Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 14, 2015
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased a pair of Reebok Women's Princess Classic Athletic Shoes on September 11, 2015. We received the return of the shoes from Ms. [redacted] on October 7, 2015. A credit of $31.14 was issued to her WebBank/Fingerhut Advantage account for the full merchandise price, but as our return policy states, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error." Ms. [redacted] was required to pay for the original shipping/handling of $14.99. Likewise, a return postage fee of $7.95 was deducted from the credit because it was sent back to us for a "non-qualifying" reason. Ms. [redacted] selected the return reason of 'too large/long' which is not a qualifying reason per our return policy.
At this time Ms. [redacted]'s account balance is $47.91. A minimum of $22.97 is due by January 2, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
Final Consumer Response /* (4200, 12, 2016/01/27) */
[redacted]Document Attached[redacted]
When I Spoke with the agent he said I was being charged for shipping. I went on Fingerhut website to read their policy on returns. The only info on returns was if you use a promo code you would not receive the discount amount credit for your return.That is the only thing posted about return & credit. I went on Fingerhut site to print out a copy, Fingerhut have added on more information on returns. Shipping and handling info and more has been added, even a click on this for website problems. I am attaching a copy of the bill. The only fees charged are for late fee and minimun interest fee a total of 8.99. No other fees are billed to me. And I shouldn't have a late payment fee because this is the first bill after the return.
Final Business Response /* (4000, 14, 2016/02/03) */
CONFIDENTIAL COMMUNICATION
February 3, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, the full merchandise price of $31.41 was issued as a credit to Ms. [redacted]'s account on October 7, 2015. The original shipping and handling of $14.99 and a return postage fee of $7.95 were deducted from the credit as the item was sent back to Fingerhut for a "non-qualifying" reason, meaning the shipping and handling were not eligible for credit.
If Ms. [redacted] would like additional information on our return policy, she can find it in full on www.Fingerhut.com or on the back of her billing statement.
Please note, when Ms. [redacted] opened her Fingerhut Account she agreed to the account 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 $26.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles." We did not receive a payment from Ms. [redacted] in either November 2015, December 2015, or January 2016 and as such, late fees accrued.
As a one time courtesy to Ms. [redacted], we have agreed to waive the late fee that was assessed on December 2, 2015 in the amount of $14.98.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
I am rejecting this response because: This business is still refusing to refund my shipping costs if I return my item and void my contract. They did not honor the contract I entered into, which was for 2 items not one. I have had to purchase the other item and make payments on that item. I agreed to the bimonthly amount for 2 items not for 1. Their refusal to honor their side of the contract or void it and make a new one is unsatisfactory.
CONFIDENTIAL COMMUNICATION September 20, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted]220 S. River Ridge CircleBurnsville, MN 55337 Re: [redacted]Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut FreshStart Installment Loan Account ending in [redacted]. Ms. [redacted] states she opened a WebBank/Fingerhut FreshStart Installment Loan account in 2011 and in 2013 the account was reported to a third party collector, [redacted], with a balance of $104.11. She further states on June 14, 2013 she made a payment of $104.11 and this company continues to sell her information to other third party lenders. Ms. [redacted]’s desired resolution is to have the trade line removed from her credit reporting and have this company no longer sell her information. According to our records the WebBank/Fingerhut FreshStart Installment Loan account ending in [redacted] was opened online on September 2, 2011. Since the application was completed online, a written signature was not required. An order was placed on September 23, 2011 online for a 7pc Stainless Kitchen Tool Set, a Thomson Pottery 16pc Quadro Dinnerware Set and a Super Chef 44-pc. Cutlery and Kitchen Gadget Set. The merchandise was shipped via FedEx to the address on the application. Fingerhut received the required $30.00 down payment with a MasterCard debit card ending in [redacted]. A further payment of $40.00 was received on November 18, 2011 from a checking account ending in [redacted]. As there were no further payments received, the unpaid balance of $104.11 charged off on May 9, 2012 and the account was sold to [redacted] Capital on February 1, 2013. Once an account is sold Fingerhut no longer owns or collects on the debt. According to an account review on September 16, 2016, Equifax is reporting the account accurately as Transfer/Sold with a zero balance. TransUnion is no longer reporting a trade line. Nothing is reporting to Experian, as Fingerhut did not begin reporting to Experian until October 2013. 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 Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. We understand Ms. [redacted]’s frustration and have reached out to [redacted] Capital with her concerns. If Ms. [redacted] has questions regarding the details of her account, we would encourage her to contact [redacted] Capital, as they have full access to her account information at this point. [redacted] Capital can be reached directly at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Kari [redacted]Executive Care TeamKD/sa
I am rejecting this response because:
My account...
was never credited for the shipping and handling costs. I am not sure what is going on but now my account balance is higher and I did make my payment too. So I am still very dissatisfied with the way fingerhut treats there customers. I have NEVER missed a payment before except in july. I feel as if I'm being ripped off and I'm just trying to get this issue resolved.
CONFIDENTIAL COMMUNICATION April 20, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states that he has never done business with Fingerhut and Fingerhut is calling him in error. Mr. [redacted]’s desired is to have his personal information removed from our system. Our records indicate that Fingerhut may have called phone number ###-###-#### in an attempt to reach one of our customers. Phone number ###-###-#### was removed from our customer’s account on April 12, 2016 upon receipt of this inquiry. On April 15, 2016, Mr. [redacted]’s name, email and current address have also been added to Fingerhut’s “Do Not Solicit” list. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
CONFIDENTIAL COMMUNICATION June 21, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
CONFIDENTIAL COMMUNICATION April 28, 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 Mr. [redacted], regarding his WebBank/Fingerhut Advantage Credit Account balance. We would like to provide Mr. [redacted] with a clearer understanding of his balance. As a reminder, Mr. [redacted]’s account is an interest-bearing, revolving credit account. As such, an interest charge is imposed whenever a balance is carried from one billing cycle to the next. The amount of interest charged for a given billing cycle is based on the account’s current annual percentage rate of 25.15%, and will vary in relation to increases or decreases in the account balance from month to month. Mr. [redacted]’s account also had been assessed monthly fees for his past enrollment in SafeLine Account Protection Plus (SafeLine Plus). SafeLine Plus is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account. The monthly fee for the plan was $1.19 for every $100 of the credit account statement balance and was disclosed in the “fees” section of the customer’s monthly statement. Our investigation confirms that Mr. [redacted] enrolled in SafeLine Plus on March 28, 2015 while completing a Fingerhut account credit application via Fingerhut.com. As an assurance to Mr. [redacted], SafeLine servicing has confirmed they cancelled his plan enrollment on March 18, 2016 per his request and, effective that date, no further plan fees will be billed. However, Mr. [redacted] still qualifies to file a benefit claim for an event occurring while his coverage was in effect, and our records show he was most recently sent a benefit activation application on April 14, 2016. He should fax the completed application, along with any required supporting documentation, to ###-###-#### or send the materials as an email attachment to [email protected]. Mr. [redacted] remains responsible to make the minimum payment due on his account unless or until he receives SafeLine’s notification by mail stating his benefit is approved. Mr. [redacted] also had a past insurance policy enrollment provided by Affinion Benefits Group (Affinion), one of our affiliated companies. It was an accidental death and dismemberment (AD&D) policy underwritten by Federal Insurance Company, a member of the Chubb Group of Insurance Companies. He elected to enroll in this policy via a paper enrollment form he filled out, signed and dated, and mailed back to Affinion, which we have attached to this response. The disclosures section just above Mr. [redacted]’s signature state, in part, “I authorize until further notice the necessary quarterly electronic charges to my Fingerhut Advantage Credit Account issued by WebBank according to the coverage rate schedule.” Only a single policy premium was ever billed to Mr. [redacted]’s account on April 5, 2016 for $99.00. Affinion has confirmed they cancelled his policy enrollment on April 21, 2016 per his request and, effective that date, no further premiums will be billed. Affinion made an exception and issued a full refund credit back to his account of the $99.00 premium on April 25, 2016. While Mr. [redacted]’s account reflects a history of making payments on time, it recently assessed a $27.00 late fee when no payment was received by the April 13, 2016 due date. Allowing for the information and adjustments that were made as described above, we maintain that Mr. [redacted]’s current balance of $1473.85 is fully accurate. The minimum payment due by his next due date of May 13, 2016 is $78.64. A detailed monthly statement is being sent electronically each month to his email on record of [redacted]@gmail.com. If he prefers to receive a paper statement via regular mail, Mr. [redacted] can make this change via his web account or by calling customer service Monday – Friday, 8 a.m. – 8 p.m. Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
I am rejecting this response because:
They stuck me with a pc knowing good and well that I called and they did not log the call correctly that is what I was told by 2 other customer service reps/
made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I reviewed and now its showing they are no longer charging for safe line. I will continue to pay but if I have any more issues with this company I am filing another complaint. There were several times I made a payment and the bill did not budge. Terrible company and I will be sure to let others know to never use this company when using credit.
2017 ...⇄ Revdex.com of Minnesota �...⇄ # 3[redacted]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 an order placed with us. In Ms. [redacted]’s inquiry, she states she placed an order on January 25, 2017, which was cancelled on January 26, 2017, as a fraudulent order. Ms. [redacted] is upset as we never contacted her regarding the order, and the authorization charge placed on her account for the order has not been removed. Ms. [redacted] is requesting for the authorization charge be removed from her account for the cancelled order. After reviewing Ms. [redacted]’s account, we show the order placed January 25, 2017 was canceled because the card and billing address information did not match, and was stopped by a security rule. We would need a good billing address for the credit card for the order to process correctly. If Ms. [redacted] would still like to place the order, we recommend she go through a manual verification with the bank and a representative from our card services department. She may contact them at ###-###-####, option 3. They can do a three-way call with her and the bank to do the manual verification. Our records also show Ms. [redacted] was in contact with our representative on February 22, 2017, at which time, notified us that the funds were released to her account for the authorization of the original order placed on January 25, 2017. In regards to Ms. [redacted]’s statement that she ordered from us through her employer’s website, please be advised that we have no affiliation with Ms. [redacted]’s employer, and are not aware of any employers that would present our website for order. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION March 17, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her credit was temporarily increased when she did not ask for it. She states this affected her credit score. She would not like additional credit line increases on her Fingerhut Account and for the records to be dropped from her credit report. Per the Account Terms and Conditions to which Ms. [redacted] agreed to, “we may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Any reduction, increase, or other change to the account’s credit limit is the result of ongoing systematic monitoring of account activity data. This information may pertain to the customer’s Fingerhut Account as well as their credit history as a whole. Customers showing an overall strong performance with respect to credit may notice their WebBank/Fingerhut Advantage Credit Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer’s regular credit limit is given a permanent increase matching the amount of the order(s), to a rounded dollar figure. If no orders are placed within the applicable timeframe, the temporary increase expires and the regular credit limit is restored. Ms. [redacted] requested for credit line increases on her account to be frozen on March 1, 2017. A freeze on an account can take up to 5 business days to process and be applied. Our records indicate a temporary increase of credit was issued on March 3, 2016 which brought Ms. [redacted]’s credit limit to $2,700. This offer was removed and Ms. [redacted]’s credit was placed back to $1,900 due to the freeze request. Ms. [redacted]’s credit account was frozen at $1,900 on March 8, 2017. We are not able to modify the reporting on her credit bureau record, due to the terms of the account that she agreed to, as mentioned above. If Ms. [redacted] has any further questions or concerns, she 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. 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] 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. We are sorry to hear that the Samsung Galaxy Tab 3 Lite Android Tablet Ms. [redacted] received was defective. Our records indicate the tablet was ordered on November 14, 2016 and shipped on November 16, 2016. We were notified of the defective tablet on February 1, 2016, which is outside of the 30 day home trial period. Per our return policy, tablets must be returned to us within 30 days. While we were offering an extended home trial during the holiday season, this allowed for exchange or refund through January 31, 2016. Because Ms. [redacted] notified us one day after the deadline, we will make an exception by accepting the return. Fingerhut provides a convenient prepaid return label with the product. If Ms. [redacted] no longer has this, she can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com. She should mark the box indicating the product is defective. If she needs any further assistance with obtaining the label, she may call our Executive Care Team at ###-###-####. Once we receive the tablet, a prompt exchange will be made. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm �...⇄ [redacted]
CONFIDENTIAL COMMUNICATION March 13, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry, she states she ordered an Omega Magic Lift Jack which was delivered without the handle. Ms. [redacted] contacted us with this information and was assured a handle would be shipped to her. After 3 weeks, Ms. [redacted] still did not receive the handle, so she contacted us again and was then provided with information that the handle did not come with the Jack and was told to purchase one. Ms. [redacted] shows the handle is included on the parts list included with the item. Ms. [redacted] then requested a return label to return the item. She was told the label was sent, and has yet to receive one. Ms. [redacted] is requesting a handle and an adjustment of the price. After reviewing Ms. [redacted]’ account, we show she ordered the Omega Magic Lift Jack on December 24, 2016. The item was shipped on December 29, 2016 and delivered on January 4, 2017. Ms. [redacted] contacted us on January 4, 2017 regarding the missing handle. A message was sent to an internal specialist to have the handle sent to Ms. [redacted]. On January 17, we were informed the handle did not come with the jack. Ms. [redacted] was sent a $20.00 discount coupon for a future order, and a return label was issued to be sent to Ms. [redacted] for a return. We apologize to Ms. [redacted] that the product information showed she would be receiving the handle, as that information was incorrect. The handle is sold under a different item number, and they were supposed to be sold together as a set. The items were never to be sold separately. Ms. [redacted] states the return label issued on January 17, 2017 has not been received. We are issuing another to be sent in the mail, as well as one to be sent to her email address on file. Once Ms. [redacted] receives a return label, she may return the item for a credit to her account, even though it has passed the allowed return time, due to the advertising error. If Ms. [redacted] has any further questions or concerns, she 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. Sincerely, Vi [redacted] Executive Care Team VF/AH
Initial Business Response /* (1000, 5, 2015/10/21) */
CONFIDENTIAL COMMUNICATION
October 16, 2015
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] states that she received the Apple iPad Air 2 16 GB with no shrink-wrap, a shattered screen and no accessories. We sincerely apologize that the merchandise arrived in this condition.
We are unable to send Ms. [redacted] the new iPad until we have received the damaged one as a return. We have sent her a prepaid label to return the iPad, which may take 7 to 10 days to receive. Once Ms. [redacted] has returned the iPad, she should allow 10 days for us to receive and process the return. Once the return is received, a replacement will be sent to her.
We at Fingerhut always strive for an exceptional customer experience in all interactions with our customers, and we sincerely apologize for the poor customer service she experienced.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot wait that long. I need a new one that I purchased before I can return the old unit
Final Consumer Response /* (3000, 11, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will not return unless replacement is sent
Final Business Response /* (4000, 9, 2015/10/29) */
CONFIDENTIAL COMMUNICATION
October 29, 2015
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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We understand that Mr. [redacted] would like to reorder a new iPad before returning the defective one. However, this would bring his account beyond his available credit limit and may cause negative credit reporting, as a result. For this reason, we need him to return the iPad to us. Once the return is processed, we can resend another to him.
Having provided Mr. [redacted] with all information available to us, we are now considering this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 September...
13, 2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband VIP Plus program. Mr. [redacted] states that on September 6, 2016 he found that the Haband VIP Plus program has been charging his Visa credit card account every month for the past 9 months for $14.97 without his approval or knowledge. He called a Haband VIP Plus customer service representative and was told that there would be no refund but he could cancel the service. He called again and the representative told him that the membership was not cancelled and he would continue to be charged the monthly fee. Mr. [redacted]’s desired resolution is cancellation of the program and a refund of $134.73. Our records indicate that an enrollment for the Haband VIP Plus program was accepted while placing a web order that was received on September 10, 2015. Mr. [redacted] was presented with an opportunity to save $15 off his next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mr. [redacted] ever obligated to accept this membership offer and his Haband purchase was not contingent upon him accepting the offer. To enroll in this program, Mr. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page he entered his email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mr. [redacted] skipped any one of these steps, no membership would have been established. Of course once enrolled the customer has the option to cancel their membership at any time with no further obligation. We have contacted our partner company that administers our Haband VIP Plus program and have received confirmation that the membership has been cancelled on September 8, 2016. Mr. [redacted] was fully refunded $181.63. This refund consists of the trial fee of $1.99 and 12 credits of the $14.97 monthly fee. The credits were issued on September 14, 2016 to Visa Credit Card in which the payment was originally applied. If Mr. [redacted] has any further questions or concerns, he may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Saturday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
I am rejecting this response because:
Half of this information is incorrect. The continue to call me through an automatic dailer and I have proof that they sold my account but is still trying to collect payments from me. In addition what they sold my account for is not what is owed to them. I haven't made any payment arrangements because they don't even know what is going on with my account. Please review attachment if Fingerhut credit is issue through web bank. Please address this letter and your representative hung up on me because she could not answer my question listen to recorded conversation.
October 26, 2016 Revdex.com Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: [redacted]ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of...
[redacted] regarding a Haband merchandise return. Ms. [redacted] states that she placed an order for three pairs of cotton shorts in July 2016. When the order arrived, the shorts didn’t fit so she returned them. She further states that she has written and called Haband’s customer service, however, he has not received an exchange for the shorts or a refund. Ms.[redacted] would like a full refund for the shorts plus the return label fee. Our records support that an order was placed by Ms. [redacted] on July 19, 2016 for three pairs of Haband’s Boardwalk Knit Shorts. The price of the shorts were $7.99 per pair plus $6.99 shipping/handling. The total for this order was $30.96. We tracked the returned package with our carrier and the tracking information states that our warehouse received on September 7, 2016. Although our exchange/returns form does advise our customers to allow 2 – 4 weeks for returns processing, her return was not refunded within this time frame. For this we apologize. In reviewing her account, we cannot establish that verbal or written correspondence received from Ms. [redacted]. Refund check # [redacted] for $30.96 was issued on October 21, 2016 and mailed on October 24, 2016 for the returned merchandise including shipping/handling. As a one-time courtesy, an additional refund for $9.99 was issued on October 24, 2016 to reimburse Ms. [redacted] for the cost of the inbound postage. This refund will be mailed on October 26, 2016. If Ms. [redacted] has any further questions or concerns, she may contact me at ###-###-#### between 9 am- 3 pm (EST), Monday – Friday. Thank you for allowing us to explain. Sincerely, Lea [redacted]Haband Customer ServiceBluestem Brands, Inc. ...
CONFIDENTIAL COMMUNICATION August 8, 2016 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 further inquiry we received on behalf of Mr. [redacted]. We fully understand Mr. [redacted]’s frustration with this issue, which is why we appreciate his patience and understanding in this matter. We are confident that in this instance the steps we have taken will permanently and successfully cease all future mailings to him, we again apologize for any inconvenience Mr. [redacted] has experienced. However, should Mr. [redacted] receive mail from us after the 6-8 week timeframe, he should contact our Executive Care Department directly at [email protected] or via phone at ###-###-#### and we will respond within 24 hours. 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.
Lea from Haband has contacted me and given me the invoice I have requested for 5 months and told me that the late charges would be removed. I have yet to receive a new invoice from Comenity Capital Bank and so the matter is NOT resolved yet. Hopefully soon, but it was all so unnecessary in the first place that I have my doubts.
Initial Business Response /* (1000, 5, 2015/12/14) */
CONFIDENTIAL COMMUNICATION
December 14, 2015
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate Ms. [redacted] purchased a pair of Reebok Women's Princess Classic Athletic Shoes on September 11, 2015. We received the return of the shoes from Ms. [redacted] on October 7, 2015. A credit of $31.14 was issued to her WebBank/Fingerhut Advantage account for the full merchandise price, but as our return policy states, "the original shipping/handling is nonrefundable on return merchandise if the item is not damaged, defective, or in the case of a shipping error." Ms. [redacted] was required to pay for the original shipping/handling of $14.99. Likewise, a return postage fee of $7.95 was deducted from the credit because it was sent back to us for a "non-qualifying" reason. Ms. [redacted] selected the return reason of 'too large/long' which is not a qualifying reason per our return policy.
At this time Ms. [redacted]'s account balance is $47.91. A minimum of $22.97 is due by January 2, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (2000, 7, 2015/12/28) */
Final Consumer Response /* (4200, 12, 2016/01/27) */
[redacted]Document Attached[redacted]
When I Spoke with the agent he said I was being charged for shipping. I went on Fingerhut website to read their policy on returns. The only info on returns was if you use a promo code you would not receive the discount amount credit for your return.That is the only thing posted about return & credit. I went on Fingerhut site to print out a copy, Fingerhut have added on more information on returns. Shipping and handling info and more has been added, even a click on this for website problems. I am attaching a copy of the bill. The only fees charged are for late fee and minimun interest fee a total of 8.99. No other fees are billed to me. And I shouldn't have a late payment fee because this is the first bill after the return.
Final Business Response /* (4000, 14, 2016/02/03) */
CONFIDENTIAL COMMUNICATION
February 3, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated, the full merchandise price of $31.41 was issued as a credit to Ms. [redacted]'s account on October 7, 2015. The original shipping and handling of $14.99 and a return postage fee of $7.95 were deducted from the credit as the item was sent back to Fingerhut for a "non-qualifying" reason, meaning the shipping and handling were not eligible for credit.
If Ms. [redacted] would like additional information on our return policy, she can find it in full on www.Fingerhut.com or on the back of her billing statement.
Please note, when Ms. [redacted] opened her Fingerhut Account she agreed to the account 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 $26.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles." We did not receive a payment from Ms. [redacted] in either November 2015, December 2015, or January 2016 and as such, late fees accrued.
As a one time courtesy to Ms. [redacted], we have agreed to waive the late fee that was assessed on December 2, 2015 in the amount of $14.98.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
I am rejecting this response because: This business is still refusing to refund my shipping costs if I return my item and void my contract. They did not honor the contract I entered into, which was for 2 items not one. I have had to purchase the other item and make payments on that item. I agreed to the bimonthly amount for 2 items not for 1. Their refusal to honor their side of the contract or void it and make a new one is unsatisfactory.
CONFIDENTIAL COMMUNICATION September 20, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted]220 S. River Ridge CircleBurnsville, MN 55337 Re: [redacted]Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut FreshStart Installment Loan Account ending in [redacted]. Ms. [redacted] states she opened a WebBank/Fingerhut FreshStart Installment Loan account in 2011 and in 2013 the account was reported to a third party collector, [redacted], with a balance of $104.11. She further states on June 14, 2013 she made a payment of $104.11 and this company continues to sell her information to other third party lenders. Ms. [redacted]’s desired resolution is to have the trade line removed from her credit reporting and have this company no longer sell her information. According to our records the WebBank/Fingerhut FreshStart Installment Loan account ending in [redacted] was opened online on September 2, 2011. Since the application was completed online, a written signature was not required. An order was placed on September 23, 2011 online for a 7pc Stainless Kitchen Tool Set, a Thomson Pottery 16pc Quadro Dinnerware Set and a Super Chef 44-pc. Cutlery and Kitchen Gadget Set. The merchandise was shipped via FedEx to the address on the application. Fingerhut received the required $30.00 down payment with a MasterCard debit card ending in [redacted]. A further payment of $40.00 was received on November 18, 2011 from a checking account ending in [redacted]. As there were no further payments received, the unpaid balance of $104.11 charged off on May 9, 2012 and the account was sold to [redacted] Capital on February 1, 2013. Once an account is sold Fingerhut no longer owns or collects on the debt. According to an account review on September 16, 2016, Equifax is reporting the account accurately as Transfer/Sold with a zero balance. TransUnion is no longer reporting a trade line. Nothing is reporting to Experian, as Fingerhut did not begin reporting to Experian until October 2013. 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 Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. We understand Ms. [redacted]’s frustration and have reached out to [redacted] Capital with her concerns. If Ms. [redacted] has questions regarding the details of her account, we would encourage her to contact [redacted] Capital, as they have full access to her account information at this point. [redacted] Capital can be reached directly at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Kari [redacted]Executive Care TeamKD/sa
I am rejecting this response because:
My account...
was never credited for the shipping and handling costs. I am not sure what is going on but now my account balance is higher and I did make my payment too. So I am still very dissatisfied with the way fingerhut treats there customers. I have NEVER missed a payment before except in july. I feel as if I'm being ripped off and I'm just trying to get this issue resolved.
CONFIDENTIAL COMMUNICATION April 20, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf Mr. [redacted] regarding a WebBank/Fingerhut credit account. Mr. [redacted] states that he has never done business with Fingerhut and Fingerhut is calling him in error. Mr. [redacted]’s desired is to have his personal information removed from our system. Our records indicate that Fingerhut may have called phone number ###-###-#### in an attempt to reach one of our customers. Phone number ###-###-#### was removed from our customer’s account on April 12, 2016 upon receipt of this inquiry. On April 15, 2016, Mr. [redacted]’s name, email and current address have also been added to Fingerhut’s “Do Not Solicit” list. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
CONFIDENTIAL COMMUNICATION June 21, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
CONFIDENTIAL COMMUNICATION April 28, 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 Mr. [redacted], regarding his WebBank/Fingerhut Advantage Credit Account balance. We would like to provide Mr. [redacted] with a clearer understanding of his balance. As a reminder, Mr. [redacted]’s account is an interest-bearing, revolving credit account. As such, an interest charge is imposed whenever a balance is carried from one billing cycle to the next. The amount of interest charged for a given billing cycle is based on the account’s current annual percentage rate of 25.15%, and will vary in relation to increases or decreases in the account balance from month to month. Mr. [redacted]’s account also had been assessed monthly fees for his past enrollment in SafeLine Account Protection Plus (SafeLine Plus). SafeLine Plus is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account. The monthly fee for the plan was $1.19 for every $100 of the credit account statement balance and was disclosed in the “fees” section of the customer’s monthly statement. Our investigation confirms that Mr. [redacted] enrolled in SafeLine Plus on March 28, 2015 while completing a Fingerhut account credit application via Fingerhut.com. As an assurance to Mr. [redacted], SafeLine servicing has confirmed they cancelled his plan enrollment on March 18, 2016 per his request and, effective that date, no further plan fees will be billed. However, Mr. [redacted] still qualifies to file a benefit claim for an event occurring while his coverage was in effect, and our records show he was most recently sent a benefit activation application on April 14, 2016. He should fax the completed application, along with any required supporting documentation, to ###-###-#### or send the materials as an email attachment to [email protected]. Mr. [redacted] remains responsible to make the minimum payment due on his account unless or until he receives SafeLine’s notification by mail stating his benefit is approved. Mr. [redacted] also had a past insurance policy enrollment provided by Affinion Benefits Group (Affinion), one of our affiliated companies. It was an accidental death and dismemberment (AD&D) policy underwritten by Federal Insurance Company, a member of the Chubb Group of Insurance Companies. He elected to enroll in this policy via a paper enrollment form he filled out, signed and dated, and mailed back to Affinion, which we have attached to this response. The disclosures section just above Mr. [redacted]’s signature state, in part, “I authorize until further notice the necessary quarterly electronic charges to my Fingerhut Advantage Credit Account issued by WebBank according to the coverage rate schedule.” Only a single policy premium was ever billed to Mr. [redacted]’s account on April 5, 2016 for $99.00. Affinion has confirmed they cancelled his policy enrollment on April 21, 2016 per his request and, effective that date, no further premiums will be billed. Affinion made an exception and issued a full refund credit back to his account of the $99.00 premium on April 25, 2016. While Mr. [redacted]’s account reflects a history of making payments on time, it recently assessed a $27.00 late fee when no payment was received by the April 13, 2016 due date. Allowing for the information and adjustments that were made as described above, we maintain that Mr. [redacted]’s current balance of $1473.85 is fully accurate. The minimum payment due by his next due date of May 13, 2016 is $78.64. A detailed monthly statement is being sent electronically each month to his email on record of [redacted]@gmail.com. If he prefers to receive a paper statement via regular mail, Mr. [redacted] can make this change via his web account or by calling customer service Monday – Friday, 8 a.m. – 8 p.m. Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
I am rejecting this response because:
They stuck me with a pc knowing good and well that I called and they did not log the call correctly that is what I was told by 2 other customer service reps/
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. I reviewed and now its showing they are no longer charging for safe line. I will continue to pay but if I have any more issues with this company I am filing another complaint. There were several times I made a payment and the bill did not budge. Terrible company and I will be sure to let others know to never use this company when using credit.
CONFIDENTIAL COMMUNICATION February 27,...
2017 ...⇄ Revdex.com of Minnesota �...⇄ # 3[redacted]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 an order placed with us. In Ms. [redacted]’s inquiry, she states she placed an order on January 25, 2017, which was cancelled on January 26, 2017, as a fraudulent order. Ms. [redacted] is upset as we never contacted her regarding the order, and the authorization charge placed on her account for the order has not been removed. Ms. [redacted] is requesting for the authorization charge be removed from her account for the cancelled order. After reviewing Ms. [redacted]’s account, we show the order placed January 25, 2017 was canceled because the card and billing address information did not match, and was stopped by a security rule. We would need a good billing address for the credit card for the order to process correctly. If Ms. [redacted] would still like to place the order, we recommend she go through a manual verification with the bank and a representative from our card services department. She may contact them at ###-###-####, option 3. They can do a three-way call with her and the bank to do the manual verification. Our records also show Ms. [redacted] was in contact with our representative on February 22, 2017, at which time, notified us that the funds were released to her account for the authorization of the original order placed on January 25, 2017. In regards to Ms. [redacted]’s statement that she ordered from us through her employer’s website, please be advised that we have no affiliation with Ms. [redacted]’s employer, and are not aware of any employers that would present our website for order. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION March 17, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her credit was temporarily increased when she did not ask for it. She states this affected her credit score. She would not like additional credit line increases on her Fingerhut Account and for the records to be dropped from her credit report. Per the Account Terms and Conditions to which Ms. [redacted] agreed to, “we may increase or reduce your credit limit, or suspend or terminate your Account, at any time with or without cause. We will provide notice to you to the extent required by applicable law.” Any reduction, increase, or other change to the account’s credit limit is the result of ongoing systematic monitoring of account activity data. This information may pertain to the customer’s Fingerhut Account as well as their credit history as a whole. Customers showing an overall strong performance with respect to credit may notice their WebBank/Fingerhut Advantage Credit Account has been given a credit line increase, either temporary or permanent. By placing an order or orders on their credit account during the time their temporary increase is in effect, the customer’s regular credit limit is given a permanent increase matching the amount of the order(s), to a rounded dollar figure. If no orders are placed within the applicable timeframe, the temporary increase expires and the regular credit limit is restored. Ms. [redacted] requested for credit line increases on her account to be frozen on March 1, 2017. A freeze on an account can take up to 5 business days to process and be applied. Our records indicate a temporary increase of credit was issued on March 3, 2016 which brought Ms. [redacted]’s credit limit to $2,700. This offer was removed and Ms. [redacted]’s credit was placed back to $1,900 due to the freeze request. Ms. [redacted]’s credit account was frozen at $1,900 on March 8, 2017. We are not able to modify the reporting on her credit bureau record, due to the terms of the account that she agreed to, as mentioned above. If Ms. [redacted] has any further questions or concerns, she 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. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION April 15,...
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We are sorry to hear that the Samsung Galaxy Tab 3 Lite Android Tablet Ms. [redacted] received was defective. Our records indicate the tablet was ordered on November 14, 2016 and shipped on November 16, 2016. We were notified of the defective tablet on February 1, 2016, which is outside of the 30 day home trial period. Per our return policy, tablets must be returned to us within 30 days. While we were offering an extended home trial during the holiday season, this allowed for exchange or refund through January 31, 2016. Because Ms. [redacted] notified us one day after the deadline, we will make an exception by accepting the return. Fingerhut provides a convenient prepaid return label with the product. If Ms. [redacted] no longer has this, she can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com. She should mark the box indicating the product is defective. If she needs any further assistance with obtaining the label, she may call our Executive Care Team at ###-###-####. Once we receive the tablet, a prompt exchange will be made. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm �...⇄ [redacted]
CONFIDENTIAL COMMUNICATION March 13, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry, she states she ordered an Omega Magic Lift Jack which was delivered without the handle. Ms. [redacted] contacted us with this information and was assured a handle would be shipped to her. After 3 weeks, Ms. [redacted] still did not receive the handle, so she contacted us again and was then provided with information that the handle did not come with the Jack and was told to purchase one. Ms. [redacted] shows the handle is included on the parts list included with the item. Ms. [redacted] then requested a return label to return the item. She was told the label was sent, and has yet to receive one. Ms. [redacted] is requesting a handle and an adjustment of the price. After reviewing Ms. [redacted]’ account, we show she ordered the Omega Magic Lift Jack on December 24, 2016. The item was shipped on December 29, 2016 and delivered on January 4, 2017. Ms. [redacted] contacted us on January 4, 2017 regarding the missing handle. A message was sent to an internal specialist to have the handle sent to Ms. [redacted]. On January 17, we were informed the handle did not come with the jack. Ms. [redacted] was sent a $20.00 discount coupon for a future order, and a return label was issued to be sent to Ms. [redacted] for a return. We apologize to Ms. [redacted] that the product information showed she would be receiving the handle, as that information was incorrect. The handle is sold under a different item number, and they were supposed to be sold together as a set. The items were never to be sold separately. Ms. [redacted] states the return label issued on January 17, 2017 has not been received. We are issuing another to be sent in the mail, as well as one to be sent to her email address on file. Once Ms. [redacted] receives a return label, she may return the item for a credit to her account, even though it has passed the allowed return time, due to the advertising error. If Ms. [redacted] has any further questions or concerns, she 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. Sincerely, Vi [redacted] Executive Care Team VF/AH
Initial Business Response /* (1000, 5, 2015/10/21) */
CONFIDENTIAL COMMUNICATION
October 16, 2015
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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] states that she received the Apple iPad Air 2 16 GB with no shrink-wrap, a shattered screen and no accessories. We sincerely apologize that the merchandise arrived in this condition.
We are unable to send Ms. [redacted] the new iPad until we have received the damaged one as a return. We have sent her a prepaid label to return the iPad, which may take 7 to 10 days to receive. Once Ms. [redacted] has returned the iPad, she should allow 10 days for us to receive and process the return. Once the return is received, a replacement will be sent to her.
We at Fingerhut always strive for an exceptional customer experience in all interactions with our customers, and we sincerely apologize for the poor customer service she experienced.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I cannot wait that long. I need a new one that I purchased before I can return the old unit
Final Consumer Response /* (3000, 11, 2015/10/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Will not return unless replacement is sent
Final Business Response /* (4000, 9, 2015/10/29) */
CONFIDENTIAL COMMUNICATION
October 29, 2015
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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We understand that Mr. [redacted] would like to reorder a new iPad before returning the defective one. However, this would bring his account beyond his available credit limit and may cause negative credit reporting, as a result. For this reason, we need him to return the iPad to us. Once the return is processed, we can resend another to him.
Having provided Mr. [redacted] with all information available to us, we are now considering this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 September...
13, 2016 Revdex.com Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding a Haband VIP Plus program. Mr. [redacted] states that on September 6, 2016 he found that the Haband VIP Plus program has been charging his Visa credit card account every month for the past 9 months for $14.97 without his approval or knowledge. He called a Haband VIP Plus customer service representative and was told that there would be no refund but he could cancel the service. He called again and the representative told him that the membership was not cancelled and he would continue to be charged the monthly fee. Mr. [redacted]’s desired resolution is cancellation of the program and a refund of $134.73. Our records indicate that an enrollment for the Haband VIP Plus program was accepted while placing a web order that was received on September 10, 2015. Mr. [redacted] was presented with an opportunity to save $15 off his next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mr. [redacted] ever obligated to accept this membership offer and his Haband purchase was not contingent upon him accepting the offer. To enroll in this program, Mr. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page he entered his email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mr. [redacted] skipped any one of these steps, no membership would have been established. Of course once enrolled the customer has the option to cancel their membership at any time with no further obligation. We have contacted our partner company that administers our Haband VIP Plus program and have received confirmation that the membership has been cancelled on September 8, 2016. Mr. [redacted] was fully refunded $181.63. This refund consists of the trial fee of $1.99 and 12 credits of the $14.97 monthly fee. The credits were issued on September 14, 2016 to Visa Credit Card in which the payment was originally applied. If Mr. [redacted] has any further questions or concerns, he may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Saturday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
I am rejecting this response because:
Half of this information is incorrect. The continue to call me through an automatic dailer and I have proof that they sold my account but is still trying to collect payments from me. In addition what they sold my account for is not what is owed to them. I haven't made any payment arrangements because they don't even know what is going on with my account. Please review attachment if Fingerhut credit is issue through web bank. Please address this letter and your representative hung up on me because she could not answer my question listen to recorded conversation.
I am rejecting this response because All I am asking is fot the whole account to be removed.it is paid
October 26, 2016 Revdex.com Attn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: [redacted]ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of...
[redacted] regarding a Haband merchandise return. Ms. [redacted] states that she placed an order for three pairs of cotton shorts in July 2016. When the order arrived, the shorts didn’t fit so she returned them. She further states that she has written and called Haband’s customer service, however, he has not received an exchange for the shorts or a refund. Ms.[redacted] would like a full refund for the shorts plus the return label fee. Our records support that an order was placed by Ms. [redacted] on July 19, 2016 for three pairs of Haband’s Boardwalk Knit Shorts. The price of the shorts were $7.99 per pair plus $6.99 shipping/handling. The total for this order was $30.96. We tracked the returned package with our carrier and the tracking information states that our warehouse received on September 7, 2016. Although our exchange/returns form does advise our customers to allow 2 – 4 weeks for returns processing, her return was not refunded within this time frame. For this we apologize. In reviewing her account, we cannot establish that verbal or written correspondence received from Ms. [redacted]. Refund check # [redacted] for $30.96 was issued on October 21, 2016 and mailed on October 24, 2016 for the returned merchandise including shipping/handling. As a one-time courtesy, an additional refund for $9.99 was issued on October 24, 2016 to reimburse Ms. [redacted] for the cost of the inbound postage. This refund will be mailed on October 26, 2016. If Ms. [redacted] has any further questions or concerns, she may contact me at ###-###-#### between 9 am- 3 pm (EST), Monday – Friday. Thank you for allowing us to explain. Sincerely, Lea [redacted]Haband Customer ServiceBluestem Brands, Inc. ...
CONFIDENTIAL COMMUNICATION August 8, 2016 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 further inquiry we received on behalf of Mr. [redacted]. We fully understand Mr. [redacted]’s frustration with this issue, which is why we appreciate his patience and understanding in this matter. We are confident that in this instance the steps we have taken will permanently and successfully cease all future mailings to him, we again apologize for any inconvenience Mr. [redacted] has experienced. However, should Mr. [redacted] receive mail from us after the 6-8 week timeframe, he should contact our Executive Care Department directly at [email protected] or via phone at ###-###-#### and we will respond within 24 hours. 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.
Lea from Haband has contacted me and given me the invoice I have requested for 5 months and told me that the late charges would be removed. I have yet to receive a new invoice from Comenity Capital Bank and so the matter is NOT resolved yet. Hopefully soon, but it was all so unnecessary in the first place that I have my doubts.