2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased a Speedway 8 Drawer Tool Tower on December 11, 2014. On December 22, 2014 Ms. [redacted] contacted Fingerhut stating there were parts missing. A request was sent to the vendor to mail out the missing parts of the tool tower. On January 28, 2015 Ms. [redacted] contacted Fingerhut stating she still had not received the missing parts. As a goodwill gesture a $20 discount coupon to use on a future purchase was mailed to Ms. [redacted]. Ms. [redacted] contacted Fingerhut on February 3, 2015 stating she was still waiting on the missing parts of the tool tower. An additional e-mail was sent to the vendor to send the missing parts to Ms. [redacted]. At this time she was told to allow up to three weeks to receive the parts. As a courtesy on that same date $65.99 was credited for the shipping and handling charges. On February 11, 2015 the vendor informed Fingerhut that replacement parts were not available. On that same date an agent sent Ms. [redacted] return instructions with a prepaid postage label to return the product back to Fingerhut for credit. We received this product from Ms. [redacted] on April 8, 2015. Credit in the amount of $187.99 was applied to Ms. [redacted]’s account on that same date. Additionally, we have updated the delinquency information on Ms. [redacted]’s credit reporting to reflect the change in balance. We advise to allow up to 60 days for the update to process. We apologize for any inconvenience this may have caused Ms. [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
of all- On the return order form, I listed the Item Numbers for ALL 5 items that were returned. Second of all- I called and made sure it was alright to send items back from two different orders in the same box. Obviously I was told it was OK. So I dont appreciate the blame for the non-credit of returned items being put on me as it was done in this letter which states that I didnt give suffecient information. Also- if the employees can not read all the information I did provide and figure out that there were some items from one order and some from another- then there is seriously some lack in training of how to do their job to say the least. And the fact that I have repeatedly emailed trying to figure out what is going on with this whole mess and have NOT gotten ANY response is even further proof of the lack of service from customer service reps. Now I have to wait an additional 1-2 billing cycles- which is an additional 1-2 months to see if I actually receive the credit and if it will be in the right amount when Ive already waited months just to get that response even though ive tried to contact them over and over. Yet, they can make sure I dont get a return credit for something I didnt return within 2 minutes of me telling them that? How does that make sense?
not say it was just bugs. They said it was dust, mold or bugs. And another thing. THEY WOULD HAVE HAD TO OPEN THE MACHINE TO SEE INSIDE IT AND THE SEAL FROM THE FACTORY OVER THE PLACE YOU OPEN IT WAS NOT BROKEN!!!!!!!!! THEY DID NOT OPEN THE MACHINE!!!!!!!!!!!!!!!!!! SO HOW COULD THEY HAVE KNOWN WHAT WAS INSIDE IT WITHOUT OPENING IT?????????????I REJECT THIS!!!!!!!!!
We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review.
I am rejecting this response because: i'm going to pay for an item I returned until it's payed off idon't get my disablity check til next monthi'll send the payment of the amount owed
Initial Business Response /* (1000, 5, 2015/11/17) */
CONFIDENTIAL COMMUNICATION
November 13, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on March 10, 2015 Ms. [redacted] purchased a Zeki 8" 8GB Android Tablet with Google Play. On June 30, 2015 Ms. [redacted] contacted Fingerhut stating the product was not working properly. The agent correctly advised her that she 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."
All of our electronic devices are shipped to customers in a new condition, and have not been previously used. Occasionally, a customer will experience a problem with a device, as if the case with Ms. [redacted]. Unfortunately, this product was not purchased with a warranty and when Ms. [redacted] contacted us about the problem, it was outside of our return time frame. We sent a letter to Ms. [redacted] on July 29, 2015 explaining our return policy.
We received Ms. [redacted]'s return a second time on October 20, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return for same the reason stated above, and the product will be shipped back to her. She should allow up to 45 days to receive the product back from Fingerhut.
Our records indicate on October 1, 2015 Ms. [redacted] purchased an additional Zeki 8" 8GB Android Tablet with Google Play. This tablet is also out of our return policy time frame, which Ms. [redacted] was made aware of on November 11, 2015.
If Ms. [redacted] is having issues with either of her tablets, she will need to contact the manufacturer, Zeki, at [redacted].
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted]: I will be mailing a full response with attachments but first of all I would like to say Fingerhut is lying. 1) I called early June 2015 not June 30th. 2) I noticed Fingerhut stated after 180 days , they can no longer issue a credit. No 180 days had passed so why can't I return the product? A red flag should jump out to you. 3) The manufacturer told me the tablet was used/refurbished. I will print and mail the email to you. Fingerhut can argue with the manufacturer about this. 4) Fingerhut told me in an email that the reason they emailed me the October 1, 2015 Smart Return Label was because the agent thought I was returning the October 1 order. This is a lie. How could she have thought this when I had not ordered the second ZEKI until much later that day. When I was talking to her there no such order had been placed. There was only one order in the system. I will mail this email also. 5) Fingerhut reassured me twice that this issue was resolved. Once on 10/1/2015 and again on 10/28/2015. Fingerhut has lied and given very poor customer service best. At worst, maybe laws have been violated. Again, do not close this case. There are some documents I would like to mail you. In fact, I can forward the emails to you. What email address can I forward them to you? Thank you. Talk to you soon. [redacted]
Final Business Response /* (4000, 10, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 19, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As previously stated, our records indicate Ms. [redacted] contacted Fingerhut on June 30, 2015 stating her tablet was not working properly. At this time she was correctly advised by the agent that she would need to contact the manufacturer as we require returns to be made in accordance with our return policy. She purchased the tablet on March 10, 2015. Ms. [redacted] would have had 30 days to return to tablet for credit or exchange.
We are uncertain as to why Zeki would have thought the product sent to Ms. [redacted] was refurbished. As we stated in our previous response, all of our electronic devices are shipped to our customers in a new, and unused condition.
On October 20, 2015 Ms. [redacted] returned the tablet she purchased on March 10, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return and the product would be shipped back to her.
At this time all of the tablets Ms. [redacted] has purchased are out of our return policy timeframe. If the tablets still are not working correctly she will need to contact Zeki at [redacted].
We have provided Ms. [redacted] with all of the information we have on this matter. At this time, Fingerhut considers this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2015/07/16) */
CONFIDENTIAL COMMUNICATION
July 15, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We sincerely apologize for any difficulty Mr. [redacted] experienced as a result of the issue outlined in the inquiry. Our records confirm that Mr. [redacted] purchased a Sunbeam 2-Slice Toaster and an Alcove Fast Dry 10-Piece Bath Towel Set on June 30, 2015.
Mr. [redacted] telephoned on July 7, 2015 first notifying that the toaster was not inside the package with the towels as it should have been. He also stated that the towels he received were not the ones he ordered. As a remedy, the phone agent submitted a replacement order at no additional cost. Regrettably, the shipping address that was on Mr. [redacted]'s account at that time was still set to [redacted] Watauga, TX 76148, where it was delivered on July 13, 2015.
On July 15, 2015 a customer service agent telephoned Mr. [redacted] regarding this situation. The agent explained that the shipping address had been updated to the Watauga, TX address when an order was placed on the Fingerhut website on December 14, 2014. With Mr. [redacted]'s authorization, the agent updated his account and assured that both the billing and shipping were now both [redacted] North Richland Hills, TX 76180. Due to the oversight by the agent who processed the replacement order not verifying the shipping address before placing it, the agent offered and apology and advised he was sending Mr. [redacted] a $50 discount coupon. Mr. [redacted] advised that he knew the person(s) at the Watauga, TX address and should be able to pick up the package from them.
We appreciate Mr. [redacted]'s patience and understanding in this matter, and again apologize. He should allow up to 15 days from the above date for the discount coupon to arrive. Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised a replacement of the items shipped. It is not my fault that they sent items to wrong address.
Soneone from Corporate offices called me on July 15 and sent another order [redacted]. I never received that order as promised. All I received was a piece of paper with a promo code for a discount on my next order. I am sorry to saY , THERE WILL NOT BE A NEXT ORDER And would like to close my account. Thank you. I also want a full credit for my last order to be applied to my account
Mr. [redacted]
Final Business Response /* (4000, 9, 2015/07/27) */
CONFIDENTIAL COMMUNICATION
July 27, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted].
Recently on July 24, 2015, Mr. [redacted] spoke with a supervisor by phone. Based on the additional information Mr. [redacted] provided, the supervisor made an exception to our standard policy and issued an account credit for the full cost of the toaster and towel set including shipping/handling.
Although already applied to the account, these credits will reflect on a future monthly billing statement for Mr. [redacted]'s records.
Thank you for allowing us to explain.
Sincerely,
[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 Mr. [redacted] regarding a WebBank/Gettington Credit Account. Mr. [redacted] states that he recently found out about this Gettington account in his name. He believes someone used his address and social security number to open this account. He asserts that one of our representatives gave him the name of this person, and that he does not know this person. He also claims that he has tried calling us by leaving several voicemails, but we have not returned his calls. Mr. [redacted] is pursuing to confirm this fraudulent account is closed and that there have not been any further purchases. He requests a correction on his credit report. Our records indicate on August 26, 2015 an account was applied for using Mr. [redacted]’s personal information via the web and on that same day an order was placed for a Fisher Price Octonauts Barnacles’ Booster Jet Pack. This item was to be shipped to 3501 Demorest Rd. Grove City, OH 43123.This item was delivered via UPS (surepost) at 9:43 AM on September 2, 2015 using the tracking number [redacted]. On February 10, 2016 we sent Mr. [redacted] an affidavit for the unordered merchandise. We have not yet received the affidavit back from him. We attempted to call Mr. [redacted] (at ####-###-####) on February 26, 2016 and again on April 11, 2016 in response to voicemails he had left for us. We left messages on both occasions. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Fraud Department. They have instructed that a police report, as well as the returned affidavit, is required to complete the investigation. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required affidavit and police report to ###-###-#### Attn: Executive Care Team/Jessica or mail the documents to [redacted] St. Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Mr. [redacted]’s account has been marked with a verification hold, which will prevent further purchases on the account until the issue is resolved. Once the affidavit and police report are received, we would be able to close the account for fraud, and send a request to remove any inquiries or trades from his credit bureau report. A letter will be sent to Mr. [redacted] at that time notifying him of the actions taken. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION April 25, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted], regarding her WebBank/Fingerhut credit account purchase from March 7, 2016 for a McLeland Design Electric Microplush Sherpa Blanket. Ms. [redacted] states in the inquiry she returned the blanket for the reason that it was defective, which was also the reason stated in her original email notification sent on April 6, 2016. We received the blanket as a return on April 12, 2016, which was approved by our Returns Department for a credit covering the full merchandise price. They did not credit the original shipping/handling due to the standard return policy provision that shipping/handling is non-refundable. A return shipping fee was also deducted from the return credit, as the policy also states the customer is responsible for this fee. Allowing for the defective return reason, we have issued further credits covering the original and return shipping/handling costs, and Ms. [redacted] has now received credit for the full purchase price of $131.74. These credits have already been applied to her account and will reflect on a future monthly statement for her records. We apologize for any inconvenience or confusion this matter may have caused Ms. [redacted], but trust our explanation and measures taken will meet her expectations of a satisfactory resolution. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION November 28, 2016 Revdex.com of Minnesota ...
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 Mr. [redacted]. As an assurance to Mr. [redacted], he has now been added to our Do Not Solicit list. As our contact lists are prepared several weeks in advance, it may take up to four to six weeks for the solicitations to completely stop. Mr. [redacted] will cease to be contacted in any way by our company. We apologize for any inconvenience. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 1, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to a complaint submitted by Mr. [redacted], regarding catalogs he continues to receive for an individual who previously lived at his current address. We have requested that a permanent suppression be added to our records for Mr. [redacted]’s address. Unfortunately, our catalogs are printed in advance, so it is possible that Mr. [redacted] may receive additional catalogs within the next 6 to 8 weeks – they should stop completely after that timeframe. In regards to Mr. [redacted] being asked for the last four digits of his social security number, our agents are trained to verify certain pieces of information from caller’s to ensure the integrity of information being provided. In this instance, Mr. [redacted] was asked for that information incorrectly, and we apologize for that oversight. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
CONFIDENTIAL COMMUNICATION March 30, 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 additional inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account. Mr. [redacted] states he notified Fingerhut last year that he wanted his account closed because he couldn’t afford to make the payments. Mr. [redacted] maintains Fingerhut keeps changing their policy and merely revoking consent is no help to him. Mr. [redacted] states $65.00 a month is not affordable and he has called several times to tell Fingerhut he doesn’t have the money to pay the bill. As stated in our previous response, Mr. [redacted] purchased $1,775.39 in merchandise between May 25, 2015 and June 28, 2015. Three of the orders were purchased with deferred billing. When the deferred billing on the purchases expired, the minimum due increased from $29.99 a month to 5% of the balance which was reflected on Mr. [redacted]’s monthly statements. Based on Mr. [redacted]’s previous request, his account was closed on August 21, 2015. Any outstanding balance will continue to accrue interest and Mr. [redacted] may be assessed late fees and his account is still subject to the original terms and conditions of the agreement. No payments were received for September, October or November 2015. On November 23, 2015 Mr. [redacted] agreed to a nine month reduced payment plan for $65.00 a month starting on December 2, 2015 with reduced interest (14.9%) and no late fees. According to our records, Mr. [redacted] made three payments for $65.00 on December 2, 2015, January 3, 2016 and February 2, 2016. Mr. [redacted] contacted Fingerhut by phone on March 21, 2016 and requested that a cease and desist be placed on his account. At his request, we have placed a cease and desist status on Mr. [redacted]’s account on March 21, 2016. No further call attempts will be made or written communication sent unless notified in writing to rescind the cease and desist. A monthly statement will continue to be mailed. If Mr. [redacted] would like additional information he will need to revoke the cease and desist request in writing. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Tell us why here...
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’s inquiry she states she ordered a laptop and that when she received the laptop the adapter was missing. She states she sent several emails advising us of the missing adapter and that she received no response until she contacted us by phone seven days later. Ms. [redacted] states she was advised we would send the adapter to her but three days later we advised her she needed to contact Dell to have them send the adapter to her. Ms. [redacted] is requesting reimbursement for an adapter that she will have to purchase. Our records indicate Ms. [redacted] contacted us via email on September 2, 2016. Our offices were closed on September 5, 2016 for Labor Day. On September 7, 2016 we researched Ms. [redacted]’s concerns she stated in her email and a request was sent to our Parts Department to have an adapter sent to Ms. [redacted]. The same day Ms. [redacted] contacted us by phone and we advised her we requested an adapter to be sent to her and advised her to allow up to 7 days to receive. Ms. [redacted] requested the adapter to be shipped overnight and the agent explained we do not have an overnight delivery available. Ms. [redacted] requested to speak with a supervisor. Since a supervisor was not immediately available the agent transferred Ms. [redacted] to the supervisor’s voicemail. The supervisor attempted to contact Ms. [redacted] the same day and a message was left. On September 8, 2016 a parts specialist sent an email to Ms. [redacted] which explained we do not have parts available for the laptop and advised Ms. [redacted] to contact Dell to have the adapter sent. We reached out to our supplier on Ms. [redacted]’s behalf and we have requested our supplier to send an adapter to Ms. [redacted]. Per our supplier, the adapter was sent as of the date of this letter to the address we have on file for Ms. [redacted]. The adapter should be arriving no later than October 5, 2016. As a courtesy, we have also issued a credit of $25.00 on the laptop and Ms. [redacted] will see the credit issued within 1-2 billing cycles on her statement. If Ms. [redacted] has further questions or concerns she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: Nowhere on the website states refunds will be processed in the form of a check. Why did it take until I filed a complaint with Revdex.com for my refund to be processed? I do not think this late resolution will solve this concern.
CONFIDENTIAL COMMUNICATION March 24, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have thoroughly reviewed the information we received from Ms. [redacted] regarding the image of the safe that was displayed in error with a description for the Werner 4’ Step Ladder. Please understand that, with respect to situations like Ms. [redacted]’s, we reserve certain rights and protections. These can be found on the homepage of our website, under “terms of use” under the section titled “Correction of Errors and Inaccuracies; Limitations on Quantity; Returns; Risk of Loss: which states in part: The information on this Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. Regrettably we are unable to honor errors of this nature. As stated previously, the ad error was corrected after Ms. [redacted] contacted us. A postage paid label has already been sent to return the Werner 4’ Step Ladder. Please allow up to ten days for the return to be received. When the return is received and processed Ms. [redacted] will receive full credit for the Step Ladder. We sincerely apologize for any inconvenience caused by the ad error. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ Tell us why here...
CONFIDENTIAL COMMUNICATION August 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 additional inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states she does not agree with her previous balance of $2,994.59 and believes it should be lower if she received credit for two late fees. Ms. [redacted] also states that she will continue to make payments of $152.00 on the third of each month per the arrangements she made with an agent on June 20, 2016. Ms. [redacted]’s desired resolution is for her account to be current by October 2016 and to resume her regular minimum monthly payments. As of August 4, 2016, the balance on Ms. [redacted]’s account is $2,843.57. Two late fees of $27.00 and $37.00 were credited to Ms. [redacted]’s account on July 18, 2016 and July 27, 2016, respectively. $62.84 in interest fees were charged to Ms. [redacted]’s account when it cycled on July 22, 2016. A payment for $151.02 was received on August 3, 2016. Please refer to the enclosed account activity statement. As stated in our previous response, we returned Ms. [redacted]’s account back to a current status. On July 27, 2016, the minimum payment on Ms. [redacted]’s account was reduced from $302.12 to $0.00. As her account is now current, Ms. [redacted] should pay according to her monthly statement when making her payment for September 2016. If we can be of further assistance, please contact the Executive Care Team at ###-###-#### Monday through Friday 8am to 4:30pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Enclosure
Initial Business Response /* (1000, 5, 2015/12/29) */
CONFIDENTIAL COMMUNICATION
December 29, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our investigation confirms two separate orders on Ms. [redacted]'s account from December 10, 2015. Each order consisted of a 14-Karat White Gold Open Heart Pendant and two (2) 14-Karat Gold Open Heart Pendants. These were also self-serviced, as they were placed directly via the Gettington website.
The first order was placed without a promotion code, and the second order was placed shortly afterward that had a promotion code for free shipping applied to it. While we are uncertain whether Ms. [redacted] or someone else placed these, these are valid web orders.
All of the items were shipped from one of our jewelry vendors, and they have confirmed that all six items from both orders were shipped in one parcel under UPS tracking # [redacted]. Ms. [redacted] should use the prepaid return label that we have sent to her email on file of [redacted]@aol.com to return the items in question so that we can make the necessary credit adjustments to her account.
If Ms. [redacted] maintains she did not receive the items from the second order, we will require her to complete and return an affidavit of merchandise not received. This is in accord with our policy, and when our records showing we met our delivery obligations differ from what the customer states they received.
We have sent Ms. [redacted] another affidavit which should arrive within ten days of the above date. We appreciate her ongoing cooperation and understanding in this matter.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
12/31/15 Spoke to a "may" female in Customer Service @12:30 pm EST not much success again (no help at all), almost 1 hour going nowhere & her not understanding barely anything I said, just read from scripted form as instructed to say to customers. Was told to contact "Credit Dept", I called them direct, today, at 1:29 pm EST, Spoke to "Dora". This woman Dora did speak fluent english, understood etc., was the most helpful out of everyone spoke with (since very start of this problem, so far).
Told Dora the whole situation again, she looked into it while I was placed on hold. Dora, eventually came back & told me the credit (duplicate charge) for $368.94, will be issued immediately and will see it online (when I sign into the Gettington account) where my new balance will be shown & seen as $343.97. ** It wasn't it shows new balance (online)as: Current Balance: $352.45 **This is due to the Safeline Plus added to the new balance of $343.97. (Yes I know, doesn't add up correctly, but that's what they have on the site - my account page online).
I also told Dora, 'there's "Safeline Plus fee (for both orders totaled $14.71), I don't even know what it is & why charged this. Dora said: "it's a protection coverage in case product breaks, damaged etc; it works like a warranty for your purchased items." Told her I never ordered this & want to be refunded this as well. She said, "can be refunded this fee 14.71, but need to call Safeline Plus directly and tell them, they'll cancel & refund you directly, Here is the number, call them when we're finished." **I did do this, afterwards.**
Next, I asked Dora (none of any Cust. Service people spoke to throughout start of problem to date, seemed able to do nor, even understand what needed to be done): "Now that the new balance is in place, $343.97, my MONTHLY MINIMUM PAYMENT DUE, needs to be re-adjusted from the original duplicate rated Mo. min. paymt shown as $39.67 -- *the charge for original & the duplicate order added in (never ordered duplicate order or received a duplicate order--though CHARGED TWICE--as wrote in previous/original complaint filed)as combined total for that Mo. Min. Paymt Due amount shown online & on my paper statement (received in regular mail) as well." Reason: "It's now the wrong figure & I need to know what the new Monthly Min. Paymt Due, will be so I can make a payment on time."
Dora said; "It will be $18.91. Will see this adjustment as well, in the Monthly Minimum Payment Due section (online and on next paper statement), each month."
**Unfortunately this wasn't the case, because I went to make a payment (pay online) and "Mo. Min. Paymt Due" STILL WRONG & shows the original $39.67 rate due by Jan. 15, 2016 --which is inaccurate, still not adjusted to correct amount of $18.91, yet!
I didn't want to miss making a payment, I didn't pay this $39.67 at all! I paid $19.00 (on 1/04/16 & post dated it for 1/15/16) & post dated the online payment, to be paid on the actual due date
of 1/15/16. *See Attached 2 Files.*
As far as a Affidavit goes, no need for it, like stated in original filed complaint! Again, since I never originally ordered a "duplicate/2nd order", nor received this "duplicate/2nd order" either, I OBVIOUSLY would not expect another pkg. or look!
I expect this matter to be resolved correctly--Gettington co. needs to get things done correctly, no excuses etc. (also fully train their people in Customer Service especially). I do not need them screwing up my credit because they can't seem (or choose not to do such)get things accurate & done correctly.
Thank you.
[redacted]
Final Business Response /* (4000, 17, 2016/02/01) */
January 29, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
Please allow us to explain that the billing system can only adjust the minimum monthly payment amount at the start of a new billing cycle. The duplicate order issue resulted in the system calculating a minimum due amount that was higher than it otherwise would have been.
At the time we received the $19.00 payment, the correct minimum amount due had not yet been updated as it was still within the original billing cycle timeframe. We agree that Ms. [redacted] was not at fault, and that is why we credited the late fee that was assessed.
Please be assured that no past due reporting or any other negative effect to Ms. [redacted]'s credit files has occurred as a result of this.
We have also issued credit for the remaining balance of $4.96. At this time, Ms. [redacted] has been refunded in full for the SafeLine fee previously billed. This will reflect on her upcoming monthly statement.
Ms. [redacted]'s account reflects a paid current status as of the date of this letter. The correct minimum amount due of $20.00 has been restored to Ms. [redacted]'s account for the next due date of February 15, 2016.
Sincerely,
Vi [redacted]
Executive Care
VF/ah
Final Consumer Response /* (3000, 19, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's still only partially corrected, though not completely corrected yet, is why. Due to their inconsistencies, I do not trust how permanent these
actions on their part (to accurately, completely & permanently correct this ongoing matter), which can cause me credit problems further down the road as result of their inconsistencies & continued errors..
Thank you.
[redacted]
received this email. At no point did they try to contact me via mail or telephone. Which should be how ones contacted when a company has merchandise at a high value of a customers. Had they made a second attempt via by mail or a phone call I would have responded immediately. I have ordered from here before and paid off any balance I had prior to this order. I think this is as close to robbery as it can get legally and they should be ashamed of them self. The same way they can contact you via threw mail and phone repeatedly when you owe them money is what they should do in my case but of course the consumer gets nothing and the company gets their merchandise and the money. I'm disgusted and appalled that this could happen in 2018
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. 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. 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. Our records indicate a temporary increase of credit was issued on April 29, 2016 which brought Ms. [redacted]’s credit limit to $3,300. This offer was to expire on July 31, 2016. Ms. [redacted]’s credit account was frozen at $2,300 on May 23, 2016. At this time Ms. [redacted]’s current balance is $1,068.28. Her next payment of $59.99 is due by July 13, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/K
correct. Before I filed with the Revdex.com I did try and resolve the matter. I tried to allow some of the reps handle and resolve the matter. After they was not understanding me and me them. And they did declined to reach out to a manager. Based on previous Revdex.com complaints,and the last call from a high official,I was informed that there is all ways is supposed to be a manager available to made at my request. Now as far as the email regarding the payment issue,there was a lack of reading and understanding. I had got a email requesting prove of the payment from my bank,I sent via fax a copy of the check number as well as the amount of the payment. Someone emailed me back stating that I had sent a copy of my bank statement. I to response the email,I had outlined what I had faxed over. After having to be disrespectful on the phone,due to the rep lying and saying that I would have to leave a message all due to me not wanting to allowing the rep that handle the matter.After being verified I had asked for a manager and explained that it was my right. At the end of the day,they needs to own and work on communication. If I had not of misplaced the contact name and phone number we would not be here today. Since he brought up the payment matter,it was the Credit Union Of Texas fault on the check they only placed the last 4 numbers of the account number,I stated that I had learned a lesson and that was to never allow the bill pay make that payment. I own my mistakes and I also tries hard to get the matter resolved before filing with the Revdex.com.
CONFIDENTIAL COMMUNICATION April 25,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] purchased a Speedway 8 Drawer Tool Tower on December 11, 2014. On December 22, 2014 Ms. [redacted] contacted Fingerhut stating there were parts missing. A request was sent to the vendor to mail out the missing parts of the tool tower. On January 28, 2015 Ms. [redacted] contacted Fingerhut stating she still had not received the missing parts. As a goodwill gesture a $20 discount coupon to use on a future purchase was mailed to Ms. [redacted]. Ms. [redacted] contacted Fingerhut on February 3, 2015 stating she was still waiting on the missing parts of the tool tower. An additional e-mail was sent to the vendor to send the missing parts to Ms. [redacted]. At this time she was told to allow up to three weeks to receive the parts. As a courtesy on that same date $65.99 was credited for the shipping and handling charges. On February 11, 2015 the vendor informed Fingerhut that replacement parts were not available. On that same date an agent sent Ms. [redacted] return instructions with a prepaid postage label to return the product back to Fingerhut for credit. We received this product from Ms. [redacted] on April 8, 2015. Credit in the amount of $187.99 was applied to Ms. [redacted]’s account on that same date. Additionally, we have updated the delinquency information on Ms. [redacted]’s credit reporting to reflect the change in balance. We advise to allow up to 60 days for the update to process. We apologize for any inconvenience this may have caused Ms. [redacted]. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
I am rejecting this response because: First...
of all- On the return order form, I listed the Item Numbers for ALL 5 items that were returned. Second of all- I called and made sure it was alright to send items back from two different orders in the same box. Obviously I was told it was OK. So I dont appreciate the blame for the non-credit of returned items being put on me as it was done in this letter which states that I didnt give suffecient information. Also- if the employees can not read all the information I did provide and figure out that there were some items from one order and some from another- then there is seriously some lack in training of how to do their job to say the least. And the fact that I have repeatedly emailed trying to figure out what is going on with this whole mess and have NOT gotten ANY response is even further proof of the lack of service from customer service reps. Now I have to wait an additional 1-2 billing cycles- which is an additional 1-2 months to see if I actually receive the credit and if it will be in the right amount when Ive already waited months just to get that response even though ive tried to contact them over and over. Yet, they can make sure I dont get a return credit for something I didnt return within 2 minutes of me telling them that? How does that make sense?
I am rejecting this response because:
They did...
not say it was just bugs. They said it was dust, mold or bugs. And another thing. THEY WOULD HAVE HAD TO OPEN THE MACHINE TO SEE INSIDE IT AND THE SEAL FROM THE FACTORY OVER THE PLACE YOU OPEN IT WAS NOT BROKEN!!!!!!!!! THEY DID NOT OPEN THE MACHINE!!!!!!!!!!!!!!!!!! SO HOW COULD THEY HAVE KNOWN WHAT WAS INSIDE IT WITHOUT OPENING IT?????????????I REJECT THIS!!!!!!!!!
We take the privacy and protection of our customer accounts very seriously and dedicate resources to identify, resolve and permanently correct issues. In the interest of confidentiality, we have attached our response for the consumer to review.
I am rejecting this response because: i'm going to pay for an item I returned until it's payed off idon't get my disablity check til next monthi'll send the payment of the amount owed
Initial Business Response /* (1000, 5, 2015/11/17) */
CONFIDENTIAL COMMUNICATION
November 13, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate on March 10, 2015 Ms. [redacted] purchased a Zeki 8" 8GB Android Tablet with Google Play. On June 30, 2015 Ms. [redacted] contacted Fingerhut stating the product was not working properly. The agent correctly advised her that she 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."
All of our electronic devices are shipped to customers in a new condition, and have not been previously used. Occasionally, a customer will experience a problem with a device, as if the case with Ms. [redacted]. Unfortunately, this product was not purchased with a warranty and when Ms. [redacted] contacted us about the problem, it was outside of our return time frame. We sent a letter to Ms. [redacted] on July 29, 2015 explaining our return policy.
We received Ms. [redacted]'s return a second time on October 20, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return for same the reason stated above, and the product will be shipped back to her. She should allow up to 45 days to receive the product back from Fingerhut.
Our records indicate on October 1, 2015 Ms. [redacted] purchased an additional Zeki 8" 8GB Android Tablet with Google Play. This tablet is also out of our return policy time frame, which Ms. [redacted] was made aware of on November 11, 2015.
If Ms. [redacted] is having issues with either of her tablets, she will need to contact the manufacturer, Zeki, at [redacted].
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Ms. [redacted]: I will be mailing a full response with attachments but first of all I would like to say Fingerhut is lying. 1) I called early June 2015 not June 30th. 2) I noticed Fingerhut stated after 180 days , they can no longer issue a credit. No 180 days had passed so why can't I return the product? A red flag should jump out to you. 3) The manufacturer told me the tablet was used/refurbished. I will print and mail the email to you. Fingerhut can argue with the manufacturer about this. 4) Fingerhut told me in an email that the reason they emailed me the October 1, 2015 Smart Return Label was because the agent thought I was returning the October 1 order. This is a lie. How could she have thought this when I had not ordered the second ZEKI until much later that day. When I was talking to her there no such order had been placed. There was only one order in the system. I will mail this email also. 5) Fingerhut reassured me twice that this issue was resolved. Once on 10/1/2015 and again on 10/28/2015. Fingerhut has lied and given very poor customer service best. At worst, maybe laws have been violated. Again, do not close this case. There are some documents I would like to mail you. In fact, I can forward the emails to you. What email address can I forward them to you? Thank you. Talk to you soon. [redacted]
Final Business Response /* (4000, 10, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 19, 2015
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
As previously stated, our records indicate Ms. [redacted] contacted Fingerhut on June 30, 2015 stating her tablet was not working properly. At this time she was correctly advised by the agent that she would need to contact the manufacturer as we require returns to be made in accordance with our return policy. She purchased the tablet on March 10, 2015. Ms. [redacted] would have had 30 days to return to tablet for credit or exchange.
We are uncertain as to why Zeki would have thought the product sent to Ms. [redacted] was refurbished. As we stated in our previous response, all of our electronic devices are shipped to our customers in a new, and unused condition.
On October 20, 2015 Ms. [redacted] returned the tablet she purchased on March 10, 2015. At this time, a letter was sent to Ms. [redacted] explaining we were unable to accept the return and the product would be shipped back to her.
At this time all of the tablets Ms. [redacted] has purchased are out of our return policy timeframe. If the tablets still are not working correctly she will need to contact Zeki at [redacted].
We have provided Ms. [redacted] with all of the information we have on this matter. At this time, Fingerhut considers this matter closed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2015/07/16) */
CONFIDENTIAL COMMUNICATION
July 15, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing...
in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We sincerely apologize for any difficulty Mr. [redacted] experienced as a result of the issue outlined in the inquiry. Our records confirm that Mr. [redacted] purchased a Sunbeam 2-Slice Toaster and an Alcove Fast Dry 10-Piece Bath Towel Set on June 30, 2015.
Mr. [redacted] telephoned on July 7, 2015 first notifying that the toaster was not inside the package with the towels as it should have been. He also stated that the towels he received were not the ones he ordered. As a remedy, the phone agent submitted a replacement order at no additional cost. Regrettably, the shipping address that was on Mr. [redacted]'s account at that time was still set to [redacted] Watauga, TX 76148, where it was delivered on July 13, 2015.
On July 15, 2015 a customer service agent telephoned Mr. [redacted] regarding this situation. The agent explained that the shipping address had been updated to the Watauga, TX address when an order was placed on the Fingerhut website on December 14, 2014. With Mr. [redacted]'s authorization, the agent updated his account and assured that both the billing and shipping were now both [redacted] North Richland Hills, TX 76180. Due to the oversight by the agent who processed the replacement order not verifying the shipping address before placing it, the agent offered and apology and advised he was sending Mr. [redacted] a $50 discount coupon. Mr. [redacted] advised that he knew the person(s) at the Watauga, TX address and should be able to pick up the package from them.
We appreciate Mr. [redacted]'s patience and understanding in this matter, and again apologize. He should allow up to 15 days from the above date for the discount coupon to arrive. Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was promised a replacement of the items shipped. It is not my fault that they sent items to wrong address.
Soneone from Corporate offices called me on July 15 and sent another order [redacted]. I never received that order as promised. All I received was a piece of paper with a promo code for a discount on my next order. I am sorry to saY , THERE WILL NOT BE A NEXT ORDER And would like to close my account. Thank you. I also want a full credit for my last order to be applied to my account
Mr. [redacted]
Final Business Response /* (4000, 9, 2015/07/27) */
CONFIDENTIAL COMMUNICATION
July 27, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted].
Recently on July 24, 2015, Mr. [redacted] spoke with a supervisor by phone. Based on the additional information Mr. [redacted] provided, the supervisor made an exception to our standard policy and issued an account credit for the full cost of the toaster and towel set including shipping/handling.
Although already applied to the account, these credits will reflect on a future monthly billing statement for Mr. [redacted]'s records.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION May 27,...
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/Gettington Credit Account. Mr. [redacted] states that he recently found out about this Gettington account in his name. He believes someone used his address and social security number to open this account. He asserts that one of our representatives gave him the name of this person, and that he does not know this person. He also claims that he has tried calling us by leaving several voicemails, but we have not returned his calls. Mr. [redacted] is pursuing to confirm this fraudulent account is closed and that there have not been any further purchases. He requests a correction on his credit report. Our records indicate on August 26, 2015 an account was applied for using Mr. [redacted]’s personal information via the web and on that same day an order was placed for a Fisher Price Octonauts Barnacles’ Booster Jet Pack. This item was to be shipped to 3501 Demorest Rd. Grove City, OH 43123.This item was delivered via UPS (surepost) at 9:43 AM on September 2, 2015 using the tracking number [redacted]. On February 10, 2016 we sent Mr. [redacted] an affidavit for the unordered merchandise. We have not yet received the affidavit back from him. We attempted to call Mr. [redacted] (at ####-###-####) on February 26, 2016 and again on April 11, 2016 in response to voicemails he had left for us. We left messages on both occasions. Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. As Mr. [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Fraud Department. They have instructed that a police report, as well as the returned affidavit, is required to complete the investigation. As we understand the urgency of the situation, Mr. [redacted] may expedite this process by faxing the required affidavit and police report to ###-###-#### Attn: Executive Care Team/Jessica or mail the documents to [redacted] St. Cloud, MN 56303. If Mr. [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case number. Once received, we will be able to further investigate his claim. If Mr. [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CST. Mr. [redacted]’s account has been marked with a verification hold, which will prevent further purchases on the account until the issue is resolved. Once the affidavit and police report are received, we would be able to close the account for fraud, and send a request to remove any inquiries or trades from his credit bureau report. A letter will be sent to Mr. [redacted] at that time notifying him of the actions taken. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION April 25, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted], regarding her WebBank/Fingerhut credit account purchase from March 7, 2016 for a McLeland Design Electric Microplush Sherpa Blanket. Ms. [redacted] states in the inquiry she returned the blanket for the reason that it was defective, which was also the reason stated in her original email notification sent on April 6, 2016. We received the blanket as a return on April 12, 2016, which was approved by our Returns Department for a credit covering the full merchandise price. They did not credit the original shipping/handling due to the standard return policy provision that shipping/handling is non-refundable. A return shipping fee was also deducted from the return credit, as the policy also states the customer is responsible for this fee. Allowing for the defective return reason, we have issued further credits covering the original and return shipping/handling costs, and Ms. [redacted] has now received credit for the full purchase price of $131.74. These credits have already been applied to her account and will reflect on a future monthly statement for her records. We apologize for any inconvenience or confusion this matter may have caused Ms. [redacted], but trust our explanation and measures taken will meet her expectations of a satisfactory resolution. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION November 28, 2016 Revdex.com of Minnesota ...
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 Mr. [redacted]. As an assurance to Mr. [redacted], he has now been added to our Do Not Solicit list. As our contact lists are prepared several weeks in advance, it may take up to four to six weeks for the solicitations to completely stop. Mr. [redacted] will cease to be contacted in any way by our company. We apologize for any inconvenience. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 1, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to a complaint submitted by Mr. [redacted], regarding catalogs he continues to receive for an individual who previously lived at his current address. We have requested that a permanent suppression be added to our records for Mr. [redacted]’s address. Unfortunately, our catalogs are printed in advance, so it is possible that Mr. [redacted] may receive additional catalogs within the next 6 to 8 weeks – they should stop completely after that timeframe. In regards to Mr. [redacted] being asked for the last four digits of his social security number, our agents are trained to verify certain pieces of information from caller’s to ensure the integrity of information being provided. In this instance, Mr. [redacted] was asked for that information incorrectly, and we apologize for that oversight. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
CONFIDENTIAL COMMUNICATION March 30, 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 additional inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account. Mr. [redacted] states he notified Fingerhut last year that he wanted his account closed because he couldn’t afford to make the payments. Mr. [redacted] maintains Fingerhut keeps changing their policy and merely revoking consent is no help to him. Mr. [redacted] states $65.00 a month is not affordable and he has called several times to tell Fingerhut he doesn’t have the money to pay the bill. As stated in our previous response, Mr. [redacted] purchased $1,775.39 in merchandise between May 25, 2015 and June 28, 2015. Three of the orders were purchased with deferred billing. When the deferred billing on the purchases expired, the minimum due increased from $29.99 a month to 5% of the balance which was reflected on Mr. [redacted]’s monthly statements. Based on Mr. [redacted]’s previous request, his account was closed on August 21, 2015. Any outstanding balance will continue to accrue interest and Mr. [redacted] may be assessed late fees and his account is still subject to the original terms and conditions of the agreement. No payments were received for September, October or November 2015. On November 23, 2015 Mr. [redacted] agreed to a nine month reduced payment plan for $65.00 a month starting on December 2, 2015 with reduced interest (14.9%) and no late fees. According to our records, Mr. [redacted] made three payments for $65.00 on December 2, 2015, January 3, 2016 and February 2, 2016. Mr. [redacted] contacted Fingerhut by phone on March 21, 2016 and requested that a cease and desist be placed on his account. At his request, we have placed a cease and desist status on Mr. [redacted]’s account on March 21, 2016. No further call attempts will be made or written communication sent unless notified in writing to rescind the cease and desist. A monthly statement will continue to be mailed. If Mr. [redacted] would like additional information he will need to revoke the cease and desist request in writing. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Tell us why here...
CONFIDENTIAL COMMUNICATION September 30,...
2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’s inquiry she states she ordered a laptop and that when she received the laptop the adapter was missing. She states she sent several emails advising us of the missing adapter and that she received no response until she contacted us by phone seven days later. Ms. [redacted] states she was advised we would send the adapter to her but three days later we advised her she needed to contact Dell to have them send the adapter to her. Ms. [redacted] is requesting reimbursement for an adapter that she will have to purchase. Our records indicate Ms. [redacted] contacted us via email on September 2, 2016. Our offices were closed on September 5, 2016 for Labor Day. On September 7, 2016 we researched Ms. [redacted]’s concerns she stated in her email and a request was sent to our Parts Department to have an adapter sent to Ms. [redacted]. The same day Ms. [redacted] contacted us by phone and we advised her we requested an adapter to be sent to her and advised her to allow up to 7 days to receive. Ms. [redacted] requested the adapter to be shipped overnight and the agent explained we do not have an overnight delivery available. Ms. [redacted] requested to speak with a supervisor. Since a supervisor was not immediately available the agent transferred Ms. [redacted] to the supervisor’s voicemail. The supervisor attempted to contact Ms. [redacted] the same day and a message was left. On September 8, 2016 a parts specialist sent an email to Ms. [redacted] which explained we do not have parts available for the laptop and advised Ms. [redacted] to contact Dell to have the adapter sent. We reached out to our supplier on Ms. [redacted]’s behalf and we have requested our supplier to send an adapter to Ms. [redacted]. Per our supplier, the adapter was sent as of the date of this letter to the address we have on file for Ms. [redacted]. The adapter should be arriving no later than October 5, 2016. As a courtesy, we have also issued a credit of $25.00 on the laptop and Ms. [redacted] will see the credit issued within 1-2 billing cycles on her statement. If Ms. [redacted] has further questions or concerns she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: Nowhere on the website states refunds will be processed in the form of a check. Why did it take until I filed a complaint with Revdex.com for my refund to be processed? I do not think this late resolution will solve this concern.
CONFIDENTIAL COMMUNICATION March 24, 2016 ...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have thoroughly reviewed the information we received from Ms. [redacted] regarding the image of the safe that was displayed in error with a description for the Werner 4’ Step Ladder. Please understand that, with respect to situations like Ms. [redacted]’s, we reserve certain rights and protections. These can be found on the homepage of our website, under “terms of use” under the section titled “Correction of Errors and Inaccuracies; Limitations on Quantity; Returns; Risk of Loss: which states in part: The information on this Site may contain typographical errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order). Please note that such errors, inaccuracies or omissions may relate to product description, pricing and availability. Regrettably we are unable to honor errors of this nature. As stated previously, the ad error was corrected after Ms. [redacted] contacted us. A postage paid label has already been sent to return the Werner 4’ Step Ladder. Please allow up to ten days for the return to be received. When the return is received and processed Ms. [redacted] will receive full credit for the Step Ladder. We sincerely apologize for any inconvenience caused by the ad error. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ Tell us why here...
CONFIDENTIAL COMMUNICATION August 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 additional inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states she does not agree with her previous balance of $2,994.59 and believes it should be lower if she received credit for two late fees. Ms. [redacted] also states that she will continue to make payments of $152.00 on the third of each month per the arrangements she made with an agent on June 20, 2016. Ms. [redacted]’s desired resolution is for her account to be current by October 2016 and to resume her regular minimum monthly payments. As of August 4, 2016, the balance on Ms. [redacted]’s account is $2,843.57. Two late fees of $27.00 and $37.00 were credited to Ms. [redacted]’s account on July 18, 2016 and July 27, 2016, respectively. $62.84 in interest fees were charged to Ms. [redacted]’s account when it cycled on July 22, 2016. A payment for $151.02 was received on August 3, 2016. Please refer to the enclosed account activity statement. As stated in our previous response, we returned Ms. [redacted]’s account back to a current status. On July 27, 2016, the minimum payment on Ms. [redacted]’s account was reduced from $302.12 to $0.00. As her account is now current, Ms. [redacted] should pay according to her monthly statement when making her payment for September 2016. If we can be of further assistance, please contact the Executive Care Team at ###-###-#### Monday through Friday 8am to 4:30pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Enclosure
Initial Business Response /* (1000, 5, 2015/12/29) */
CONFIDENTIAL COMMUNICATION
December 29, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
Our investigation confirms two separate orders on Ms. [redacted]'s account from December 10, 2015. Each order consisted of a 14-Karat White Gold Open Heart Pendant and two (2) 14-Karat Gold Open Heart Pendants. These were also self-serviced, as they were placed directly via the Gettington website.
The first order was placed without a promotion code, and the second order was placed shortly afterward that had a promotion code for free shipping applied to it. While we are uncertain whether Ms. [redacted] or someone else placed these, these are valid web orders.
All of the items were shipped from one of our jewelry vendors, and they have confirmed that all six items from both orders were shipped in one parcel under UPS tracking # [redacted]. Ms. [redacted] should use the prepaid return label that we have sent to her email on file of [redacted]@aol.com to return the items in question so that we can make the necessary credit adjustments to her account.
If Ms. [redacted] maintains she did not receive the items from the second order, we will require her to complete and return an affidavit of merchandise not received. This is in accord with our policy, and when our records showing we met our delivery obligations differ from what the customer states they received.
We have sent Ms. [redacted] another affidavit which should arrive within ten days of the above date. We appreciate her ongoing cooperation and understanding in this matter.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care
VF/ah
Initial Consumer Rebuttal /* (3000, 7, 2016/01/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
12/31/15 Spoke to a "may" female in Customer Service @12:30 pm EST not much success again (no help at all), almost 1 hour going nowhere & her not understanding barely anything I said, just read from scripted form as instructed to say to customers. Was told to contact "Credit Dept", I called them direct, today, at 1:29 pm EST, Spoke to "Dora". This woman Dora did speak fluent english, understood etc., was the most helpful out of everyone spoke with (since very start of this problem, so far).
Told Dora the whole situation again, she looked into it while I was placed on hold. Dora, eventually came back & told me the credit (duplicate charge) for $368.94, will be issued immediately and will see it online (when I sign into the Gettington account) where my new balance will be shown & seen as $343.97. ** It wasn't it shows new balance (online)as: Current Balance: $352.45 **This is due to the Safeline Plus added to the new balance of $343.97. (Yes I know, doesn't add up correctly, but that's what they have on the site - my account page online).
I also told Dora, 'there's "Safeline Plus fee (for both orders totaled $14.71), I don't even know what it is & why charged this. Dora said: "it's a protection coverage in case product breaks, damaged etc; it works like a warranty for your purchased items." Told her I never ordered this & want to be refunded this as well. She said, "can be refunded this fee 14.71, but need to call Safeline Plus directly and tell them, they'll cancel & refund you directly, Here is the number, call them when we're finished." **I did do this, afterwards.**
Next, I asked Dora (none of any Cust. Service people spoke to throughout start of problem to date, seemed able to do nor, even understand what needed to be done): "Now that the new balance is in place, $343.97, my MONTHLY MINIMUM PAYMENT DUE, needs to be re-adjusted from the original duplicate rated Mo. min. paymt shown as $39.67 -- *the charge for original & the duplicate order added in (never ordered duplicate order or received a duplicate order--though CHARGED TWICE--as wrote in previous/original complaint filed)as combined total for that Mo. Min. Paymt Due amount shown online & on my paper statement (received in regular mail) as well." Reason: "It's now the wrong figure & I need to know what the new Monthly Min. Paymt Due, will be so I can make a payment on time."
Dora said; "It will be $18.91. Will see this adjustment as well, in the Monthly Minimum Payment Due section (online and on next paper statement), each month."
**Unfortunately this wasn't the case, because I went to make a payment (pay online) and "Mo. Min. Paymt Due" STILL WRONG & shows the original $39.67 rate due by Jan. 15, 2016 --which is inaccurate, still not adjusted to correct amount of $18.91, yet!
I didn't want to miss making a payment, I didn't pay this $39.67 at all! I paid $19.00 (on 1/04/16 & post dated it for 1/15/16) & post dated the online payment, to be paid on the actual due date
of 1/15/16. *See Attached 2 Files.*
As far as a Affidavit goes, no need for it, like stated in original filed complaint! Again, since I never originally ordered a "duplicate/2nd order", nor received this "duplicate/2nd order" either, I OBVIOUSLY would not expect another pkg. or look!
I expect this matter to be resolved correctly--Gettington co. needs to get things done correctly, no excuses etc. (also fully train their people in Customer Service especially). I do not need them screwing up my credit because they can't seem (or choose not to do such)get things accurate & done correctly.
Thank you.
[redacted]
Final Business Response /* (4000, 17, 2016/02/01) */
January 29, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
Please allow us to explain that the billing system can only adjust the minimum monthly payment amount at the start of a new billing cycle. The duplicate order issue resulted in the system calculating a minimum due amount that was higher than it otherwise would have been.
At the time we received the $19.00 payment, the correct minimum amount due had not yet been updated as it was still within the original billing cycle timeframe. We agree that Ms. [redacted] was not at fault, and that is why we credited the late fee that was assessed.
Please be assured that no past due reporting or any other negative effect to Ms. [redacted]'s credit files has occurred as a result of this.
We have also issued credit for the remaining balance of $4.96. At this time, Ms. [redacted] has been refunded in full for the SafeLine fee previously billed. This will reflect on her upcoming monthly statement.
Ms. [redacted]'s account reflects a paid current status as of the date of this letter. The correct minimum amount due of $20.00 has been restored to Ms. [redacted]'s account for the next due date of February 15, 2016.
Sincerely,
Vi [redacted]
Executive Care
VF/ah
Final Consumer Response /* (3000, 19, 2016/02/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's still only partially corrected, though not completely corrected yet, is why. Due to their inconsistencies, I do not trust how permanent these
actions on their part (to accurately, completely & permanently correct this ongoing matter), which can cause me credit problems further down the road as result of their inconsistencies & continued errors..
Thank you.
[redacted]
I am rejecting this response because: I never...
received this email. At no point did they try to contact me via mail or telephone. Which should be how ones contacted when a company has merchandise at a high value of a customers. Had they made a second attempt via by mail or a phone call I would have responded immediately. I have ordered from here before and paid off any balance I had prior to this order. I think this is as close to robbery as it can get legally and they should be ashamed of them self. The same way they can contact you via threw mail and phone repeatedly when you owe them money is what they should do in my case but of course the consumer gets nothing and the company gets their merchandise and the money. I'm disgusted and appalled that this could happen in 2018
CONFIDENTIAL COMMUNICATION June 30,...
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. 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. 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. Our records indicate a temporary increase of credit was issued on April 29, 2016 which brought Ms. [redacted]’s credit limit to $3,300. This offer was to expire on July 31, 2016. Ms. [redacted]’s credit account was frozen at $2,300 on May 23, 2016. At this time Ms. [redacted]’s current balance is $1,068.28. Her next payment of $59.99 is due by July 13, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/K
I am rejecting this response because: It is in...
correct. Before I filed with the Revdex.com I did try and resolve the matter. I tried to allow some of the reps handle and resolve the matter. After they was not understanding me and me them. And they did declined to reach out to a manager. Based on previous Revdex.com complaints,and the last call from a high official,I was informed that there is all ways is supposed to be a manager available to made at my request. Now as far as the email regarding the payment issue,there was a lack of reading and understanding. I had got a email requesting prove of the payment from my bank,I sent via fax a copy of the check number as well as the amount of the payment. Someone emailed me back stating that I had sent a copy of my bank statement. I to response the email,I had outlined what I had faxed over. After having to be disrespectful on the phone,due to the rep lying and saying that I would have to leave a message all due to me not wanting to allowing the rep that handle the matter.After being verified I had asked for a manager and explained that it was my right. At the end of the day,they needs to own and work on communication. If I had not of misplaced the contact name and phone number we would not be here today. Since he brought up the payment matter,it was the Credit Union Of Texas fault on the check they only placed the last 4 numbers of the account number,I stated that I had learned a lesson and that was to never allow the bill pay make that payment. I own my mistakes and I also tries hard to get the matter resolved before filing with the Revdex.com.