I am rejecting this response because:I have sent...
them everything they have requested I have sent them the information with the Chelan County Sheriff's Department that no report would be taken as the perk the package was not stolen from my porch the Box showed up empty untampered with until I opened it and found nothing in it I feel that I am getting the total run around I have ordered other major purchases from this company ordered a TV a laptop computer and had no problems with them now when I order the iPhone 6s and they're outside supplier in shipper is the one that did not place the item in the box when shipped I have sent all information for the Chelan County Sheriff's Department to them I have also showed sent them the information for the prosecuting attorney for Chelan County and also the Attorney General's Office of the State of Washington they need to investigate their supplier as their supplier is not supplying what they are supposed to be shipping I can guarantee you whoever packaged this box that the shipper will know who packaged it and I guarantee you that person most likely has my iPhone 6 in their back pocket in the meantime they are still making me pay for this phone even though I never received it and as far as my conversation with the people on their call in what they are stating is a bunch of Lies I called them four times and each time I was very rudely spoken to the last time I was told the blank F off and they hung up on me their customer service call bank is located in either India or Pakistan that's the only type of people that you could get the could not speak English early at all and they were very very rude all I know is I want my iPhone 6s that I ordered and that and that I have already paid $300 on while waiting for it to ride which I have not received and it looks like they're going to force me to pay the remaining balance or be turned over to collections I want my iPhone 6s that's all I'm asking for I'm not trying to rip anybody off I'm not trying to call a scam I want my product that I ordered and that I'm being forced to pay for it but they definitely need to investigate and contact their supplier that they use outside the company to supply the iPhone 6s and ship to their customers because there's their supplier is ripping not just me off the ripping the company offex
CONFIDENTIAL COMMUNICATION January 4, 2017 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. In Ms. [redacted]’s inquiry she stated that she made several calls to our company requesting to speak to a supervisor in placing an order with Fingerhut. She states that she has not received a call back after leaving a voicemail. Ms. [redacted] was attempting to order a large item and wanted free shipping on her order. Our free shipping promotions are offered on our website and catalogs. Free shipping promotions codes are not valid on oversized items and cannot be applied toward the purchase of items listed in that category. Information on items that are excluded can be found in the disclaimer language (where it states ‘see details’) that is advertised with the promotion. Unless Ms. [redacted] had received a promotion code for free shipping on oversized items, we would not be able to make adjustments to the shipping of such items. Our records indicate that Ms. [redacted] requested a supervisor when she spoke with our representative on December 7, 2016, and that she was called back on December 28, 2016. We apologize for the length of time it took for that callback to be made to Ms. [redacted]. Our records further indicate that during the conversation on the 28th, the supervisor explained the item is not eligible for free shipping because it is oversized, and that Ms. [redacted] was offered both a 10% discount on the price of the couch and a $30.00 discount coupon good for a future purchase, and Ms. [redacted] declined both of those. We apologize if the interactions Ms. [redacted] had with our representatives fell short of her expectations, as we strive to provide quality customer service to our customers. 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/RG
CONFIDENTIAL COMMUNICATION November 14, 2016 Revdex.com of...
Minnesota �...⇄ ...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], This letter is in response to the customer complaint filed with the Revdex.com by [redacted], regarding a WebBank/Fingerhut Credit Account. In the complaint our customer stated they purchased a faux Christmas tree from Fingerhut on September 23, 2016. After receiving the item our customer emailed Fingerhut on September 30, 2016 inquiring about a missing item that was advertised at www.fingerhut.com as being included with the Christmas tree. They were told that the issue would be referred to another department. Since they did not hear back they contacted the Fingerhut Chat Line the next week, and again were told the issue would be referred. On October 28, 2016, our customer contacted the Fingerhut Chat Line again and was told that the Christmas tree did not include the advertised item. Our records indicate our customer placed an order on our website at www.fingerhut.com for item number TC430 7.5' Prelit Tiffany Fir Feel-Real Christmas Tree on September 23, 2016. When the order was placed the item was advertised that it included a Storage Container. We have investigated the issue and have subsequently changed the description to state item is packed in a Reusable Storage Carton. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for not responding in a timely fashion, and for any inconvenience we may have caused. Our records indicate Mr. [redacted] was offered a $50.00 Discount Coupon for the inconvenience and refused. We would like to offer this to Mr. [redacted] again. If he wishes to accept it, he may contact our customer service department at www.fingerhut.com/customerservice or by calling us at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
I am rejecting this response because:
This is not...
my first time dealing with a data breach and my personal information being used for fraudulent purposes. You specifically mention that "The name and address on the application is the same Mr. [redacted] provided when contacting us regarding this issue." Of course it was the same, that is what scammers do to get what they want. Some jerk in Oregon used all my personal information but a different shipping address and he managed to order over $2000 in computers from Acer using MY money from my checking account. I don't know what you are implying but you are way off base, sir. The issue boils down to: I contacted you in January or March, dates don't really matter because I noticed the error and made contact! In March you said wait 60-90 days and that has come and gone a few times yet your inquiry remains on my reports. I fail to believe that you did anything to have this inquiry removed and this is simply a stalling tactic to get me to go away. I will continue to come for you until my credit reports are clear of your inquiry. Also, Chris [redacted], as of the past few months I can never get a live person on the phone number you provided. I am so sick of Fingerhut, you, and the lies. FIX IT like your March 8 letter promised and stop further victimizing me.
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]’s complaint states that multiple payments were taken from her bank account erroneously in March 2016 and in April 2016. Ms. [redacted] further states her desire to have one of the payments made in April to be applied toward her May minimum payment due. Our records indicate Ms. [redacted] spoke to an agent from our Billing/Recovery Department on February 21, 2016. Ms. [redacted] requested a scheduled payment to be set up for $30.00 using her Debit Card ending in [redacted] on March 16, 2016. The agent set up the payment per Ms. [redacted]’s request. On March 14, 2016 a payment of $59.98 was made on our website after the closing of our business day and was applied to Ms. [redacted]’s account on March 15, 2016. On March 16, 2016 two recurring payment schedules of $59.98 each were created on our website. When Ms. [redacted] contacted us on March 16, 2016 the agent was able to cancel two payments for $59.98 each and the $30.00 payment which left only one payment of $59.98 applied to Ms. [redacted]’s account for March 2016. In addition to cancelling three of the four payments, the agent also cancelled one of the recurring payment schedules. We sincerely apologize for any confusion this may have caused. On April 13, 2016 Ms. [redacted] made a payment on our website of $23.99 using her Debit Card ending in [redacted]. On April 16, 2016 the payment for $23.99, from recurring payment schedule, was processed and also applied to Ms. [redacted]’s account. On May 16, 2016 the payment for $23.99 from the recurring payment schedule was processed and applied to her account. When Ms. [redacted] spoke with an agent on May 16, 2016, Ms. [redacted] requested to have the additional payment that was made in April to be applied for May’s payment. The agent advised Ms. [redacted] that we could not apply the additional payment made in April to May. The agent cancelled the recurring payment schedule per Ms. [redacted]’s request. On May 17, 2016 Ms. [redacted] spoke to another agent and requested to have the payment that was made on May 16, 2016 refunded back to her Debit Card ending in [redacted]. The refund was completed on May 18, 2016. The usual timeframe for refunds to be credited back to the Debit Card is 3-5 business days. As a courtesy we have adjusted the minimum payment due on Ms. [redacted]’s account back to $23.99. We have also credited the late fee of $23.99 that appeared on Ms. [redacted]’s May 22, 2016 billing statement. The credit issued will appear on her statement printing on June 22, 2016. A minimum payment of $23.99 is due by June 18, 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. There are no payment schedules currently set up for Ms. [redacted]’s account. If Ms. [redacted] has further questions she may contact our Customer Service Department 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
I am rejecting this response because:
I contacted finger hut on October 30th to cancel my order and called again October 31st to reorder the same items with a customer service representative in order to get the free shipping with the code FREAKY. That particular representative did not cancel my order as requested and I was informed with by the new representative that more original order had actually shipped (it was to be canceled, and was canceled within the 24 hr time frame) due to the 2nd representative not able to stop my order or grant my free shipping I requested to speak with a supervisor. I was transferred to maybe 4 different reps before reaching the voice mail of a supervisor. as stated before. I did leave a message. my contact information and phone number have been the same for 18 years. I put the information to originally sign up and apply for credit with this company. it would have been odd for me to be approved for a credit account without a phone number listed. I never had a missed call or voice mail from fingerhut and I have double checked my phone records to confirm this. I also logged into my fingerhut account to view my contact information which is listed and my phone number was there. as for the 108.00 it was deducted from my account and I double checked the balance this morning and a week after fingerhut having physical presence of my item and a Revdex.com complaint the 108.00 was corrected.
Initial Business Response /* (1000, 5, 2015/11/25) */
CONFIDENTIAL COMMUNICATION
November 25, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on October 14, 2014 Mr. [redacted] purchased a Samsung 48" 1080p LED Smart TV. On November 18, 2015 Mr. [redacted] contacted Fingerhut stating the TV was no longer working properly. A letter was sent to Mr. [redacted] advising him he would need to contact the manufacturer as we require returns to be made in accordance with our return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, 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."
For all concerns with this product Mr. [redacted] will need to contact the manufacturer, Samsung, at [redacted] Monday through Sunday 9AM to 9PM Eastern Standard Time.
The last payment we have received from Mr. [redacted] was on June 15, 2015. Due to severe delinquency his account was charged off on November 16, 2015. The current balance on Mr. [redacted]'s account is $1367.18. The minimum amount due by December 15, 2015 is $479.93. To make payment arrangements we ask he contacts our Payment Department at [redacted] Monday through Friday 7AM to 9PM.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, sent the TV to samsung like they requested samsung had TV for 27 days, when I got the TV back it DID NOT WORK..Called Fingerhut again, as was given the standard answer call samsung..Continued to pay $74.00 a month from October till June 10x74 =$740.00 with the idea of we can get this resolved also spent another $472 to have TV repaired, and its still not working properly..Spent 14 months trying to get this taken care of, have over 500 calls in, Fingerhut sends you to the collections department, then to customer service, and each time its the same call samsung..I have been laughed at hung up on, and been ridiculed for better than a year..Stopped paying on this in June simply because it has been a nightmare dealing with people who speak no english, its an impossibilty getting my point across, this has ruined my credit, because of this. As far as I'm concerned this debt is paid, in fact they owe me because I have to buy another TV, you google complaints against Fingerhut, there are thousands and all say the same thing..Please help me, this is driving me insane..
THANK YOU
Final Business Response /* (4000, 9, 2015/12/07) */
CONFIDENTIAL COMMUNICATION
December 3, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated the Samsung Smart TV Mr. [redacted] is referring to is out of our return policy timeframe.
We apologize for the frustration Mr. [redacted] has experienced while dealing with the manufacturer, Samsung. Unfortunately, we are unable to assist in concerns he has with the product. For any issues with this product, Mr. [redacted] needs to contact Samsung at [redacted].
We have not received any payments on Mr. [redacted]'s account since June 15, 2015. Due to severe delinquency, his account was charged off on November 16, 2015. The current balance on Mr. [redacted]'s account is $1367.18 with a minimum payment of $479.93 due by December 15, 2015.
Although we understand Mr. [redacted]'s frustration regarding this matter, it does not deviate from the fact that he has received merchandise from Fingerhut charged to his WebBank/Fingerhut Advantage Credit Account and remains responsible for the corresponding debt. Per the Terms and Conditions that were agreed upon when the WebBank/Fingerhut Advantage Credit Account, "If you fail to fulfill the terms of the credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
At this time we have provided all information we have available on this matter. Fingerhut considers this matter closed.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2016/02/05) */
CONFIDENTIAL COMMUNICATION
February 5, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, 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 Credit Account.
Ms. [redacted] states that she has been paying $50.00 a month on her WebBank/Fingerhut bill and Fingerhut is now requesting a minimum payment of $70.00 a month that she cannot afford. Ms. [redacted] states that she spent three hours on the phone trying to resolve this issue, but no one would help her. Ms. [redacted] is requesting to have all late fees credited, to have a due date of the 28th each month and to make $50.00 a month payments without incurring additional late fees.
The WebBank/Fingerhut credit account ending in 1794 was opened on October 16, 2012 when an order was processed online for three twin sheet sets, three 17x17 pillows and a twin comforter set.
According to our records, Ms. [redacted] began to miss monthly payments and make payments for less than the minimum due in May 2014.
Please understand that when a payment is not received, or is received for less than the minimum due, late fees and interest charges accrue in accordance with the terms and conditions Ms. [redacted] agreed to upon opening this account
Between June 16, 2014 and September 11, 2014, $703.39 in merchandise was ordered, which caused the minimum due to increase from $59.99 due by May 6, 2014 to $75.60 due by October 6, 2014.
On February 18, 2015, Ms. [redacted]'s account met the qualifications for a reduced payment program, so Ms. [redacted] was agreed to a nine month reduced payment plan for $50.00 a month. During the program, the account was not charged late fees and received a reduced interest rate of 14.9%.
On January 5, 2016, Ms. [redacted] account reverted back to the original contractual terms, and is now closed to future purchases.
The current balance on Ms. [redacted]'s account is $1,255.76 with a minimum payment of $70.53 due by February 13, 2016.
Upon a thorough review of Mrs. [redacted]'s account, it was discovered that on July 23, 2015, Ms. [redacted] contacted Fingerhut to provide a new debit card and set up recurring payments.
Unfortunately, the previous scheduled payments were not deleted and Ms. [redacted] incurred three return payment fees for $26.00 each. A credit for $78.00 was issued to Ms. [redacted]'s account on February 4, 2016.
The $27.00 late fee incurred on January 13, 2016 was also credited to Ms. [redacted]'s account as a courtesy on January 29, 2016.
According to a call recording on January 28, 2016, Ms. [redacted] was advised that the available due dates were between the 1st and 27th each month. Since Ms. [redacted] is requesting a due date of the 28th, we are unable to honor her request.
If Ms. [redacted] still wishes to change her due date from the 13th, she may contact Customer Service at 1-800-208-2500. Please note that the due date can only be changed when the account is current.
Based on the available call recordings, all representatives and supervisors were respectful and professional in their conversations with Ms. [redacted].
Fingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of your expectations.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
Minnesota �...⇄ Attn: [redacted]220 S. River Ridge CircleBurnsville, MN 55337Re: [redacted]Case #: [redacted]Dear Ms. [redacted],I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account. Mr. [redacted] states even though his account was sold, Fingerhut accepted payments on February 8, 2016 and February 10, 2016. Mr. [redacted] further states he was told the payments should have been forwarded a couple of days after they were received, but the collection agency, Jefferson Capital, still has not been notified. As he made the payments a month before Jefferson Capital reported the account to the credit bureaus, Mr. [redacted] is requesting that Jefferson Capital to delete their trade line and for Fingerhut to update their trade line to reflect paid.According to our records, an application for credit was processed June 24, 2013 when an order was placed online for a Lee Men's Carpenter Shorts and a Lee Men’s Belted Cargo Short - Regular. The name and address on the application is the same one Mr. [redacted] provided when contacting us regarding this issue.Payments were processed with a checking account, MasterCard and Visa debit card in the name [redacted]. The last payment received was on May 22, 2015 for $50.00. Mr. [redacted]’s account charged off with an unpaid balance of $883.89 on December 11, 2015 and Fingerhut ceased collection activity. The account was sold to Jefferson Capital on December 30, 2015. Fingerhut reported Mr. [redacted]’s account to the credit bureaus on January 13, 2016 as Transfer/Sold with a balance of zero. No further updates have been sent as Fingerhut no longer owns the account.According to our records, Mr. [redacted] made an online payment of $557.89 on February 8, 2016. On February 10, 2016, a second online payment for $326.00 was received. Had Mr. [redacted] contacted Fingerhut before he processed the payments online, he would have been redirected to Jefferson Capital. We have verified that Mr. [redacted]’s two payments received after the account was sold were forwarded to Jefferson Capital on March 10, 2016. Please be advised that it can take up to sixty days for the payments to be forwarded and applied once an account is sold. Mr. [redacted] corresponded with an agent via our online chat feature on February 29, 2016 and March 18, 2016. Mr. [redacted] was advised the money would be forwarded, but no time frame was provided. According to an account review on March 22, 2016, Fingerhut is reporting Mr. [redacted]’s account accurately as Transfer/Sold or Purchased By Another Lender with a balance and past due of zero. 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 Mr. [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. If Mr. [redacted] has questions about what Jefferson Capital may be reporting, he may contact them directly ###-###-####. Thank you for allowing us to explain.Sincerely,Kari [redacted]Executive Care TeamKD/lg
CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 March 30,...
2017 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 order. Ms. [redacted] states that she ordered 3 reversible furniture covers and a sofa cover was missing from her order when the shipment arrived. She further states that she called numerous times and was assured that she would receive a credit. She received a reshipment and not a credit and was hung up on at least three times. Our records support that a phone order was placed on December 1, 2016 for three Reversible Furniture Covers. A summary of the order follows: Reversible Furniture Sofa Cover for $36.66 less $2.24 discount: $34.42 Reversible Furniture Loveseat Cover for $26.66 less $1.63 discount: $25.00 Reversible Furniture Chair Cover for $18.66 less $1.14 discount: $17.52 Shipping/Handling $13.99 Total $90.96 The order shipped complete on December 5, 2016 and the total of $90.96 was charged to her Haband credit card on the same date. On December 12, 2016, Ms. [redacted] called stating that she didn’t receive the sofa cover and the agent requested a duplicate shipment. Ms. [redacted] called back on the same day and spoke with a different agent. She had changed her mind and wanted a refund. The duplicate shipment was cancelled but the refund was never processed. Ms. [redacted]’s account is noted that she called on January 28, 2017 and the agent reshipped the sofa cover instead of issuing her a credit for the missing item. There are no notations on her account that her calls were disconnected. I spoke with Ms. [redacted] on March 30, 2017 and advised her that we are sending her a prepaid return label for the duplicate shipment and are crediting her Haband credit card for the merchandise value of the Reversible Furniture Sofa Cover. On March 31, 2017, a credit for $34.42 was processed and will post to Ms. [redacted]’s Haband credit card account within 2 – 3 business days. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Friday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
...⇄ # [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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on May 13, 2015 for the Men’s Diamore 10K Gold Diamond Wedding Band Size 13 totaling $553.98. Her balance prior to this purchase according to her May 11, 2015 billing statement was $1,563.04. On May 20, 2015 a credit was issued for the shipping and handling charges for the ring in the amount of $13.99 which left a balance on the ring of $539.99. On June 4, 2015 we received the return of the ring and Ms. [redacted]’s account was credited for $539.99. Ms. [redacted]’s billing statement cycled on June 11, 2015. Since the June statement was the first statement that cycled after the purchase of the ring, both the charge for the ring as well as the credit for the return of the ring appear on the same statement. Ms. [redacted]’s account balance according to her June 11, 2015 billing statement was $1,524.12. Additionally, Ms. [redacted] placed orders totaling $967.61 between November 2, 2015 and April 9, 2016. On March 11, 2016 Ms. [redacted]’s monthly billing statement reflected a minimum payment due of $69.99 by April 7, 2016. No payment was received and a late fee was assessed in the amount of $27.00 per the terms and conditions Ms. [redacted] agreed to at the time she opened the account. On April 11, 2016 her monthly statement reflected a minimum payment of $164.93 ($69.99 for April and $94.94 for May) due by May 7, 2016. We have included a statement of account activity for Ms. [redacted]’s records. If, after reviewing the statement, Ms. [redacted] has further questions regarding any returns, balance adjustments or has more information regarding items she states she did not receive she may contact our Executive Care Team at ###-###-#### for further assistance. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
2016 ...⇄ # [redacted]Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: Case # [redacted] Dear Ms. [redacted],I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.Our records indicate Ms. [redacted] had a recurring payment schedule for $154.00 that she set up through our website in September 2015. On January 4, 2016 she cancelled the recurring payment schedule online.In order for us to cancel a recurring payment schedule, the cancellation request must be received at least 24 hours prior to the payment schedule date. Unfortunately, Ms. [redacted] did not allow the designated time frame and the payment was processed. When Ms. [redacted] requested a stop payment on the payment for $154.00 through her bank, the payment was returned to us and her account was charged a returned check charge of $27.00. As a courtesy, we have credited the returned check charge of $27.00. Ms. [redacted] will see the credit reflected on her monthly billing statement within one to two billing cycles.Ms. [redacted] set up a new recurring payment schedule on January 4, 2016 for the minimum payment due of $155.93 beginning on January 5, 2016. On February 3, 2016 she cancelled the minimum payment schedule and reset up another recurring payment for $144.00 to be paid on the 5th of every month. The minimum payment due according to Ms. [redacted]’s statement which cycled on February 9, 2016 was $148.66. The payment we received on March 5, 2016 was $144.00 which did not cover the minimum payment due. As a result, a late fee of $27.00 was assessed to Ms. [redacted]’s account per the terms and conditions she agreed to at the time she opened her account. Since the payment we received did not meet the minimum due requirement the late fee will not be credited.On February 22, 2016, Ms. [redacted] placed an order by phone for a Werner 24’ Extension Ladder which totaled $399.99. This order appeared on Ms. [redacted]’s March 9, 2016 billing statement and according to our records, no catalog number or promotion code was provided for the deferred payment offer on this order. If Ms. [redacted] has the promotion code or catalog number for the deferred payment offer, she may contact our Customer Service Department at ###-###-#### to provide the deferral information for this order.Another order was placed on February 26, 2016 for a Cuisinart 12-Cup Programmable Coffeemaker which totaled $102.98 and is also reflected on Ms. [redacted]’s March 9, 2016 billing statement. The minimum payment due on Ms. [redacted]’s account is $170.96 and is reflected on her monthly billing statement.Thank you for allowing us to assist and explain.Sincerely,Vi [redacted]Executive Care TeamVF/bw �...⇄ [redacted]
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. Our records indicate Mr. [redacted] purchased an alcove Jacqueline Comforter Set + Free Sheet Set – Queen on March 18, 2016. On March 20, 2016 Mr. [redacted] requested to cancel this order. At that time the item had already shipped, however Mr. [redacted] was told he could return the unopened shipment and the order would be handled as a return. On March 28, 2016 Mr. [redacted] contacted Fingerhut stating he had refused the delivery and the item was being returned. When Mr. [redacted] contacted Fingerhut on April 13, 2016, we still had not received the item as a return and a legal affidavit was sent to Mr. [redacted]. Mr. [redacted] was able to provide the USPS tracking number for this item and his account was credited the full amount of $95.23 on April 15, 2016. The current balance on his account is $0. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on January 30, 2015 for an Evertone Body Fat Analyzer and a Manicure/Pedicure Set. The Evertone Body Fat Analyzer shipped directly from our vendor on February 2, 2015. When Ms. [redacted] contacted us on March 27, 2015 to advise us she did not receive the item we referred a message to our vendor requesting a follow up on the shipment. We have no record of receiving any further information from our vendor. We sincerely apologize for this oversight on our part. The last tracking information available to us shows that the item was at a UPS facility but does not appear to have been delivered. We have issued credit for the item in the amount of $50.98. We have also credited the interest charges and SafeLine Plus fees that were billed on the amount of the order Ms. [redacted] did not receive. Once the credits are completely processed we will send a refund check to Ms. [redacted]. The refund check will be sent for a total of $69.98. Please allow up to 15 business days for Ms. [redacted] to receive the refund. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
all, thank you so much for looking into this situation. Much appreciated! I am rejecting their response for a couple of reasons. According to the company's reply, I will see these future credits on my next statement, "being printed on August 9th." However, I just received a monthly statement from them, still with the total being owed of $152.15, with the due date of July 29th. But yet, on their reply, it states that I still will owe $32.17, with the due date of August 5th. Until I receive their next billing, after August 9th, I would not have any notice except for this current attached reply of having any credits or money currently owed.I would also like to know what this "new" amount of $32.17 if for, as I have completely paid for the Armitron Ladies Swarovski Crystal watch and bracelet? By the way, if you check with their online catalog, you will still see this item ([redacted]) is still available with no mention of Holsted or a continuing jewlery program/obligation.
Thank you so much again, and I will look forward to your response. Carmen A. Lee
I am rejecting this response because: this is a sick way of getting some money out of low income client. there is noway I should owe 53. plus dollars for returning they stuff and i'm asking you please don't let them get away with this. I will not pay them on dime.
CONFIDENTIAL COMMUNICATION July 5, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a return item issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she returned two items to us in the same box but received credit for only one item. She has the return receipt showing a total weight of 3 pounds 20 ounces, which proves both items were returned as the one item initially credited did not weigh that much alone. Our records confirm that on May 27, 2016 Ms. [redacted] placed an order for a Slendertone 9-Pack GelPad Refills, a Slendertone Abs3 Abdominal Muscle Toner, and a Boost Mobile LG G Stylo 8GB Android Smartphone. On June 15, 2016, our Returns Department noted her account that they received the gel pads as a return and credited the full merchandise price of $19.99. In a further review of Ms. [redacted]’s account on June 28, 2016, a customer service representative was able to determine that the return of the abdominal toner was received on the same day as the gel pads. On the same date, they issued an account credit for the full merchandise price of $99.99. Please note that our return policy states, in part, “Shipping and handling charges are non-refundable. Return postage is the responsibility of the customer.” As a result, the shipping/handling charges were not credited. These adjustments for the return items have already been applied to the account and will reflect on a future monthly statement for Ms. [redacted]’s records. We apologize to Ms. [redacted] for any inconvenience, and appreciate her patience and understanding while we worked towards this resolution. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
June 30, 2017 Re: [redacted] Case # 12236148 We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding Old Pueblo Traders VIP Plus program. In Ms. [redacted]'s inquiry, she states she made a purchase for a...
skirt, ballerina flats, two cardigans and a velour pant set from Old Pueblo Traders on October 20, 2014 and was enrolled in the Old Pueblo Traders VIP Plus program without her knowledge. In contacting VIP Plus, they offered her a six month refund. Ms. [redacted] is requesting a full refund, to be removed from Old Pueblo Traders and their affiliated companies mailing and email lists and for this predatory program to be immediately stopped. To enroll in the Old Pueblo Traders VIP Plus program, Ms. [redacted], was first required to click on the offer and she was then taken to a web page that fully disclosed the terms, benefits, and costs of the Old Pueblo Traders VIP Plus program. By entering her e-mail address, zip code and clicking the "Join" button, she activated a membership in Old Pueblo Traders VIP Plus program. Had she skipped any one of these steps, no membership would have been established. Per Ms. [redacted]'s request and consistent with the terms and conditions of the Old Pueblo Traders VIP Plus program, we canceled her membership on June 13, 2017 and issued six credits of $14.97 each to her Discover Card ending in [redacted]. On June 29, 2017, twenty-six additional credits of $14.97 each and one credit of $1.99 were also credited to Ms. [redacted]'s Discover Card ending in [redacted]. The total amount of credits issued to Ms. [redacted]'s Discover Card to date is $481.03. She has been refunded for the total amount she paid for the Old Pueblo Traders VIP Plus program. We have removed Ms. [redacted] from Old Pueblo Traders and all of our affiliated companies mailing and email address per her request. Thank you for allowing us to explain. Diane [redacted]
I am rejecting this response because:I have sent...
them everything they have requested I have sent them the information with the Chelan County Sheriff's Department that no report would be taken as the perk the package was not stolen from my porch the Box showed up empty untampered with until I opened it and found nothing in it I feel that I am getting the total run around I have ordered other major purchases from this company ordered a TV a laptop computer and had no problems with them now when I order the iPhone 6s and they're outside supplier in shipper is the one that did not place the item in the box when shipped I have sent all information for the Chelan County Sheriff's Department to them I have also showed sent them the information for the prosecuting attorney for Chelan County and also the Attorney General's Office of the State of Washington they need to investigate their supplier as their supplier is not supplying what they are supposed to be shipping I can guarantee you whoever packaged this box that the shipper will know who packaged it and I guarantee you that person most likely has my iPhone 6 in their back pocket in the meantime they are still making me pay for this phone even though I never received it and as far as my conversation with the people on their call in what they are stating is a bunch of Lies I called them four times and each time I was very rudely spoken to the last time I was told the blank F off and they hung up on me their customer service call bank is located in either India or Pakistan that's the only type of people that you could get the could not speak English early at all and they were very very rude all I know is I want my iPhone 6s that I ordered and that and that I have already paid $300 on while waiting for it to ride which I have not received and it looks like they're going to force me to pay the remaining balance or be turned over to collections I want my iPhone 6s that's all I'm asking for I'm not trying to rip anybody off I'm not trying to call a scam I want my product that I ordered and that I'm being forced to pay for it but they definitely need to investigate and contact their supplier that they use outside the company to supply the iPhone 6s and ship to their customers because there's their supplier is ripping not just me off the ripping the company offex
CONFIDENTIAL COMMUNICATION January 4, 2017 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. In Ms. [redacted]’s inquiry she stated that she made several calls to our company requesting to speak to a supervisor in placing an order with Fingerhut. She states that she has not received a call back after leaving a voicemail. Ms. [redacted] was attempting to order a large item and wanted free shipping on her order. Our free shipping promotions are offered on our website and catalogs. Free shipping promotions codes are not valid on oversized items and cannot be applied toward the purchase of items listed in that category. Information on items that are excluded can be found in the disclaimer language (where it states ‘see details’) that is advertised with the promotion. Unless Ms. [redacted] had received a promotion code for free shipping on oversized items, we would not be able to make adjustments to the shipping of such items. Our records indicate that Ms. [redacted] requested a supervisor when she spoke with our representative on December 7, 2016, and that she was called back on December 28, 2016. We apologize for the length of time it took for that callback to be made to Ms. [redacted]. Our records further indicate that during the conversation on the 28th, the supervisor explained the item is not eligible for free shipping because it is oversized, and that Ms. [redacted] was offered both a 10% discount on the price of the couch and a $30.00 discount coupon good for a future purchase, and Ms. [redacted] declined both of those. We apologize if the interactions Ms. [redacted] had with our representatives fell short of her expectations, as we strive to provide quality customer service to our customers. 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/RG
CONFIDENTIAL COMMUNICATION November 14, 2016 Revdex.com of...
Minnesota �...⇄ ...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], This letter is in response to the customer complaint filed with the Revdex.com by [redacted], regarding a WebBank/Fingerhut Credit Account. In the complaint our customer stated they purchased a faux Christmas tree from Fingerhut on September 23, 2016. After receiving the item our customer emailed Fingerhut on September 30, 2016 inquiring about a missing item that was advertised at www.fingerhut.com as being included with the Christmas tree. They were told that the issue would be referred to another department. Since they did not hear back they contacted the Fingerhut Chat Line the next week, and again were told the issue would be referred. On October 28, 2016, our customer contacted the Fingerhut Chat Line again and was told that the Christmas tree did not include the advertised item. Our records indicate our customer placed an order on our website at www.fingerhut.com for item number TC430 7.5' Prelit Tiffany Fir Feel-Real Christmas Tree on September 23, 2016. When the order was placed the item was advertised that it included a Storage Container. We have investigated the issue and have subsequently changed the description to state item is packed in a Reusable Storage Carton. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for not responding in a timely fashion, and for any inconvenience we may have caused. Our records indicate Mr. [redacted] was offered a $50.00 Discount Coupon for the inconvenience and refused. We would like to offer this to Mr. [redacted] again. If he wishes to accept it, he may contact our customer service department at www.fingerhut.com/customerservice or by calling us at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
I am rejecting this response because:
This is not...
my first time dealing with a data breach and my personal information being used for fraudulent purposes. You specifically mention that "The name and address on the application is the same Mr. [redacted] provided when contacting us regarding this issue." Of course it was the same, that is what scammers do to get what they want. Some jerk in Oregon used all my personal information but a different shipping address and he managed to order over $2000 in computers from Acer using MY money from my checking account. I don't know what you are implying but you are way off base, sir. The issue boils down to: I contacted you in January or March, dates don't really matter because I noticed the error and made contact! In March you said wait 60-90 days and that has come and gone a few times yet your inquiry remains on my reports. I fail to believe that you did anything to have this inquiry removed and this is simply a stalling tactic to get me to go away. I will continue to come for you until my credit reports are clear of your inquiry. Also, Chris [redacted], as of the past few months I can never get a live person on the phone number you provided. I am so sick of Fingerhut, you, and the lies. FIX IT like your March 8 letter promised and stop further victimizing me.
CONFIDENTIAL COMMUNICATION June 7, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]’s complaint states that multiple payments were taken from her bank account erroneously in March 2016 and in April 2016. Ms. [redacted] further states her desire to have one of the payments made in April to be applied toward her May minimum payment due. Our records indicate Ms. [redacted] spoke to an agent from our Billing/Recovery Department on February 21, 2016. Ms. [redacted] requested a scheduled payment to be set up for $30.00 using her Debit Card ending in [redacted] on March 16, 2016. The agent set up the payment per Ms. [redacted]’s request. On March 14, 2016 a payment of $59.98 was made on our website after the closing of our business day and was applied to Ms. [redacted]’s account on March 15, 2016. On March 16, 2016 two recurring payment schedules of $59.98 each were created on our website. When Ms. [redacted] contacted us on March 16, 2016 the agent was able to cancel two payments for $59.98 each and the $30.00 payment which left only one payment of $59.98 applied to Ms. [redacted]’s account for March 2016. In addition to cancelling three of the four payments, the agent also cancelled one of the recurring payment schedules. We sincerely apologize for any confusion this may have caused. On April 13, 2016 Ms. [redacted] made a payment on our website of $23.99 using her Debit Card ending in [redacted]. On April 16, 2016 the payment for $23.99, from recurring payment schedule, was processed and also applied to Ms. [redacted]’s account. On May 16, 2016 the payment for $23.99 from the recurring payment schedule was processed and applied to her account. When Ms. [redacted] spoke with an agent on May 16, 2016, Ms. [redacted] requested to have the additional payment that was made in April to be applied for May’s payment. The agent advised Ms. [redacted] that we could not apply the additional payment made in April to May. The agent cancelled the recurring payment schedule per Ms. [redacted]’s request. On May 17, 2016 Ms. [redacted] spoke to another agent and requested to have the payment that was made on May 16, 2016 refunded back to her Debit Card ending in [redacted]. The refund was completed on May 18, 2016. The usual timeframe for refunds to be credited back to the Debit Card is 3-5 business days. As a courtesy we have adjusted the minimum payment due on Ms. [redacted]’s account back to $23.99. We have also credited the late fee of $23.99 that appeared on Ms. [redacted]’s May 22, 2016 billing statement. The credit issued will appear on her statement printing on June 22, 2016. A minimum payment of $23.99 is due by June 18, 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. There are no payment schedules currently set up for Ms. [redacted]’s account. If Ms. [redacted] has further questions she may contact our Customer Service Department 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
I am rejecting this response because:
I contacted finger hut on October 30th to cancel my order and called again October 31st to reorder the same items with a customer service representative in order to get the free shipping with the code FREAKY. That particular representative did not cancel my order as requested and I was informed with by the new representative that more original order had actually shipped (it was to be canceled, and was canceled within the 24 hr time frame) due to the 2nd representative not able to stop my order or grant my free shipping I requested to speak with a supervisor. I was transferred to maybe 4 different reps before reaching the voice mail of a supervisor. as stated before. I did leave a message. my contact information and phone number have been the same for 18 years. I put the information to originally sign up and apply for credit with this company. it would have been odd for me to be approved for a credit account without a phone number listed. I never had a missed call or voice mail from fingerhut and I have double checked my phone records to confirm this. I also logged into my fingerhut account to view my contact information which is listed and my phone number was there. as for the 108.00 it was deducted from my account and I double checked the balance this morning and a week after fingerhut having physical presence of my item and a Revdex.com complaint the 108.00 was corrected.
Initial Business Response /* (1000, 5, 2015/11/25) */
CONFIDENTIAL COMMUNICATION
November 25, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on October 14, 2014 Mr. [redacted] purchased a Samsung 48" 1080p LED Smart TV. On November 18, 2015 Mr. [redacted] contacted Fingerhut stating the TV was no longer working properly. A letter was sent to Mr. [redacted] advising him he would need to contact the manufacturer as we require returns to be made in accordance with our return policy which states:
"We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 180 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, 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."
For all concerns with this product Mr. [redacted] will need to contact the manufacturer, Samsung, at [redacted] Monday through Sunday 9AM to 9PM Eastern Standard Time.
The last payment we have received from Mr. [redacted] was on June 15, 2015. Due to severe delinquency his account was charged off on November 16, 2015. The current balance on Mr. [redacted]'s account is $1367.18. The minimum amount due by December 15, 2015 is $479.93. To make payment arrangements we ask he contacts our Payment Department at [redacted] Monday through Friday 7AM to 9PM.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off, sent the TV to samsung like they requested samsung had TV for 27 days, when I got the TV back it DID NOT WORK..Called Fingerhut again, as was given the standard answer call samsung..Continued to pay $74.00 a month from October till June 10x74 =$740.00 with the idea of we can get this resolved also spent another $472 to have TV repaired, and its still not working properly..Spent 14 months trying to get this taken care of, have over 500 calls in, Fingerhut sends you to the collections department, then to customer service, and each time its the same call samsung..I have been laughed at hung up on, and been ridiculed for better than a year..Stopped paying on this in June simply because it has been a nightmare dealing with people who speak no english, its an impossibilty getting my point across, this has ruined my credit, because of this. As far as I'm concerned this debt is paid, in fact they owe me because I have to buy another TV, you google complaints against Fingerhut, there are thousands and all say the same thing..Please help me, this is driving me insane..
THANK YOU
Final Business Response /* (4000, 9, 2015/12/07) */
CONFIDENTIAL COMMUNICATION
December 3, 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As we have previously stated the Samsung Smart TV Mr. [redacted] is referring to is out of our return policy timeframe.
We apologize for the frustration Mr. [redacted] has experienced while dealing with the manufacturer, Samsung. Unfortunately, we are unable to assist in concerns he has with the product. For any issues with this product, Mr. [redacted] needs to contact Samsung at [redacted].
We have not received any payments on Mr. [redacted]'s account since June 15, 2015. Due to severe delinquency, his account was charged off on November 16, 2015. The current balance on Mr. [redacted]'s account is $1367.18 with a minimum payment of $479.93 due by December 15, 2015.
Although we understand Mr. [redacted]'s frustration regarding this matter, it does not deviate from the fact that he has received merchandise from Fingerhut charged to his WebBank/Fingerhut Advantage Credit Account and remains responsible for the corresponding debt. Per the Terms and Conditions that were agreed upon when the WebBank/Fingerhut Advantage Credit Account, "If you fail to fulfill the terms of the credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies."
At this time we have provided all information we have available on this matter. Fingerhut considers this matter closed.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2016/02/05) */
CONFIDENTIAL COMMUNICATION
February 5, 2016
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, 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 Credit Account.
Ms. [redacted] states that she has been paying $50.00 a month on her WebBank/Fingerhut bill and Fingerhut is now requesting a minimum payment of $70.00 a month that she cannot afford. Ms. [redacted] states that she spent three hours on the phone trying to resolve this issue, but no one would help her. Ms. [redacted] is requesting to have all late fees credited, to have a due date of the 28th each month and to make $50.00 a month payments without incurring additional late fees.
The WebBank/Fingerhut credit account ending in 1794 was opened on October 16, 2012 when an order was processed online for three twin sheet sets, three 17x17 pillows and a twin comforter set.
According to our records, Ms. [redacted] began to miss monthly payments and make payments for less than the minimum due in May 2014.
Please understand that when a payment is not received, or is received for less than the minimum due, late fees and interest charges accrue in accordance with the terms and conditions Ms. [redacted] agreed to upon opening this account
Between June 16, 2014 and September 11, 2014, $703.39 in merchandise was ordered, which caused the minimum due to increase from $59.99 due by May 6, 2014 to $75.60 due by October 6, 2014.
On February 18, 2015, Ms. [redacted]'s account met the qualifications for a reduced payment program, so Ms. [redacted] was agreed to a nine month reduced payment plan for $50.00 a month. During the program, the account was not charged late fees and received a reduced interest rate of 14.9%.
On January 5, 2016, Ms. [redacted] account reverted back to the original contractual terms, and is now closed to future purchases.
The current balance on Ms. [redacted]'s account is $1,255.76 with a minimum payment of $70.53 due by February 13, 2016.
Upon a thorough review of Mrs. [redacted]'s account, it was discovered that on July 23, 2015, Ms. [redacted] contacted Fingerhut to provide a new debit card and set up recurring payments.
Unfortunately, the previous scheduled payments were not deleted and Ms. [redacted] incurred three return payment fees for $26.00 each. A credit for $78.00 was issued to Ms. [redacted]'s account on February 4, 2016.
The $27.00 late fee incurred on January 13, 2016 was also credited to Ms. [redacted]'s account as a courtesy on January 29, 2016.
According to a call recording on January 28, 2016, Ms. [redacted] was advised that the available due dates were between the 1st and 27th each month. Since Ms. [redacted] is requesting a due date of the 28th, we are unable to honor her request.
If Ms. [redacted] still wishes to change her due date from the 13th, she may contact Customer Service at 1-800-208-2500. Please note that the due date can only be changed when the account is current.
Based on the available call recordings, all representatives and supervisors were respectful and professional in their conversations with Ms. [redacted].
Fingerhut's goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of your expectations.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (2000, 7, 2016/02/18) */
[redacted] CONFIDENTIAL COMMUNICATIONMarch 28, 2016Revdex.com of...
Minnesota �...⇄ Attn: [redacted]220 S. River Ridge CircleBurnsville, MN 55337Re: [redacted]Case #: [redacted]Dear Ms. [redacted],I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account. Mr. [redacted] states even though his account was sold, Fingerhut accepted payments on February 8, 2016 and February 10, 2016. Mr. [redacted] further states he was told the payments should have been forwarded a couple of days after they were received, but the collection agency, Jefferson Capital, still has not been notified. As he made the payments a month before Jefferson Capital reported the account to the credit bureaus, Mr. [redacted] is requesting that Jefferson Capital to delete their trade line and for Fingerhut to update their trade line to reflect paid.According to our records, an application for credit was processed June 24, 2013 when an order was placed online for a Lee Men's Carpenter Shorts and a Lee Men’s Belted Cargo Short - Regular. The name and address on the application is the same one Mr. [redacted] provided when contacting us regarding this issue.Payments were processed with a checking account, MasterCard and Visa debit card in the name [redacted]. The last payment received was on May 22, 2015 for $50.00. Mr. [redacted]’s account charged off with an unpaid balance of $883.89 on December 11, 2015 and Fingerhut ceased collection activity. The account was sold to Jefferson Capital on December 30, 2015. Fingerhut reported Mr. [redacted]’s account to the credit bureaus on January 13, 2016 as Transfer/Sold with a balance of zero. No further updates have been sent as Fingerhut no longer owns the account.According to our records, Mr. [redacted] made an online payment of $557.89 on February 8, 2016. On February 10, 2016, a second online payment for $326.00 was received. Had Mr. [redacted] contacted Fingerhut before he processed the payments online, he would have been redirected to Jefferson Capital. We have verified that Mr. [redacted]’s two payments received after the account was sold were forwarded to Jefferson Capital on March 10, 2016. Please be advised that it can take up to sixty days for the payments to be forwarded and applied once an account is sold. Mr. [redacted] corresponded with an agent via our online chat feature on February 29, 2016 and March 18, 2016. Mr. [redacted] was advised the money would be forwarded, but no time frame was provided. According to an account review on March 22, 2016, Fingerhut is reporting Mr. [redacted]’s account accurately as Transfer/Sold or Purchased By Another Lender with a balance and past due of zero. 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 Mr. [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. If Mr. [redacted] has questions about what Jefferson Capital may be reporting, he may contact them directly ###-###-####. Thank you for allowing us to explain.Sincerely,Kari [redacted]Executive Care TeamKD/lg
CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 March 30,...
2017 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 order. Ms. [redacted] states that she ordered 3 reversible furniture covers and a sofa cover was missing from her order when the shipment arrived. She further states that she called numerous times and was assured that she would receive a credit. She received a reshipment and not a credit and was hung up on at least three times. Our records support that a phone order was placed on December 1, 2016 for three Reversible Furniture Covers. A summary of the order follows: Reversible Furniture Sofa Cover for $36.66 less $2.24 discount: $34.42 Reversible Furniture Loveseat Cover for $26.66 less $1.63 discount: $25.00 Reversible Furniture Chair Cover for $18.66 less $1.14 discount: $17.52 Shipping/Handling $13.99 Total $90.96 The order shipped complete on December 5, 2016 and the total of $90.96 was charged to her Haband credit card on the same date. On December 12, 2016, Ms. [redacted] called stating that she didn’t receive the sofa cover and the agent requested a duplicate shipment. Ms. [redacted] called back on the same day and spoke with a different agent. She had changed her mind and wanted a refund. The duplicate shipment was cancelled but the refund was never processed. Ms. [redacted]’s account is noted that she called on January 28, 2017 and the agent reshipped the sofa cover instead of issuing her a credit for the missing item. There are no notations on her account that her calls were disconnected. I spoke with Ms. [redacted] on March 30, 2017 and advised her that we are sending her a prepaid return label for the duplicate shipment and are crediting her Haband credit card for the merchandise value of the Reversible Furniture Sofa Cover. On March 31, 2017, a credit for $34.42 was processed and will post to Ms. [redacted]’s Haband credit card account within 2 – 3 business days. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-#### between 9 am- 9 pm (EST), Monday – Friday. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
I am rejecting this response because:
I will maintain this account open.
CONFIDENTIAL COMMUNICATION April 28, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on May 13, 2015 for the Men’s Diamore 10K Gold Diamond Wedding Band Size 13 totaling $553.98. Her balance prior to this purchase according to her May 11, 2015 billing statement was $1,563.04. On May 20, 2015 a credit was issued for the shipping and handling charges for the ring in the amount of $13.99 which left a balance on the ring of $539.99. On June 4, 2015 we received the return of the ring and Ms. [redacted]’s account was credited for $539.99. Ms. [redacted]’s billing statement cycled on June 11, 2015. Since the June statement was the first statement that cycled after the purchase of the ring, both the charge for the ring as well as the credit for the return of the ring appear on the same statement. Ms. [redacted]’s account balance according to her June 11, 2015 billing statement was $1,524.12. Additionally, Ms. [redacted] placed orders totaling $967.61 between November 2, 2015 and April 9, 2016. On March 11, 2016 Ms. [redacted]’s monthly billing statement reflected a minimum payment due of $69.99 by April 7, 2016. No payment was received and a late fee was assessed in the amount of $27.00 per the terms and conditions Ms. [redacted] agreed to at the time she opened the account. On April 11, 2016 her monthly statement reflected a minimum payment of $164.93 ($69.99 for April and $94.94 for May) due by May 7, 2016. We have included a statement of account activity for Ms. [redacted]’s records. If, after reviewing the statement, Ms. [redacted] has further questions regarding any returns, balance adjustments or has more information regarding items she states she did not receive she may contact our Executive Care Team at ###-###-#### for further assistance. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATIONMarch 29,...
2016 ...⇄ # [redacted]Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337Re: Case # [redacted] Dear Ms. [redacted],I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.Our records indicate Ms. [redacted] had a recurring payment schedule for $154.00 that she set up through our website in September 2015. On January 4, 2016 she cancelled the recurring payment schedule online.In order for us to cancel a recurring payment schedule, the cancellation request must be received at least 24 hours prior to the payment schedule date. Unfortunately, Ms. [redacted] did not allow the designated time frame and the payment was processed. When Ms. [redacted] requested a stop payment on the payment for $154.00 through her bank, the payment was returned to us and her account was charged a returned check charge of $27.00. As a courtesy, we have credited the returned check charge of $27.00. Ms. [redacted] will see the credit reflected on her monthly billing statement within one to two billing cycles.Ms. [redacted] set up a new recurring payment schedule on January 4, 2016 for the minimum payment due of $155.93 beginning on January 5, 2016. On February 3, 2016 she cancelled the minimum payment schedule and reset up another recurring payment for $144.00 to be paid on the 5th of every month. The minimum payment due according to Ms. [redacted]’s statement which cycled on February 9, 2016 was $148.66. The payment we received on March 5, 2016 was $144.00 which did not cover the minimum payment due. As a result, a late fee of $27.00 was assessed to Ms. [redacted]’s account per the terms and conditions she agreed to at the time she opened her account. Since the payment we received did not meet the minimum due requirement the late fee will not be credited.On February 22, 2016, Ms. [redacted] placed an order by phone for a Werner 24’ Extension Ladder which totaled $399.99. This order appeared on Ms. [redacted]’s March 9, 2016 billing statement and according to our records, no catalog number or promotion code was provided for the deferred payment offer on this order. If Ms. [redacted] has the promotion code or catalog number for the deferred payment offer, she may contact our Customer Service Department at ###-###-#### to provide the deferral information for this order.Another order was placed on February 26, 2016 for a Cuisinart 12-Cup Programmable Coffeemaker which totaled $102.98 and is also reflected on Ms. [redacted]’s March 9, 2016 billing statement. The minimum payment due on Ms. [redacted]’s account is $170.96 and is reflected on her monthly billing statement.Thank you for allowing us to assist and explain.Sincerely,Vi [redacted]Executive Care TeamVF/bw �...⇄ [redacted]
CONFIDENTIAL COMMUNICATION April 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. Our records indicate Mr. [redacted] purchased an alcove Jacqueline Comforter Set + Free Sheet Set – Queen on March 18, 2016. On March 20, 2016 Mr. [redacted] requested to cancel this order. At that time the item had already shipped, however Mr. [redacted] was told he could return the unopened shipment and the order would be handled as a return. On March 28, 2016 Mr. [redacted] contacted Fingerhut stating he had refused the delivery and the item was being returned. When Mr. [redacted] contacted Fingerhut on April 13, 2016, we still had not received the item as a return and a legal affidavit was sent to Mr. [redacted]. Mr. [redacted] was able to provide the USPS tracking number for this item and his account was credited the full amount of $95.23 on April 15, 2016. The current balance on his account is $0. We apologize for any inconvenience this may have caused Mr. [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
CONFIDENTIAL COMMUNICATION April 15, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on January 30, 2015 for an Evertone Body Fat Analyzer and a Manicure/Pedicure Set. The Evertone Body Fat Analyzer shipped directly from our vendor on February 2, 2015. When Ms. [redacted] contacted us on March 27, 2015 to advise us she did not receive the item we referred a message to our vendor requesting a follow up on the shipment. We have no record of receiving any further information from our vendor. We sincerely apologize for this oversight on our part. The last tracking information available to us shows that the item was at a UPS facility but does not appear to have been delivered. We have issued credit for the item in the amount of $50.98. We have also credited the interest charges and SafeLine Plus fees that were billed on the amount of the order Ms. [redacted] did not receive. Once the credits are completely processed we will send a refund check to Ms. [redacted]. The refund check will be sent for a total of $69.98. Please allow up to 15 business days for Ms. [redacted] to receive the refund. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Please see attached response. Thank you.
I am rejecting this response because: First of...
all, thank you so much for looking into this situation. Much appreciated! I am rejecting their response for a couple of reasons. According to the company's reply, I will see these future credits on my next statement, "being printed on August 9th." However, I just received a monthly statement from them, still with the total being owed of $152.15, with the due date of July 29th. But yet, on their reply, it states that I still will owe $32.17, with the due date of August 5th. Until I receive their next billing, after August 9th, I would not have any notice except for this current attached reply of having any credits or money currently owed.I would also like to know what this "new" amount of $32.17 if for, as I have completely paid for the Armitron Ladies Swarovski Crystal watch and bracelet? By the way, if you check with their online catalog, you will still see this item ([redacted]) is still available with no mention of Holsted or a continuing jewlery program/obligation.
Thank you so much again, and I will look forward to your response. Carmen A. Lee
I am rejecting this response because: this is a sick way of getting some money out of low income client. there is noway I should owe 53. plus dollars for returning they stuff and i'm asking you please don't let them get away with this. I will not pay them on dime.
CONFIDENTIAL COMMUNICATION July 5, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a return item issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she returned two items to us in the same box but received credit for only one item. She has the return receipt showing a total weight of 3 pounds 20 ounces, which proves both items were returned as the one item initially credited did not weigh that much alone. Our records confirm that on May 27, 2016 Ms. [redacted] placed an order for a Slendertone 9-Pack GelPad Refills, a Slendertone Abs3 Abdominal Muscle Toner, and a Boost Mobile LG G Stylo 8GB Android Smartphone. On June 15, 2016, our Returns Department noted her account that they received the gel pads as a return and credited the full merchandise price of $19.99. In a further review of Ms. [redacted]’s account on June 28, 2016, a customer service representative was able to determine that the return of the abdominal toner was received on the same day as the gel pads. On the same date, they issued an account credit for the full merchandise price of $99.99. Please note that our return policy states, in part, “Shipping and handling charges are non-refundable. Return postage is the responsibility of the customer.” As a result, the shipping/handling charges were not credited. These adjustments for the return items have already been applied to the account and will reflect on a future monthly statement for Ms. [redacted]’s records. We apologize to Ms. [redacted] for any inconvenience, and appreciate her patience and understanding while we worked towards this resolution. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
June 30, 2017 Re: [redacted] Case # 12236148 We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding Old Pueblo Traders VIP Plus program. In Ms. [redacted]'s inquiry, she states she made a purchase for a...
skirt, ballerina flats, two cardigans and a velour pant set from Old Pueblo Traders on October 20, 2014 and was enrolled in the Old Pueblo Traders VIP Plus program without her knowledge. In contacting VIP Plus, they offered her a six month refund. Ms. [redacted] is requesting a full refund, to be removed from Old Pueblo Traders and their affiliated companies mailing and email lists and for this predatory program to be immediately stopped. To enroll in the Old Pueblo Traders VIP Plus program, Ms. [redacted], was first required to click on the offer and she was then taken to a web page that fully disclosed the terms, benefits, and costs of the Old Pueblo Traders VIP Plus program. By entering her e-mail address, zip code and clicking the "Join" button, she activated a membership in Old Pueblo Traders VIP Plus program. Had she skipped any one of these steps, no membership would have been established. Per Ms. [redacted]'s request and consistent with the terms and conditions of the Old Pueblo Traders VIP Plus program, we canceled her membership on June 13, 2017 and issued six credits of $14.97 each to her Discover Card ending in [redacted]. On June 29, 2017, twenty-six additional credits of $14.97 each and one credit of $1.99 were also credited to Ms. [redacted]'s Discover Card ending in [redacted]. The total amount of credits issued to Ms. [redacted]'s Discover Card to date is $481.03. She has been refunded for the total amount she paid for the Old Pueblo Traders VIP Plus program. We have removed Ms. [redacted] from Old Pueblo Traders and all of our affiliated companies mailing and email address per her request. Thank you for allowing us to explain. Diane [redacted]