I am rejecting this response because:
Fingerhut added interest and amount of slip covers to my account causing the payment to jump from $46.99 to 69.99. Their fee schedule clearly states the payment for the balance owed is $46.99. They keep calling me for the additional 20.00. I have never had one late payment on this account. I will continue to pay the 46.99 until balance drops to a level where the payment will also drop. Thank you, [redacted]
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.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. You guys are miraculous and I sincerely appreciate your assistance. Donation forthcoming.Most sincerely,[redacted]
I am rejecting this response because:Customer shouldn't have to take it to this level to get the company to do the right thing, and they didn't indicate at all that they intended to change their deceptive sales practice's. He even stated they change their discounts based on account history and order history.
to be noted. The gentleman who contacted me had an attitude problem from the beginning of the conversation. So I terminated the conversation. I stated to him the account was closed I would be doing no further business with his company. I will take care of my obligations. But would not recommend Fingerhut to even my worst enemy. It’s customary with Fingerhut customer care to place you on hold instead of disconnect your calls so you cannot leave feedback on poor customer service. I too have posted a complete audio and video log of my telecommunications with Fingerhut and their customer care. The videos are on both YouTube and Facebook. Again this case is closed. It took 2 weeks to recieve a phone call. My business has proven to be unimportant to this company. So being so insignificant; I will do no further dealings. No further response needed. Your letter is clearly full of lies. Good day
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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account provided by WebBank. We have included Terms & Conditions, Truth in Lending Agreement, account activity and the last three monthly statements. Mr. [redacted] states Fingerhut is adding late charges to his account. He further states he has contacted Fingerhut regarding his payments and that he has paid one month ahead. Mr. [redacted]’s desired resolution is to have the account corrected. Our records indicate that on December 7, 2015, an application for credit was processed with a representative using Mr. [redacted]’s name, address and social security number. That same day an order was placed with a representative for a Presto Tilt ’n Drain Big Griddle and an alcove Solid-Color Reversible Comforter - King. The merchandise was shipped December 14, 2015 via UPS to the same address as provided on the application. We have received a total of five payments on this account including the required $30.00 down payment. According to our research, Mr. [redacted] contacted Fingerhut on April 12, 2016 and he was informed that the payments received in February and March 2016 were less than the minimum amount due which resulted in two $14.90 late fees to be applied to his account. Our records indicate, Mr. [redacted] made a payment on April 19, 2016, for $16.00. Two late fees totaling 29.80 were credited as a courtesy on April 20, 2016. On April 20, 2016, Mr. [redacted]’s account is current with a remaining balance of $28.41. Mr. [redacted]’s next statement, which will be generated on May 7, 2016 will reflect his updated balance and minimum payment due. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
April 22, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. As we have stated previously, Ms. [redacted] purchased an LG TV on September 30, 2015 with a two year service place on December 3, 2015. For all concerns with the product Ms. [redacted] should contact the products manufacturer, LG Support at ###-###-####. Ms. [redacted]’s two year service plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. At this time we have provided all available information to Ms. [redacted]. Fingerhut considers this matter closed. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
I am rejecting this response because: If you look...
at the documentation Fingerhut sent with there response,they have on the application with a social security number [redacted] and this isn't my SS number. My last four number are [redacted]. And they stated an account was open on Novmber 23, 2013 in their reponse to Revdex.com on April 2017 and July2017 but what they reported to the credit bureau they have account date open November 1, 2013 by FDCR law this account must be deleted cause is not mine and company is reporting incorrect and contradication information.
I am rejecting this response because:I have already showed them proof that I contacted them before the 30 days. Also since I purchased the item from THEM, THEY should have taken care of the problem right away and let me return it, not made ME contact the manufacturer.
I am rejecting this response because:
If this so called late payment is not reported to credit bureau then I'm ok with it. I will not be ordering any longer. I'm trying to rebuild my credit, not lower it.
Initial Business Response /* (1000, 5, 2015/12/22) */
We have attempted to reach the customer tice, on 12/17/2015 and 12/18/2015. Both times we received a voice mail and were not able to leave a message as the recording stated that the mailbox was full. We would like for Mr [redacted] send in a...
copy of the bank statement that reflects the NSF charges that have been accrued since September so that we can review them for reimbursement. They can be faxed to [redacted]. We can be reached in customer service at [redacted].
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response for the following reason:
request of breakdown still not received and my wife works from home so she is always available to answer the phones. In addition, I have requested numerous emails a few included. I will reach out to my bank to get proof of fees and charges as I have done in the past. Biggest concern with calling your office is no consistency in information received
Final Business Response /* (4000, 12, 2016/01/07) */
I left a voice Message for Creg on 1/5/16 advising that a statement of all account transactions was e-mailed to him at the e-mail address on file and left my phone number. I also disabled any future ach withdrawals on the account and credited the $.13 balance. On 1/7/16 I spoke to his wife Trina and she did confirm he received the statement but had some questions. I could not discuss the account without first speaking to Creg but he will try to call this evening to verify account activity.
Final Consumer Response /* (2000, 14, 2016/01/18) */
CONFIDENTIAL COMMUNICATION May 10, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s complaint, he states the WebBank/Fingerhut Advantage Credit Account was opened due to identity theft and would like the account deleted from all credit bureaus. After reviewing Mr. [redacted]’s account, we show a police report was received April 13, 2017. The police report received did not mention Fingerhut specifically, and mentions that Mr. [redacted] only wanted to file a report, not to pursue the matter. In order for us to investigate further, we will need Mr. [redacted] to amend the police report to include Fingerhut, and to mention that Mr. [redacted] would like to press charges against the perpetrator if found. Once received, Mr. [redacted] will be notified via letter of the actions taken for this matter. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [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 a WebBank/Fingerhut credit account. Ms. [redacted] states she contacted Customer Service regarding her bill regarding a note that her account was more than thirty days past due. After a representative attempted to explain why the account was noted with that comment, Ms. [redacted] requested a manager. As none were available, she discontinued the call. Ms. [redacted] is seeking verification of Fingerhut’s credit bureau reporting policy and requesting Fingerhut to delete any negative reporting that may have resulted from her late payment. Our records reflect Ms. [redacted] reached out to Fingerhut on February 18, 2017, via email, regarding a note on her account stating that it was “thirty one days past due”. An email reply was sent requesting Ms. [redacted] contact Customer Service regarding her question. Ms. [redacted] contacted Fingerhut on March 1, 2017 regarding the note she saw on her account. The representative explained improperly that the day after the payment was due counts as Day Thirty-One. The days start counting from the last payment due date. For example Ms. [redacted]’s payment is due on the 13th of each month. If the payment is not received before the statement is issued on the 17th, her account would be considered thirty one days past due on the 18th. Please note that Fingerhut does not begin reporting late payments to the credit bureaus until an account reaches sixty days past due. A review of the call on March 1, 2017 shows that the representative advised Ms. [redacted] that the supervisors were on other calls and it may be a few more minutes before a supervisor would be available. Ms. [redacted] stated she would wait on hold for two minutes more and, if a supervisor did not assist her, she would end the call. No supervisor was available and Ms. [redacted] ended the call. 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 Ms. [redacted]’s expectations. An account review completed on March 3, 2017 confirms Equifax, Experian and Trans Union are accurately reporting Ms. [redacted]’s account as Current. Fingerhut has not reported any negative payment information to the credit reporting agencies since the account was opened. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Ms. [redacted] may also contact the credit bureaus directly. Their phone numbers are as follows: Equifax: ###-###-#### TransUnion: ###-###-#### Experian: ###-###-#### Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to contact me; they are liars because I spoke with the Representatives on several occasions and finally the one who admitted the error who transferred me to ROD EID [redacted] then Jesus who also agreed with my situation with Fingerhut advised me that they would correct the error on Credit Report and the Fees which I see they did but my balance was $22.10 when I paid on line the additional was the late fee which I was told was $45.00 per occurrence? While on-line states one thing that is what should be honored.
CONFIDENTIAL COMMUNICATION March 24, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she paid this account in full online by a check card. On March 6, 2017 she contacted Fingerhut to close the account, cancel recurring payments, and to get a refund for an overpayment of $21.46. Ms. [redacted] states she contacted Fingerhut multiple times to resolve this issue, during one of the telephone calls, Ms. [redacted] states she was denied a supervisor multiple times. Ms. [redacted] states that one of her payments of $600.00 was canceled, but her account showed that the payment had cleared. Ms. [redacted] states a non-authorized payment of $21.46 was showing on her online Fingerhut account. Ms. [redacted]’s desired resolution is to be refunded the money owed, confirmation of her account being closed, and that further scheduled payments cannot be taken from her personal account. 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. On March 6, 2017, Ms. [redacted] telephoned our company and spoke with a representative regarding the closing of her account and a refund from the overpayment of $21.46 that was made on her account. The representative notified Ms. [redacted] that her WebBank/Fingerhut Advantage Credit Account was closed. Ms. [redacted] was also notified that due to the account being paid by a debit card, a request would need to be submitted to a specialist to process the refund, and the refund would take 3-5 business days to process. Ms. [redacted] then said “Okay, thank you,” at which time, the call ended. On March 13, 2017, Ms. [redacted] contacted our company on 3 separate occasions, inquiring why the refund was not processed to her personal account. Ms. [redacted] was then transferred to a supervisor on her third call. During the call, Ms. [redacted] was upset the $21.46 showed as a canceled payment on her online summary, and not refunded back to her account. Ms. [redacted] then also stated her $600.00 payment showed canceled online, but in fact had cleared her personal account. The supervisor attempted to resolve this matter. Ms. [redacted] at which time, requested to speak to a manager, as she stated during the call that she was not given any new information. According to our records, Ms. [redacted] had previously scheduled a recurring payment on the third day of each month in the amount of $101.00 from her Checking/Savings Account ending in # [redacted]. This recurring payment was disabled on March 13, 2017. On March 3, 2017, Ms. [redacted]’s account balance was $1,679.54, and the scheduled payment of $101.00 was applied to her account making her balance $1,578.54. Ms. [redacted] then made a payment of $1,000.00, on March 4, 2017, bringing her account balance to $578.54. On March 4, 2017, Ms. [redacted] made an additional payment of $600.00 on the website. Ms. [redacted] stated she showed the payment of $600.00 canceled but also clearing her bank. When a customer makes a payment online they are required to enter specific information regarding the account being used. If a customer enters the incorrect information, an error will be shown. Anytime a payment is submitted using a debit card or credit card, this creates an instant authorization, which is a systematic check to ensure the account is available. Our records indicate the first submission made by Ms. [redacted] was denied as an elapsed expiration date. This would have caused Ms. [redacted]’s online account information to show the canceled $600.00 payment. When Ms. [redacted] corrected the error and submitted the information, the payment was authorized and cleared. Ms. [redacted] owed $578.54, when the payment of $600.00 was applied. This created an overpayment of $21.46. Due to Ms. [redacted] requesting a refund to her debit card, a payment reversal of $21.46 was processed on March 5, 2017, to her account, so the refund could be applied to her personal debit account. Records show there was no attempt made to withdraw $21.46 from Ms. [redacted]’s bank account. All records show Ms. [redacted] has brought her account to a $0.00 balance and will be reported accordingly. 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
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 18, 2015
# [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] enrolled in SafeLine Plus Account Protection on January 1, 2014 at the time of placing an order on our website. Ms. [redacted] would have received terms and conditions for her SafeLine Plus plan within 7-10 business days from the enrollment date. On March 12, 2015, SafeLine Plus was cancelled by a SafeLine Service agent per Ms. [redacted]'s request and a credit was issued for the last two SafeLine Plus charges totaling $28.11. On June 3, 2015 a credit for interest charges was also issued as an exception in the amount of $43.81.
Allow me to explain that SafeLine Plus Account Protection Plus is a program designed to help should experience a covered event like becoming unemployed, disabled, a major life event, or change in primary residence impact the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer's credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) provided all conditions are met.
The monthly fee for SafeLine Plus is $1.19 per $100.00 of the total balance at the end of each monthly billing cycle. This fee appears on each statement when there is a balance on the account being covered by the plan. It is located in the fees section of the statement and would have appeared as early as her February 13, 2014 billing statement.
Customer satisfaction is very important to us and as such, on the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
As a reminder to Ms. [redacted], SafeLine Plus charges are clearly labeled on every billing statement. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time.
Should Ms. [redacted] have any concerns on her monthly billing statement our Customer Service agents are here to assist Monday - Friday, 8:00 AM - 8:00 PM at [redacted].
No further credit can be issued for SafeLine Plus charges. Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
2016 ...⇄ #[redacted] Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she returned the defective Schumacher 100-Amp Speed Charge, and when she called the manufacturer she was instructed to return it back to Fingerhut. Ms. [redacted] asserts that Fingerhut has denied the return and that we have disposed of the item. He requests a replacement or a credit to be issued to his Fingerhut account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely,
I am rejecting this response because:
Fingerhut added interest and amount of slip covers to my account causing the payment to jump from $46.99 to 69.99. Their fee schedule clearly states the payment for the balance owed is $46.99. They keep calling me for the additional 20.00. I have never had one late payment on this account. I will continue to pay the 46.99 until balance drops to a level where the payment will also drop. Thank you, [redacted]
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.
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. You guys are miraculous and I sincerely appreciate your assistance. Donation forthcoming.Most sincerely,[redacted]
I am rejecting this response because:Customer shouldn't have to take it to this level to get the company to do the right thing, and they didn't indicate at all that they intended to change their deceptive sales practice's. He even stated they change their discounts based on account history and order history.
I am rejecting this response because:It needs...
to be noted. The gentleman who contacted me had an attitude problem from the beginning of the conversation. So I terminated the conversation. I stated to him the account was closed I would be doing no further business with his company. I will take care of my obligations. But would not recommend Fingerhut to even my worst enemy. It’s customary with Fingerhut customer care to place you on hold instead of disconnect your calls so you cannot leave feedback on poor customer service. I too have posted a complete audio and video log of my telecommunications with Fingerhut and their customer care. The videos are on both YouTube and Facebook. Again this case is closed. It took 2 weeks to recieve a phone call. My business has proven to be unimportant to this company. So being so insignificant; I will do no further dealings. No further response needed. Your letter is clearly full of lies. Good day
April 22, 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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account provided by WebBank. We have included Terms & Conditions, Truth in Lending Agreement, account activity and the last three monthly statements. Mr. [redacted] states Fingerhut is adding late charges to his account. He further states he has contacted Fingerhut regarding his payments and that he has paid one month ahead. Mr. [redacted]’s desired resolution is to have the account corrected. Our records indicate that on December 7, 2015, an application for credit was processed with a representative using Mr. [redacted]’s name, address and social security number. That same day an order was placed with a representative for a Presto Tilt ’n Drain Big Griddle and an alcove Solid-Color Reversible Comforter - King. The merchandise was shipped December 14, 2015 via UPS to the same address as provided on the application. We have received a total of five payments on this account including the required $30.00 down payment. According to our research, Mr. [redacted] contacted Fingerhut on April 12, 2016 and he was informed that the payments received in February and March 2016 were less than the minimum amount due which resulted in two $14.90 late fees to be applied to his account. Our records indicate, Mr. [redacted] made a payment on April 19, 2016, for $16.00. Two late fees totaling 29.80 were credited as a courtesy on April 20, 2016. On April 20, 2016, Mr. [redacted]’s account is current with a remaining balance of $28.41. Mr. [redacted]’s next statement, which will be generated on May 7, 2016 will reflect his updated balance and minimum payment due. If we can be of further assistance, Mr. [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST. Thank you for the opportunity to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa Enclosures
April 22, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. As we have stated previously, Ms. [redacted] purchased an LG TV on September 30, 2015 with a two year service place on December 3, 2015. For all concerns with the product Ms. [redacted] should contact the products manufacturer, LG Support at ###-###-####. Ms. [redacted]’s two year service plan begins on October 5, 2016. This plan is through NEW (Nation Extended Warranty). They can be contacted at ###-###-####. Her warranty contact number is [redacted]. At this time we have provided all available information to Ms. [redacted]. Fingerhut considers this matter closed. Sincerely, Vi [redacted] Executive Care Team VF/KS [redacted]
I am rejecting this response because: If you look...
at the documentation Fingerhut sent with there response,they have on the application with a social security number [redacted] and this isn't my SS number. My last four number are [redacted]. And they stated an account was open on Novmber 23, 2013 in their reponse to Revdex.com on April 2017 and July2017 but what they reported to the credit bureau they have account date open November 1, 2013 by FDCR law this account must be deleted cause is not mine and company is reporting incorrect and contradication information.
I am rejecting this response because:I have already showed them proof that I contacted them before the 30 days. Also since I purchased the item from THEM, THEY should have taken care of the problem right away and let me return it, not made ME contact the manufacturer.
Attached is our letter of response regarding the case of [redacted]. If we can be of further assistance, please don't hesitate to contact us.
I am rejecting this response because:
If this so called late payment is not reported to credit bureau then I'm ok with it. I will not be ordering any longer. I'm trying to rebuild my credit, not lower it.
Initial Business Response /* (1000, 5, 2015/12/22) */
We have attempted to reach the customer tice, on 12/17/2015 and 12/18/2015. Both times we received a voice mail and were not able to leave a message as the recording stated that the mailbox was full. We would like for Mr [redacted] send in a...
copy of the bank statement that reflects the NSF charges that have been accrued since September so that we can review them for reimbursement. They can be faxed to [redacted]. We can be reached in customer service at [redacted].
Complaint Response Date bumped because: Holiday
Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response for the following reason:
request of breakdown still not received and my wife works from home so she is always available to answer the phones. In addition, I have requested numerous emails a few included. I will reach out to my bank to get proof of fees and charges as I have done in the past. Biggest concern with calling your office is no consistency in information received
Final Business Response /* (4000, 12, 2016/01/07) */
I left a voice Message for Creg on 1/5/16 advising that a statement of all account transactions was e-mailed to him at the e-mail address on file and left my phone number. I also disabled any future ach withdrawals on the account and credited the $.13 balance. On 1/7/16 I spoke to his wife Trina and she did confirm he received the statement but had some questions. I could not discuss the account without first speaking to Creg but he will try to call this evening to verify account activity.
Final Consumer Response /* (2000, 14, 2016/01/18) */
CONFIDENTIAL COMMUNICATION May 10, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s complaint, he states the WebBank/Fingerhut Advantage Credit Account was opened due to identity theft and would like the account deleted from all credit bureaus. After reviewing Mr. [redacted]’s account, we show a police report was received April 13, 2017. The police report received did not mention Fingerhut specifically, and mentions that Mr. [redacted] only wanted to file a report, not to pursue the matter. In order for us to investigate further, we will need Mr. [redacted] to amend the police report to include Fingerhut, and to mention that Mr. [redacted] would like to press charges against the perpetrator if found. Once received, Mr. [redacted] will be notified via letter of the actions taken for this matter. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION March 10, 2017 Revdex.com of...
Minnesota �...⇄ Attn: Ms. [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 a WebBank/Fingerhut credit account. Ms. [redacted] states she contacted Customer Service regarding her bill regarding a note that her account was more than thirty days past due. After a representative attempted to explain why the account was noted with that comment, Ms. [redacted] requested a manager. As none were available, she discontinued the call. Ms. [redacted] is seeking verification of Fingerhut’s credit bureau reporting policy and requesting Fingerhut to delete any negative reporting that may have resulted from her late payment. Our records reflect Ms. [redacted] reached out to Fingerhut on February 18, 2017, via email, regarding a note on her account stating that it was “thirty one days past due”. An email reply was sent requesting Ms. [redacted] contact Customer Service regarding her question. Ms. [redacted] contacted Fingerhut on March 1, 2017 regarding the note she saw on her account. The representative explained improperly that the day after the payment was due counts as Day Thirty-One. The days start counting from the last payment due date. For example Ms. [redacted]’s payment is due on the 13th of each month. If the payment is not received before the statement is issued on the 17th, her account would be considered thirty one days past due on the 18th. Please note that Fingerhut does not begin reporting late payments to the credit bureaus until an account reaches sixty days past due. A review of the call on March 1, 2017 shows that the representative advised Ms. [redacted] that the supervisors were on other calls and it may be a few more minutes before a supervisor would be available. Ms. [redacted] stated she would wait on hold for two minutes more and, if a supervisor did not assist her, she would end the call. No supervisor was available and Ms. [redacted] ended the call. 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 Ms. [redacted]’s expectations. An account review completed on March 3, 2017 confirms Equifax, Experian and Trans Union are accurately reporting Ms. [redacted]’s account as Current. Fingerhut has not reported any negative payment information to the credit reporting agencies since the account was opened. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Ms. [redacted]’s Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Ms. [redacted] still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Ms. [redacted] may also contact the credit bureaus directly. Their phone numbers are as follows: Equifax: ###-###-#### TransUnion: ###-###-#### Experian: ###-###-#### Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not tried to contact me; they are liars because I spoke with the Representatives on several occasions and finally the one who admitted the error who transferred me to ROD EID [redacted] then Jesus who also agreed with my situation with Fingerhut advised me that they would correct the error on Credit Report and the Fees which I see they did but my balance was $22.10 when I paid on line the additional was the late fee which I was told was $45.00 per occurrence? While on-line states one thing that is what should be honored.
CONFIDENTIAL COMMUNICATION March 24, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she paid this account in full online by a check card. On March 6, 2017 she contacted Fingerhut to close the account, cancel recurring payments, and to get a refund for an overpayment of $21.46. Ms. [redacted] states she contacted Fingerhut multiple times to resolve this issue, during one of the telephone calls, Ms. [redacted] states she was denied a supervisor multiple times. Ms. [redacted] states that one of her payments of $600.00 was canceled, but her account showed that the payment had cleared. Ms. [redacted] states a non-authorized payment of $21.46 was showing on her online Fingerhut account. Ms. [redacted]’s desired resolution is to be refunded the money owed, confirmation of her account being closed, and that further scheduled payments cannot be taken from her personal account. 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. On March 6, 2017, Ms. [redacted] telephoned our company and spoke with a representative regarding the closing of her account and a refund from the overpayment of $21.46 that was made on her account. The representative notified Ms. [redacted] that her WebBank/Fingerhut Advantage Credit Account was closed. Ms. [redacted] was also notified that due to the account being paid by a debit card, a request would need to be submitted to a specialist to process the refund, and the refund would take 3-5 business days to process. Ms. [redacted] then said “Okay, thank you,” at which time, the call ended. On March 13, 2017, Ms. [redacted] contacted our company on 3 separate occasions, inquiring why the refund was not processed to her personal account. Ms. [redacted] was then transferred to a supervisor on her third call. During the call, Ms. [redacted] was upset the $21.46 showed as a canceled payment on her online summary, and not refunded back to her account. Ms. [redacted] then also stated her $600.00 payment showed canceled online, but in fact had cleared her personal account. The supervisor attempted to resolve this matter. Ms. [redacted] at which time, requested to speak to a manager, as she stated during the call that she was not given any new information. According to our records, Ms. [redacted] had previously scheduled a recurring payment on the third day of each month in the amount of $101.00 from her Checking/Savings Account ending in # [redacted]. This recurring payment was disabled on March 13, 2017. On March 3, 2017, Ms. [redacted]’s account balance was $1,679.54, and the scheduled payment of $101.00 was applied to her account making her balance $1,578.54. Ms. [redacted] then made a payment of $1,000.00, on March 4, 2017, bringing her account balance to $578.54. On March 4, 2017, Ms. [redacted] made an additional payment of $600.00 on the website. Ms. [redacted] stated she showed the payment of $600.00 canceled but also clearing her bank. When a customer makes a payment online they are required to enter specific information regarding the account being used. If a customer enters the incorrect information, an error will be shown. Anytime a payment is submitted using a debit card or credit card, this creates an instant authorization, which is a systematic check to ensure the account is available. Our records indicate the first submission made by Ms. [redacted] was denied as an elapsed expiration date. This would have caused Ms. [redacted]’s online account information to show the canceled $600.00 payment. When Ms. [redacted] corrected the error and submitted the information, the payment was authorized and cleared. Ms. [redacted] owed $578.54, when the payment of $600.00 was applied. This created an overpayment of $21.46. Due to Ms. [redacted] requesting a refund to her debit card, a payment reversal of $21.46 was processed on March 5, 2017, to her account, so the refund could be applied to her personal debit account. Records show there was no attempt made to withdraw $21.46 from Ms. [redacted]’s bank account. All records show Ms. [redacted] has brought her account to a $0.00 balance and will be reported accordingly. 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
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 18, 2015
# [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] enrolled in SafeLine Plus Account Protection on January 1, 2014 at the time of placing an order on our website. Ms. [redacted] would have received terms and conditions for her SafeLine Plus plan within 7-10 business days from the enrollment date. On March 12, 2015, SafeLine Plus was cancelled by a SafeLine Service agent per Ms. [redacted]'s request and a credit was issued for the last two SafeLine Plus charges totaling $28.11. On June 3, 2015 a credit for interest charges was also issued as an exception in the amount of $43.81.
Allow me to explain that SafeLine Plus Account Protection Plus is a program designed to help should experience a covered event like becoming unemployed, disabled, a major life event, or change in primary residence impact the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer's credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) provided all conditions are met.
The monthly fee for SafeLine Plus is $1.19 per $100.00 of the total balance at the end of each monthly billing cycle. This fee appears on each statement when there is a balance on the account being covered by the plan. It is located in the fees section of the statement and would have appeared as early as her February 13, 2014 billing statement.
Customer satisfaction is very important to us and as such, on the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled "What To Do If You Think You Find A Mistake On Your Statement" explains the required steps necessary to file a formal dispute in this regard. It states, in part:
"You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true:
We cannot try to collect the amount in question, or report you as delinquent.
The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount.
While you do not have to pay the amount in question, you are responsible for the remainder of your balance.
We can apply any unpaid amount against your credit limit."
As a reminder to Ms. [redacted], SafeLine Plus charges are clearly labeled on every billing statement. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time.
Should Ms. [redacted] have any concerns on her monthly billing statement our Customer Service agents are here to assist Monday - Friday, 8:00 AM - 8:00 PM at [redacted].
No further credit can be issued for SafeLine Plus charges. Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Comenity bank owns and operates our Appleseed's Credit card accounts...they are responding on our behalf. Their response is attached
CONFIDENTIAL COMMUNICATION June 27,...
2016 ...⇄ #[redacted] Revdex.com of Minnesota �...⇄ Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] has stated she returned the defective Schumacher 100-Amp Speed Charge, and when she called the manufacturer she was instructed to return it back to Fingerhut. Ms. [redacted] asserts that Fingerhut has denied the return and that we have disposed of the item. He requests a replacement or a credit to be issued to his Fingerhut account. Ms. [redacted]’s account indicates an order was placed for a Schumacher 100-Amp Speed Charge on October 30, 2015. Our records indicate we received the Schumacher 100-Amp Speed Charge as a return on March 1, 2016, when the return was received, it was sent back to Ms. [redacted]. A letter was also sent explaining that it was past our refund period and credit would not be issued. It was also explained in the letter that should Ms. [redacted] refuse the shipment and/or it be returned to us again, credit would not be granted and Ms. [redacted] would still be responsible for the charges. On March 18, 2016 we received the return of the item again. No credit was issued and the item was disposed of. Fingerhut Return Policy: We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Return postage is the responsibility of the customers. This policy is disclosed in at least two locations, in every catalog, and on Fingerhut’s website. If Ms. [redacted] has any further questions regarding this matter he may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM. Thank you for allowing us to assist and explain. Sincerely,