterday informing me that the computer I returned, was still at the warehouse and fingerhut will dispose of it and process my refund. Today when I checked my balance on fingerhut.com, I saw that I receive a...
full refund for the return.
[redacted]copied and pasted from email.
I am rejecting this response because:
When I placed the order it said that I,would get it buy Christmas. However I did not get it by Christmas. I would like a refund of the full amount of the shipping charges for all three watches that I ordered.
CONFIDENTIAL COMMUNICATION May 9, 2016 Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted]– [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted]. To confirm to Ms. [redacted], we received the Chef’s mark Countertop IceCube Maker as a return earlier today. Her warranty claim has been approved, and a replacement order for the same item has been submitted at no cost to Ms. [redacted]. Ms. [redacted] should allow up to 72 hours from this response to receive shipping confirmation and a tracking number for the replacement order at her [email protected] email address on file. Ms. [redacted] may re-open this inquiry if she has an issue after receiving the new ice maker, but at this time we consider this matter closed and resolved. 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.Thank you for taking care of the issues that were addressed. I do need to mention that the customer service that was received from the general customer service lines were completely unprofessional and unsatisfactory. The agents were rude, spoke over us, yelled at us and refused to let us speak to a supervisor. Also, I did see that you mentioned that the account was noted on 9/21 for our complaint... We had been calling every other day since 9/6 and were promised, by the agents, that my account would be noted about the missing parts. This is upsetting to read that there were more lies that were given in this ordeal. I can not say that I will be using your company in the future due to this whole mess. The fact that the agents were trying to charge me for an item that clearly was part of the description, does not sit well with me. They had offer to sell us the heater for a "discounted rate" from $100 to $50, plus shipping and handling... it's just not right. Sincerely, [redacted]
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. Just to be clear, I never provided Fingerhut with a Richmond, VA address because I don't live in Richmond, VA., also when the order was placed and the post office box was provided as a means of delivery, why didn't Fingerhut say at the time the order was placed, a post office box was not acceptable?? If this was the case, I would have provided a street address.... Thank You for the taking the time to resolve this matter. Sincerely,[redacted]
[redacted]Please see attached documents.
I received yet another invoice yesterday when I cam home from work from Fingerhut...I received one last Saturday and then one the week before...they just received my payment yesterday yet I have to date received no credit from them so it appears they will continue on this path of harassment towards me...here are the latest notices for request of payment I have received from them - I want this to be in the file and my complaint against them.
[redacted]copied and pasted from email. (FingerhutDocuments.pdf)
I am rejecting this response because: even though late charges were assessed totaling 217 in late fees and 488.89 in payments since June my balance should be 328.11. No payments have been applied. Pay 46.98 and 38 is charged for late fees the 8.98 is applied. They are only assesing late...
charges they ARENT applying my payments!!!!!!
CONFIDENTIAL COMMUNICATION July 1, 2016 ...⇄ #[redacted] �...⇄ Revdex.com of Minnesota �...⇄ Attn: [redacted]220 S River Ridge CircleBurnsville, 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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has requested that we drop all of the late charges applied to her account at the time she was unable to pay them, due to a family emergency. She states she can begin to make payments in July, if they are set to her previous monthly minimum amount. Due to the stage of delinquency of Ms. [redacted]’s account, she has not received a late fee since March 9, 2016. While we are unable to remove any late fees that have been applied to her account, our payment plans are designed to help pay the remaining balance on the account going forward. We do not show that Ms. [redacted] has called us to make these payment arrangements as of yet, and we encourage her to do so as this may prevent her account from charging off and potentially being sold to a third party collections agency. Again, the phone number for our Payment Department is ###-###-####. Ms. [redacted] should request a payment plan to decrease her monthly payments during this stressful time. Sincerely, Vi [redacted]Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION June 8,...
2016 ...⇄ Revdex.com 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. Mr. [redacted] states he ordered a necklace and bracelet set from the Fingerhut catalog. He asserts that UPS did not deliver on the expected delivery date, so he filed a complaint but nothing was ever done. Mr. [redacted] had the jewelry set appraised by two jewelers, who advised they are worth $180.00, while our price is $529.95. He claims he returned them both, as instructed, and then received a bill for $46.99. Mr. [redacted] is concerned that his bill is now $70.38, including a late fee on the merchandise that was returned. Additionally, Mr. [redacted] requests to have his account closed and no further calls or correspondence are to be sent to him. The expected delivery date is given to our customers in an attempt to provide an estimated date and to help plan for the arrival of their packages. However, we are unfortunately unable to guarantee an exact date or time the carrier will deliver the package. Our records indicate Mr. [redacted] ordered the 10K Gold 4mm Figaro 20" Necklace & 8-1/4" Bracelet on March 30, 2016 and was charged a total of $579.60. The jewelry set was returned on May 11, 2016, and a credit was issued to his account of $555.16 also on May 11, 2016. As Mr. Worley mentions, and which our return policy states, “the original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error.” Our records show a shipping and handling fee of $16.49 and a return shipping fee of $7.95. Please understand, Mr. [redacted]’s account is a revolving account and as such, late fees and interest charges are applied on the account, when appropriate. When we did not receive a minimum payment on the due date of May 9, 2016 and had not yet received the returned merchandise, a late fee of $27.00 was applied. Our terms and conditions states, “a late fee will be charged to an account if the minimum monthly payment is not received by the due date indicated on the customer’s statement.” When Mr. [redacted] opened his Fingerhut credit account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $27.00. The maximum amount will increase but not be more than $37.00 if you did not make your minimum payment on time in any of the 6 prior billing cycles.” Interest charges are applied on Mr. [redacted]’s cycle date of the 13th of each month, as long as there is a balance. We have closed the account, per Mr. [redacted]’s request. We have revoked consent on Mr. [redacted]’s account, which means Fingerhut will no longer contact him by phone. We have added Mr. [redacted]’s account to our “Do Not Solicit” list to prevent future mailings. Please keep in mind, because our catalogs are printed in advance, he should allow 6 to 8 weeks for this request to process. Mr. [redacted] may place Cease and Desist status on his account to stop further collection calls from being made or written communications sent. However, Mr. [redacted] will continue to be sent monthly statements to keep him aware of any payment(s) due. If Mr. [redacted] wishes to request a cease and desist, he may contact us by calling ###-###-#### or by sending us a letter to [redacted] St. Cloud, MN 56303, attention to: Executive Care Team, Jessica. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION June 21,...
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. In Mr. [redacted]’s inquiry he indicates he is set up on a recurring payment schedule that is automatically processed on the scheduled payment date. Mr. [redacted] indicates he changed his checking account information a month before the scheduled payment was to be deducted, however, the scheduled payment processed through his old checking account which caused an overdraft fee of $32.89 plus a daily overdraft fee of $4.89 for a total of $37.78. Mr. [redacted] indicated this is the second time a payment was processed through an incorrect checking account. Mr. [redacted] is requesting a refund for the overdraft fee. Our records indicate Mr. [redacted] contacted our Customer Service Department on October 12, 2015 for assistance in updating his password on our website. The agent assisted Mr. [redacted] with the password update request. Mr. [redacted] also requested to cancel a scheduled payment and to set up a new scheduled payment. The agent cancelled a scheduled payment for the minimum payment due that had originally started on April 22, 2015 and set up a new payment schedule of $40.00 per month beginning on October 22, 2015. On November 18, 2015 Mr. [redacted] set up a recurring payment schedule beginning November 22, 2015 on our website for the minimum monthly payment. Since a recurring payment schedule was already in effect on Mr. [redacted]’s account and Mr. [redacted] set up another recurring payment schedule on November 18, 2015, both payments were processed on November 22, 2015. The bank returned the $40.00 payment to us as not paid and the payment was reversed on December 6, 2015. On December 10, 2015 Mr. [redacted] contacted Customer Service to advise us that he was charged an overdraft fee from his bank in the amount of $36.00 because the payment was processed using his previous/old bank account. On December 10, 2015. Mr. [redacted] was issued a credit of $25.00 as a courtesy for the returned check fee he was billed on his Gettington Account. The recurring payment schedule of $40.00 was also cancelled on December 10, 2015. At this time, we requested Mr. [redacted] to send a copy of his bank statement showing the overdraft fee to our payment research specialist to review to determine if a refund of the overdraft fee was warranted. We have no record of receiving a copy of Mr. [redacted]’s bank statement. As part of our in-depth review of his account, we have no record of Mr. [redacted] cancelling the recurring payment schedule of $40.00 prior to December 10, 2015. Additionally, our records indicate the recurring scheduled payment Mr. [redacted] set up on the website on November 18, 2015 was active with recurring payments being processed on the 22nd of each month until the schedule was cancelled on May 25, 2016. We have no record of this recurring payment schedule being cancelled prior to May 25, 2016. It is important to remember if a payment schedule is already set up and a change needs to be made prior to the payment processing, we require at least 24 hours prior to the date the payment is scheduled for the payment schedule to be cancelled. If a payment is made prior to a payment schedule date, the payment schedule will still process. Since we have no record of a cancellation being requested on our website or by phone prior to the payment that processed on May 22, 2016, we are unable to credit Mr. [redacted]’s Gettington account for the overdraft fee he was charged by his bank. While researching Mr. [redacted]’s inquiry, we reviewed a call recording in which Mr. [redacted]’s spouse identified herself as Mr. [redacted]. She requested that we close the Gettington account and the agent advised her that he was closing the account per her request. Later in the call, Mr. [redacted] spoke with the agent and advised the agent that he and his wife were the account holders. Please understand, we do not have joint accounts. Since this account was opened in Mr. [redacted]’s name we cannot close the account unless Mr. [redacted] requests for the account to be closed. If he would like to close the account he may contact our customer Service Department at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. We apologize for any inconvenience this may have caused. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is reasonably satisfactory to me. I'll equate it to "guilty with an explanation."I very much appreciate your help with this. This is the first time I have ever felt a need to register a complaint with any branch of the Revdex.com and I can say that I'm much more satisfied with your assistance than I am with the company's response.Thank you for your very prompt assistance.D. [redacted]
CONFIDENTIAL COMMUNICATION July 15, 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 further inquiry we received from your office on behalf of Ms. [redacted]. As an assurance to Ms. [redacted], although it may appear we are reporting two separate accounts, it really is just a continuation of the same account with the same account number. WebBank, as the bank issuer of all Fingerhut credit accounts, will appear alongside Fingerhut on the label of the account trade-line. Typically, it is labeled and appears on the credit report as “Fingerhut/WebBank” or WebBank/Fingerhut.” Our records indicate we received Ms. [redacted]’s completed fraud affidavit on July 8, 2016 and forwarded it to the Credit Risk Department for review at that time. On the same date, they finalized the investigation, approved Ms. [redacted]’s claim, closed the account for fraud, and sent requests for removal of the trade-line from all credit bureaus where it appeared. Ms. [redacted] should allow 30 to 60 days from this response for the updates to process and reflect on her credit files. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care TeamVF/ah