CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case # [redacted] Dear Ms. [redacted], We are writing in response to the inquiry we received from your office on behalf of...
Ms. [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists. As of November 15, 2016, we have removed Ms. [redacted] from all our Family of Brands mailing and rental lists. Please be advised the catalogs are preprinted three months in advance, please allow 8 to 12 weeks for them to discontinue. If Ms. [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION January 26, 2017 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he was never informed the first two digits of his house number was omitted in any correspondence from Fingerhut. Mr. [redacted] also addresses he is unable to file a police report for the merchandise he did not receive. As we have stated in the letter dated January 17, 2017 the laptop/tablet was delivered on October 18, 2016, and all other items were delivered on October 25, 2016 to [redacted] Palmdale, CA 93552. Mr. [redacted] did receive an email response from us in which the first two digits of Mr. [redacted]’s house number were omitted in error from the delivery address. The order itself had the correct house number, it was only the email in which it was referenced incorrectly. We understand that on occasion a police report may not be filed by a police department, and that is why we ask for the precinct telephone number, the name of the officer that is spoken with and the badge number of that individual. That is still the information that is required by us to conduct an investigation. On January 17, 2017 an agent contacted the agency, but was unable to speak to an officer based on the information provided. As we understand the severity and urgency of this situation, Mr. [redacted] may call us to provide the officer’s name and badge number at ###-###-####. He may leave the information in a voicemail if needed. Alternatively, he can email the information to us by vising www.fingerhut.com/customerservice. Once we receive the requested information we will investigate this matter further. Until we receive the requested information from Mr. [redacted], he will continue to be billed for the merchandise. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
Initial Business Response /* (1000, 6, 2015/08/07) */
CONFIDENTIAL COMMUNICATION
August 7, 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 that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] account indicates an enrollment in an insurance plan offered by one of our affiliated companies, Affinion Benefits Group. It is an accidental death and dismemberment policy which is underwritten by Hartford Life and Accident Insurance Company.
We obtained her policy proof of enrollment(s) from Affinion, which explained the charges for the insurance premium(s) would be billed quarterly to her WebBank/Fingerhut Advantage Credit Account. The proof of enrollment is dated April 3, 2013. We are sending a copy of the proof of enrollment directly to Ms. [redacted] at the address we have on file. Affinion also advised us the insurance policy was cancelled per Ms. [redacted] request on May 1, 2015.
The last time Ms. [redacted] was charged for the insurance policy was on February 4, 2015. Ms. [redacted] billing statement is sent each month on the 11th. If the minimum payment is not received by the due date specified a late fee may be assessed as stated in the terms and conditions she agreed to at the time the account was opened. As a courtesy two late fees were removed on April 4, 2015 and April 21, 2015 for a total of $23.97. We have also credited interest charges in the amount of $7.52. The remaining balance on her account as of the date of this letter is $71.15. No further charges will be billed to her account for the insurance. It is important to make on time payments to avoid late fees in the future.
We appreciate Ms. [redacted] patience while we researched her account.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION
March 14, 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 recent payment activity and the balance on her WebBank/Fingerhut Advantage Credit Account.
We appreciate Ms. [redacted] letting us know she never received billing statements from us. As required by law, account holders carrying a balance with us are sent a monthly statement showing all required and pertinent information for a given billing cycle. They have the option to choose one of two statement delivery methods--a paper one sent regular mail or an electronic one sent to the email on file.
Our records confirm that Ms. [redacted] opted to receive her statements electronically at the email address ar[redacted]@outlook.com. It is possible our statements could have been routed to a 'spam' folder or other folder depending on Ms. [redacted]'s personal email settings and preferences. However, it is Ms. [redacted]'s responsibility to check for receipt of these statements.
Our records also indicate that whenever a payment was missed on Ms. [redacted]'s account, she received payment reminder calls from our Billing/Recovery Department. In many instances, she declined the offer to make a payment arrangement and indicated she would pay at a later time. However, Ms. [redacted]'s account would frequently go unpaid despite our reminders and efforts to help bring it current. For each missed payment, a late fee was assessed, and this was the primary reason Ms. [redacted]'s balance increased over time.
Ms. [redacted]'s account is paid current as of the date of this response, due to the $93.98 payment we received on March 2, 2016. The next payment due on her account will be on April 27, 2016 for $46.99.
As a goodwill gesture to Ms. [redacted], we have credited the most recent late fee of $37.00. It has already been applied to her account and will reflect on her next statement for her records. Allowing for this credit, Ms. [redacted]'s balance is correct and no further adjustments will be made. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Business Response /* (1000, 5, 2015/07/08) */
CONFIDENTIAL COMMUNICATION
July 7, 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].
Our Marketing Department does extensive research to determine which potential customers would be interested in ordering from Fingerhut, and as a result of this process, Mr. [redacted] was identified as a potential customer.
To comply with Mr. [redacted]'s request, we have now added him to the 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.
Allowing for this timeframe, 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
I am rejecting this response because:The computer is of very poor quality. It has numerous performance issues after a very short period of time. I would like fingerhut to at least credit my account for a portion of the price of the merchandise. I am a single women living on a fixed income and would be grateful for anything they can do.
CONFIDENTIAL COMMUNICATION June 3, 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 Advantage credit account purchase from January 6, 2016 for an iSwag Xtreme 1080P Digital Camera/Camcorder. Ms. [redacted] states she was unable to get the camera to work properly and requested to return it to us, but was denied as the return timeframe had passed. Ms. [redacted] then contacted the manufacturer for assistance; they agreed it could be sent to them, but at Ms. [redacted]’ expense. She disagreed that she should have to pay for this shipping, and wants us to resolve this issue by accepting the return and removing the cost of the camera from her account balance. Our records indicate that on May 10, 2016 Ms. [redacted] first notified us via phone of her request to return the camera. The phone representative correctly advised it could no longer be returned as the 90-day timeframe allowed by our return policy had already passed, and to contact the manufacturer for assistance. On May 25, 2016, a representative from our Executive Care Department called Ms. [redacted]’ in response to the voicemail message she left. Ms. [redacted] stated she contacted the manufacturer, eventually received approval to send the camera back to them, but would have to pay the shipping cost. She respectfully disagreed with this requirement, and the representative advised they would contact the vendor/manufacturer on Ms. [redacted]’ behalf to facilitate this process. On June 1, 2016, the representative called Ms. [redacted] to follow up on this matter. Ms. [redacted] was advised that the manufacturer agreed to issue a refund to her once they received the camera, although our company would oversee the return process. On the same date, the representative sent a prepaid return label to Ms. [redacted]’ email on file of [redacted][email protected], and Ms. [redacted] indicated she would promptly send it back to us. Once received, we will issue an account credit for the camera’s full purchase price, including shipping/handling, of $124.98. Ms. [redacted] should allow up to 15 days from the date she sends it for this process to be completed and the credit applied to her account. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
...⇄ # [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 her son’s WebBank/Fingerhut Advantage Credit Account. In order for us to discuss pertinent account information with Ms. [redacted] we are requesting a copy of the Power of Attorney. To expedite, Ms. [redacted] may fax the P.O.A. to ###-###-#### Attn: Becky or by regular mail to [redacted] St. Cloud, MN 56303. Due to no Power of Attorney being on file we are sending a response directly to the account holder. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because:
I have already spoken with Virgin mobile. They agree that the unused, unactivated phone returned with receipt from US Post Office dated 2.24.2016 was in same condition as sold to me.I intend to sue in small claims court, if not instructed to return the phone which is not being used to Fingerhut.The damages to my credit will be penalized.The further harassing phone calls from Collections at Fingerhut will be penalized and the amount of the phone will be doubled to $400.[redacted]
CONFIDENTIAL COMMUNICATION January 25, 2017 ...⇄ 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. In Ms. [redacted]’s inquiry, she is stating that she does not see the $25.00 credited to her account. Ms. [redacted] is showing a cancelled payment of $25.00. We have checked Ms. [redacted]’s account further and can confirm that on the second page of her monthly statements, the payments processed and the credit given for the duplicated payment are appearing. On Ms. [redacted]’s December 2016 statement, on page two, it shows both of the $25.00 payments, both made on December 2, 2016. On page two of Ms. [redacted]’s January 2017 statement it also shows an adjustment for a payment of $25.00 processed on December 16, 2016. This is the reversal of the second payment. We have investigated the screenshot Ms. [redacted] included with her complaint, and apologize for the confusion as we are displaying the most recent activity relative to the payments that occurred that day. We appreciate Ms. [redacted] sharing her feedback with us. Ms. [redacted] shows a cancelled payment on her bank transactions. The transaction shows cancelled as this was the payment that was reversed. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
July 13, 2016 Re: [redacted]ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding her enrollment in the Haband VIP Plus program. On July 13, 2016, we called Mrs. [redacted] to explain that...
after she made her February 24, 2015 purchase on Haband’s website, she was presented with an opportunity to save $15 off her next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mrs. [redacted] ever obligated to accept this membership offer and her Haband purchase was not contingent upon her accepting the offer. To enroll in this program, Mrs. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page she entered her email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mrs. [redacted] skipped any one of these steps, no membership would have been established. Once enrolled, the customer has the option to cancel their membership at any time with no further obligation. The Haband VIP Plus membership was cancelled on June 20, 2016 and Mrs. [redacted] was fully refunded $241.51. This refund consists of the trial fee of $1.99 and sixteen months of the $14.97 monthly fee. The credit was issued on June 21, 216 to Visa Credit Card in which the payment was originally applied. Thank you for allowing us to assist and explain. Sincerely, Lea [redacted]Haband Customer Service Bluestem Brands, Inc.
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. In Ms. [redacted]’ inquiry, she states that her recent order was shipped to the incorrect address. She wants a new order shipped to her without delay, as the item is needed for the holidays. Upon review of the order, we show Ms. [redacted]’ current address is correct on her account. It is possible that when Ms. [redacted] placed her order, she did not confirm the shipping address on her order. Due to this error, we have shipped a new package to the corrected address on November 24, 2016. When shipping this order, we did not charge for it, as the order was already charged for on the previous order. Tracking results indicate this order was delivered to Ms. [redacted]’ Beckstead Court address on November 29, 2016. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she may need further assistance, or has any questions, she may contact our Customer Service office 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
I am rejecting this response because:I? was not...
notified about paying interest fee every month, I? thought that I? was paying my ordersi need for all my interest rate to be applied to my account. Also was charged a late feee and at that time I? was in the hospital and I? was not able to make that payment on time.it is not fair for a custom to pay 11-17 dollars of interest fee if the customer is paying on time.it would take me months of payment to be able to see a reduced amount in my payments.thank you[redacted]
CONFIDENTIAL COMMUNICATION October 20, 2016 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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account ending in [redacted] issued by WebBank. Mr. [redacted] states his Fingerhut debt was settled with a collection agency over thirty days ago. Mr. [redacted] further states he sent proof to Fingerhut that he had paid off the bill, but Fingerhut is still showing his account as a delinquent online. Mr. [redacted] is requesting for Fingerhut to update the online billing statement to a paid in full status. According to our records, an application for credit with Fingerhut was processed online October 15, 2013. Mr. [redacted] was approved for a Fingerhut FreshStart Installment Loan account with a credit limit of $230.00. One order was placed on May 1, 2014 for a MTX Road Thunder 8" Powered Bass Tube. A payment of $30.00 was processed at the time of the order with a Visa debit card. Additional payments were processed with the Visa debit card and a checking account. The last payment was received on February 6, 2015 for $15.00. As no additional payments were received, Mr. [redacted]’s account charged off on June 5, 2015 with an unpaid balance of $164.86. At this time, Fingerhut ceased collection activity. The account was sold to [redacted] Services on July 29, 2015. Our records indicate, an additional payment was received for $0.40 on September 16, 2016, after the account was sold to [redacted] Services. The payment has been forwarded to [redacted] Services as Fingerhut no longer owns the account. If Mr. [redacted] logs onto Fingerhut.com to view his account, the account information is still visible as Mr. [redacted] has the right to review it. Payments made to the account’s new owner will not be reflected in the balance on Fingerhut.com. According to an account review on October 13, 2016, Equifax, Trans Union and Experian are accurately reporting Mr. [redacted]’s account as Purchased by Another Lender or Transfer/Sold with a zero balance. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Mr. [redacted] has questions regarding what [redacted] may or not be reporting, they can be reached directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
CONFIDENTIAL COMMUNICATION August 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 regarding a WebBank/Fingerhut Advantage Credit Account registered to Mr. [redacted]. Mr. [redacted] states this account was opened without his knowledge or consent, and therefore requests that we release him from the debt and remove the account trade-line from his credit files. Our records indicate that on September 19, 2013 a credit application with Mr. [redacted]’s information was submitted via Fingerhut.com. On the same date, the application was approved for the FreshStart credit program, in which the customer can make a single order on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full with no late payments, the customer will ‘graduate’ by being issued a regular revolving account. The FreshStart account was opened on November 1, 2013 when an order was placed on the account via the Fingerhut website totaling $63.98. The required $30.00 down payment was successfully made at the time of the order using Visa debit card ending ‘[redacted]’ belonging to ‘[redacted]’, and the order was processed and billed as normal. It was shipped to the address provided of [redacted] Port St. Lucie, FL 34986. We received two further payments from the above debit card, which successfully completed the program and a revolving account was issued on December 8, 2013 in Mr. [redacted]’s name. Records further show that between December 11, 2013 and July 12, 2014 a total of 9 orders were placed, all via the website, totaling $709.96. We received a total of 11 payments for these orders using the above debit card and two other MasterCard debit payment methods, all bearing Mr. [redacted]’s name. After the payment received on February 3, 2015, no further payments were received. Due to a remaining, unpaid balance, the account moved to a charge-off status on May 15, 2015 with a balance of $660.84. It was then sold to [redacted], a debt buyer company, on May 29, 2015. Please be advised that unauthorized account registration and activity is a serious matter, and we have certain procedures to assist accordingly. Our Fraud Department reviewed this matter and advised they have already opened an investigation due to correspondence they received from Mr. [redacted]. On August 23, 2016, they sent an unordered merchandise affidavit to his address of [redacted], Port St. Lucie, FL 34953. Further, they received Mr. [redacted]’s police report he filed in 2011 for theft from his vehicle, but because it is unrelated to his fraud claim with us, Mr. [redacted] will need to file a police report relating directly to his Fingerhut account. This is due to their findings that the billing and shipping address on the credit application and where the orders were shipped was in fact associated with Mr. [redacted] at the time the orders were placed. As we understand the urgency of this matter, Mr. [redacted] may fax these documents to ###-###-####, Attn: Fraud. Once the completed affidavit and related police report are received, they will work to finalize the investigation and notify Mr. [redacted] by mail of the outcome, including any adjustment made to his credit files. If Mr. [redacted] decides not to provide this documentation or file a police report, he will remain responsible for this debt and should continue to work directly with the owner of the account, [redacted], at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
2016 ...⇄ Revdex.com of Minnesota �...⇄ [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case #[redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states that she has been attempting to purchase couples rings for herself and her fiancé, and that on multiple occasions she received the incorrect size for her fiancé’s ring. Our records indicate Ms. [redacted] first ordered the Stainless Steel Personalized Spinner Band on May 30, 2016. In our system, the size for the ring is an 8. We reviewed the phone call between Ms. [redacted] and our representative, and can confirm that when the agent asked what size she wanted this ring in, Ms. [redacted] responded with ‘size 8’. The return of that item was received on June 17, 2016. Credit was not initially issued because the item was personalized, and under our return policy, personalized items can only be returned for an exchange. An exception was made to credit this ring by one of our supervisors on August 3, 2016. On June 22, 2016, Ms. [redacted] spoke with a representative and another ring was ordered on Ms. [redacted]’s account, this time in a size 10. Records on the account indicated that during this call Ms. [redacted] told the representative that she had requested a size 10 when she originally placed the order, but the original representative incorrectly placed the order for a size 8. This item was returned on July 21, 2016. On August 3, 2016, a new order was set up for the ring in a size 11, and sent at no charge. We have emailed Ms. [redacted] to find out if she has indeed received the correct size ring, but have not yet heard back from her. If she has not received the correct ring, we would appreciate her emailing us back at [email protected] and letting us know. If Ms. [redacted] has any 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 Tea
I am rejecting this response because:
We saw no such thing about any of it. There was no 30 or 90 day anything.. I want this bill to be removed from our credit as we should not have to pay for defective merchandise. They can remove the train table from our credit score and it will be over.. That is best I am willing to do the patio set was paid for I am not paying for a table the whole side is loose and my son cant even play with
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account.
Mr. [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit report. Mr. [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees.
According to our records, on October 11, 2013, Mr. [redacted] set up 15 electronic payments to process for the monthly minimum amount due from October 13, 2013 to December 13, 2014. These payments were set up without an agent's assistance on the Fingerhut website.
On January 8, 2015 a letter reminding Mr. [redacted] to make a payment was mailed to the address he provided with this complaint.
Letters were also mailed to Mr. [redacted] on January 20, 2015, February 3, 2015 and February 18, 2015 advising him to contact Fingerhut to make a payment.
Mr. [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed.
According to the call log for phone number 817-793-8098 associated with Mr. [redacted]'s account, Fingerhut made numerous attempts to reach Mr. [redacted] between January 19, 2015 and February 25, 2015 but we were unsuccessful in speaking with Mr. [redacted].
On February 26, 2015, Mr. [redacted] made a payment for $74.97 on the Fingerhut.com website which brought his account current. Unfortunately, his account was reported as thirty days late to the credit bureaus on February 17, 2015 because no payment had been received since December 13, 2014.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. 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.
As a courtesy, a $37.00 late fee charged to Mr. [redacted] on February 13, 2015 was credited to his account. This credit will be visible on his June 17, 2015 statement.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept these terms, because I feel like the biggest problem was not addressed. Yes I set up automatic payments for my account to be deducted for actually over a year. The major problem is that I was not sent out any notification that my automatic payment expired. If I would have been informed of this, I would have renewed it, thus causing me not fall behind on my payment. My account has always been paid automatically. I would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset with. I have been a loyal customer who has ALWAYS made my payments on time. Until that is, my automatic payments expired. Automatic payments should not expire unless the customer has a change in account information or just volunteer to stop the payments. If I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustments. Furthermore, I did not receive any messages from fingerhut concerning my bill. I did receive numerous phone calls about my credit limit being increased. As a business, you have an obligation to make sure that your customers are informed about expiring automatic payments. If you would like your customers to stay in good standing. By not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying items. I am so disappointed that the main issue was not addressed. What do you do to remind customers that their automatic payments expire? The $37 dollar credit was not a satisfactory settlement. This has cost me thousands with my credit cards and over a hundred points with my credit score. I am wondering how many other people this as effected in the same way.
Final Business Response /* (4000, 9, 2015/06/29) */
CONFIDENTIAL COMMUNICATION
June 25, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are responding to a second inquiry received from your office regarding Mr. [redacted]'s WebBank/Fingerhut credit account.
In Mr. [redacted]'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired.
Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr. [redacted].
Letters
o Five letters mailed between January 8, 2015 and February 28, 2015.
Monthly Statements
o Sent electronically until December 17, 2014.
o Mailed on January 17, 2015 and February 17, 2015.
o Sent electronically on March 17, 2015 to current.
Phone calls
o Contact was attempted on January 15, 2015 and January 16, 2015.
o Forty seven outbound calls were attempted between January 19, 2015 and February 25, 2015.
Please note that Mr. [redacted] had access to review his account online as well.
Fingerhut's goal is to provide professional customer service in all interactions. We apologize if we have fallen short of Mr. [redacted]'s expectations.
Sincerely,
[redacted]
Executive Care Team
KD/sjj
CONFIDENTIAL COMMUNICATION March 17, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [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]’ complaint she states in October 2016 she made a payment onto her account, and an issue within our system showed the payment made, but the payment was not processed. Ms. [redacted] has been reported to the credit bureau for a late payment due to this. Ms. [redacted] is requesting an adjustment to her account with the credit bureau fixed, so the late payment does not show. After reviewing Ms. [redacted]’ account, we show the payment of $17.99 made on September 3, 2017 was done online by Ms. [redacted] using her account ending in 3350. When a payment is made, it will be posted to the WebBank/Fingerhut Credit account that day. When we presented the payment to Ms. [redacted]’ bank to receive funds from them, they were unable to locate an account with the information provided by Ms. [redacted]. This is why the payment was rejected and reversed on Ms. [redacted]’ WebBank/Fingerhut account. This is why when Ms. [redacted] provided a bank statement to us, there was no charge of $17.99 visible. Ms. [redacted] contacted us on October 26, 2017 requesting to have the late fee removed, and we removed the $17.99 late fee as a one-time courtesy to Ms. [redacted]. However, we will not be fixing Ms. [redacted]’s credit bureau records, as the payment made, and information provided for the payment was completed by Ms. [redacted] on Fingerhut’s website. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case # [redacted] Dear Ms. [redacted], We are writing in response to the inquiry we received from your office on behalf of...
Ms. [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists. As of November 15, 2016, we have removed Ms. [redacted] from all our Family of Brands mailing and rental lists. Please be advised the catalogs are preprinted three months in advance, please allow 8 to 12 weeks for them to discontinue. If Ms. [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####. Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time. Thank you for allowing us to explain. Sincerely, Denise [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION January 26, 2017 ...⇄ 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he was never informed the first two digits of his house number was omitted in any correspondence from Fingerhut. Mr. [redacted] also addresses he is unable to file a police report for the merchandise he did not receive. As we have stated in the letter dated January 17, 2017 the laptop/tablet was delivered on October 18, 2016, and all other items were delivered on October 25, 2016 to [redacted] Palmdale, CA 93552. Mr. [redacted] did receive an email response from us in which the first two digits of Mr. [redacted]’s house number were omitted in error from the delivery address. The order itself had the correct house number, it was only the email in which it was referenced incorrectly. We understand that on occasion a police report may not be filed by a police department, and that is why we ask for the precinct telephone number, the name of the officer that is spoken with and the badge number of that individual. That is still the information that is required by us to conduct an investigation. On January 17, 2017 an agent contacted the agency, but was unable to speak to an officer based on the information provided. As we understand the severity and urgency of this situation, Mr. [redacted] may call us to provide the officer’s name and badge number at ###-###-####. He may leave the information in a voicemail if needed. Alternatively, he can email the information to us by vising www.fingerhut.com/customerservice. Once we receive the requested information we will investigate this matter further. Until we receive the requested information from Mr. [redacted], he will continue to be billed for the merchandise. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
Initial Business Response /* (1000, 6, 2015/08/07) */
CONFIDENTIAL COMMUNICATION
August 7, 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 that we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted] account indicates an enrollment in an insurance plan offered by one of our affiliated companies, Affinion Benefits Group. It is an accidental death and dismemberment policy which is underwritten by Hartford Life and Accident Insurance Company.
We obtained her policy proof of enrollment(s) from Affinion, which explained the charges for the insurance premium(s) would be billed quarterly to her WebBank/Fingerhut Advantage Credit Account. The proof of enrollment is dated April 3, 2013. We are sending a copy of the proof of enrollment directly to Ms. [redacted] at the address we have on file. Affinion also advised us the insurance policy was cancelled per Ms. [redacted] request on May 1, 2015.
The last time Ms. [redacted] was charged for the insurance policy was on February 4, 2015. Ms. [redacted] billing statement is sent each month on the 11th. If the minimum payment is not received by the due date specified a late fee may be assessed as stated in the terms and conditions she agreed to at the time the account was opened. As a courtesy two late fees were removed on April 4, 2015 and April 21, 2015 for a total of $23.97. We have also credited interest charges in the amount of $7.52. The remaining balance on her account as of the date of this letter is $71.15. No further charges will be billed to her account for the insurance. It is important to make on time payments to avoid late fees in the future.
We appreciate Ms. [redacted] patience while we researched her account.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION
March 14, 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 recent payment activity and the balance on her WebBank/Fingerhut Advantage Credit Account.
We appreciate Ms. [redacted] letting us know she never received billing statements from us. As required by law, account holders carrying a balance with us are sent a monthly statement showing all required and pertinent information for a given billing cycle. They have the option to choose one of two statement delivery methods--a paper one sent regular mail or an electronic one sent to the email on file.
Our records confirm that Ms. [redacted] opted to receive her statements electronically at the email address ar[redacted]@outlook.com. It is possible our statements could have been routed to a 'spam' folder or other folder depending on Ms. [redacted]'s personal email settings and preferences. However, it is Ms. [redacted]'s responsibility to check for receipt of these statements.
Our records also indicate that whenever a payment was missed on Ms. [redacted]'s account, she received payment reminder calls from our Billing/Recovery Department. In many instances, she declined the offer to make a payment arrangement and indicated she would pay at a later time. However, Ms. [redacted]'s account would frequently go unpaid despite our reminders and efforts to help bring it current. For each missed payment, a late fee was assessed, and this was the primary reason Ms. [redacted]'s balance increased over time.
Ms. [redacted]'s account is paid current as of the date of this response, due to the $93.98 payment we received on March 2, 2016. The next payment due on her account will be on April 27, 2016 for $46.99.
As a goodwill gesture to Ms. [redacted], we have credited the most recent late fee of $37.00. It has already been applied to her account and will reflect on her next statement for her records. Allowing for this credit, Ms. [redacted]'s balance is correct and no further adjustments will be made. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Business Response /* (1000, 5, 2015/07/08) */
CONFIDENTIAL COMMUNICATION
July 7, 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].
Our Marketing Department does extensive research to determine which potential customers would be interested in ordering from Fingerhut, and as a result of this process, Mr. [redacted] was identified as a potential customer.
To comply with Mr. [redacted]'s request, we have now added him to the 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.
Allowing for this timeframe, 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
I am rejecting this response because:The computer is of very poor quality. It has numerous performance issues after a very short period of time. I would like fingerhut to at least credit my account for a portion of the price of the merchandise. I am a single women living on a fixed income and would be grateful for anything they can do.
CONFIDENTIAL COMMUNICATION June 3, 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 Advantage credit account purchase from January 6, 2016 for an iSwag Xtreme 1080P Digital Camera/Camcorder. Ms. [redacted] states she was unable to get the camera to work properly and requested to return it to us, but was denied as the return timeframe had passed. Ms. [redacted] then contacted the manufacturer for assistance; they agreed it could be sent to them, but at Ms. [redacted]’ expense. She disagreed that she should have to pay for this shipping, and wants us to resolve this issue by accepting the return and removing the cost of the camera from her account balance. Our records indicate that on May 10, 2016 Ms. [redacted] first notified us via phone of her request to return the camera. The phone representative correctly advised it could no longer be returned as the 90-day timeframe allowed by our return policy had already passed, and to contact the manufacturer for assistance. On May 25, 2016, a representative from our Executive Care Department called Ms. [redacted]’ in response to the voicemail message she left. Ms. [redacted] stated she contacted the manufacturer, eventually received approval to send the camera back to them, but would have to pay the shipping cost. She respectfully disagreed with this requirement, and the representative advised they would contact the vendor/manufacturer on Ms. [redacted]’ behalf to facilitate this process. On June 1, 2016, the representative called Ms. [redacted] to follow up on this matter. Ms. [redacted] was advised that the manufacturer agreed to issue a refund to her once they received the camera, although our company would oversee the return process. On the same date, the representative sent a prepaid return label to Ms. [redacted]’ email on file of [redacted][email protected], and Ms. [redacted] indicated she would promptly send it back to us. Once received, we will issue an account credit for the camera’s full purchase price, including shipping/handling, of $124.98. Ms. [redacted] should allow up to 15 days from the date she sends it for this process to be completed and the credit applied to her account. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION April 14, 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 her son’s WebBank/Fingerhut Advantage Credit Account. In order for us to discuss pertinent account information with Ms. [redacted] we are requesting a copy of the Power of Attorney. To expedite, Ms. [redacted] may fax the P.O.A. to ###-###-#### Attn: Becky or by regular mail to [redacted] St. Cloud, MN 56303. Due to no Power of Attorney being on file we are sending a response directly to the account holder. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because:
I have already spoken with Virgin mobile. They agree that the unused, unactivated phone returned with receipt from US Post Office dated 2.24.2016 was in same condition as sold to me.I intend to sue in small claims court, if not instructed to return the phone which is not being used to Fingerhut.The damages to my credit will be penalized.The further harassing phone calls from Collections at Fingerhut will be penalized and the amount of the phone will be doubled to $400.[redacted]
CONFIDENTIAL COMMUNICATION January 25, 2017 ...⇄ 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. In Ms. [redacted]’s inquiry, she is stating that she does not see the $25.00 credited to her account. Ms. [redacted] is showing a cancelled payment of $25.00. We have checked Ms. [redacted]’s account further and can confirm that on the second page of her monthly statements, the payments processed and the credit given for the duplicated payment are appearing. On Ms. [redacted]’s December 2016 statement, on page two, it shows both of the $25.00 payments, both made on December 2, 2016. On page two of Ms. [redacted]’s January 2017 statement it also shows an adjustment for a payment of $25.00 processed on December 16, 2016. This is the reversal of the second payment. We have investigated the screenshot Ms. [redacted] included with her complaint, and apologize for the confusion as we are displaying the most recent activity relative to the payments that occurred that day. We appreciate Ms. [redacted] sharing her feedback with us. Ms. [redacted] shows a cancelled payment on her bank transactions. The transaction shows cancelled as this was the payment that was reversed. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
July 13, 2016 Re: [redacted]ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding her enrollment in the Haband VIP Plus program. On July 13, 2016, we called Mrs. [redacted] to explain that...
after she made her February 24, 2015 purchase on Haband’s website, she was presented with an opportunity to save $15 off her next Haband purchase, simply for trying a membership in our Haband VIP plus program. At no time was Mrs. [redacted] ever obligated to accept this membership offer and her Haband purchase was not contingent upon her accepting the offer. To enroll in this program, Mrs. [redacted] clicked on the offer and was taken to a web page that fully described the terms, benefits, and costs of Haband VIP Plus. On this page she entered her email address, zip code and the “Join Now” button, activating a membership in Haband VIP Plus. Had Mrs. [redacted] skipped any one of these steps, no membership would have been established. Once enrolled, the customer has the option to cancel their membership at any time with no further obligation. The Haband VIP Plus membership was cancelled on June 20, 2016 and Mrs. [redacted] was fully refunded $241.51. This refund consists of the trial fee of $1.99 and sixteen months of the $14.97 monthly fee. The credit was issued on June 21, 216 to Visa Credit Card in which the payment was originally applied. Thank you for allowing us to assist and explain. Sincerely, Lea [redacted]Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION December 6,...
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. In Ms. [redacted]’ inquiry, she states that her recent order was shipped to the incorrect address. She wants a new order shipped to her without delay, as the item is needed for the holidays. Upon review of the order, we show Ms. [redacted]’ current address is correct on her account. It is possible that when Ms. [redacted] placed her order, she did not confirm the shipping address on her order. Due to this error, we have shipped a new package to the corrected address on November 24, 2016. When shipping this order, we did not charge for it, as the order was already charged for on the previous order. Tracking results indicate this order was delivered to Ms. [redacted]’ Beckstead Court address on November 29, 2016. We apologize for any inconvenience this may have caused to Ms. [redacted]. If she may need further assistance, or has any questions, she may contact our Customer Service office 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
I am rejecting this response because:I? was not...
notified about paying interest fee every month, I? thought that I? was paying my ordersi need for all my interest rate to be applied to my account. Also was charged a late feee and at that time I? was in the hospital and I? was not able to make that payment on time.it is not fair for a custom to pay 11-17 dollars of interest fee if the customer is paying on time.it would take me months of payment to be able to see a reduced amount in my payments.thank you[redacted]
CONFIDENTIAL COMMUNICATION October 20, 2016 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 Mr. [redacted] regarding his Fingerhut FreshStart Installment Loan account ending in [redacted] issued by WebBank. Mr. [redacted] states his Fingerhut debt was settled with a collection agency over thirty days ago. Mr. [redacted] further states he sent proof to Fingerhut that he had paid off the bill, but Fingerhut is still showing his account as a delinquent online. Mr. [redacted] is requesting for Fingerhut to update the online billing statement to a paid in full status. According to our records, an application for credit with Fingerhut was processed online October 15, 2013. Mr. [redacted] was approved for a Fingerhut FreshStart Installment Loan account with a credit limit of $230.00. One order was placed on May 1, 2014 for a MTX Road Thunder 8" Powered Bass Tube. A payment of $30.00 was processed at the time of the order with a Visa debit card. Additional payments were processed with the Visa debit card and a checking account. The last payment was received on February 6, 2015 for $15.00. As no additional payments were received, Mr. [redacted]’s account charged off on June 5, 2015 with an unpaid balance of $164.86. At this time, Fingerhut ceased collection activity. The account was sold to [redacted] Services on July 29, 2015. Our records indicate, an additional payment was received for $0.40 on September 16, 2016, after the account was sold to [redacted] Services. The payment has been forwarded to [redacted] Services as Fingerhut no longer owns the account. If Mr. [redacted] logs onto Fingerhut.com to view his account, the account information is still visible as Mr. [redacted] has the right to review it. Payments made to the account’s new owner will not be reflected in the balance on Fingerhut.com. According to an account review on October 13, 2016, Equifax, Trans Union and Experian are accurately reporting Mr. [redacted]’s account as Purchased by Another Lender or Transfer/Sold with a zero balance. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well. If Mr. [redacted] has questions regarding what [redacted] may or not be reporting, they can be reached directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
CONFIDENTIAL COMMUNICATION August 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 regarding a WebBank/Fingerhut Advantage Credit Account registered to Mr. [redacted]. Mr. [redacted] states this account was opened without his knowledge or consent, and therefore requests that we release him from the debt and remove the account trade-line from his credit files. Our records indicate that on September 19, 2013 a credit application with Mr. [redacted]’s information was submitted via Fingerhut.com. On the same date, the application was approved for the FreshStart credit program, in which the customer can make a single order on a closed-ended loan with a required $30.00 down payment. Once the order is paid in full with no late payments, the customer will ‘graduate’ by being issued a regular revolving account. The FreshStart account was opened on November 1, 2013 when an order was placed on the account via the Fingerhut website totaling $63.98. The required $30.00 down payment was successfully made at the time of the order using Visa debit card ending ‘[redacted]’ belonging to ‘[redacted]’, and the order was processed and billed as normal. It was shipped to the address provided of [redacted] Port St. Lucie, FL 34986. We received two further payments from the above debit card, which successfully completed the program and a revolving account was issued on December 8, 2013 in Mr. [redacted]’s name. Records further show that between December 11, 2013 and July 12, 2014 a total of 9 orders were placed, all via the website, totaling $709.96. We received a total of 11 payments for these orders using the above debit card and two other MasterCard debit payment methods, all bearing Mr. [redacted]’s name. After the payment received on February 3, 2015, no further payments were received. Due to a remaining, unpaid balance, the account moved to a charge-off status on May 15, 2015 with a balance of $660.84. It was then sold to [redacted], a debt buyer company, on May 29, 2015. Please be advised that unauthorized account registration and activity is a serious matter, and we have certain procedures to assist accordingly. Our Fraud Department reviewed this matter and advised they have already opened an investigation due to correspondence they received from Mr. [redacted]. On August 23, 2016, they sent an unordered merchandise affidavit to his address of [redacted], Port St. Lucie, FL 34953. Further, they received Mr. [redacted]’s police report he filed in 2011 for theft from his vehicle, but because it is unrelated to his fraud claim with us, Mr. [redacted] will need to file a police report relating directly to his Fingerhut account. This is due to their findings that the billing and shipping address on the credit application and where the orders were shipped was in fact associated with Mr. [redacted] at the time the orders were placed. As we understand the urgency of this matter, Mr. [redacted] may fax these documents to ###-###-####, Attn: Fraud. Once the completed affidavit and related police report are received, they will work to finalize the investigation and notify Mr. [redacted] by mail of the outcome, including any adjustment made to his credit files. If Mr. [redacted] decides not to provide this documentation or file a police report, he will remain responsible for this debt and should continue to work directly with the owner of the account, [redacted], at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 24,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ [redacted] 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 [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states that she has been attempting to purchase couples rings for herself and her fiancé, and that on multiple occasions she received the incorrect size for her fiancé’s ring. Our records indicate Ms. [redacted] first ordered the Stainless Steel Personalized Spinner Band on May 30, 2016. In our system, the size for the ring is an 8. We reviewed the phone call between Ms. [redacted] and our representative, and can confirm that when the agent asked what size she wanted this ring in, Ms. [redacted] responded with ‘size 8’. The return of that item was received on June 17, 2016. Credit was not initially issued because the item was personalized, and under our return policy, personalized items can only be returned for an exchange. An exception was made to credit this ring by one of our supervisors on August 3, 2016. On June 22, 2016, Ms. [redacted] spoke with a representative and another ring was ordered on Ms. [redacted]’s account, this time in a size 10. Records on the account indicated that during this call Ms. [redacted] told the representative that she had requested a size 10 when she originally placed the order, but the original representative incorrectly placed the order for a size 8. This item was returned on July 21, 2016. On August 3, 2016, a new order was set up for the ring in a size 11, and sent at no charge. We have emailed Ms. [redacted] to find out if she has indeed received the correct size ring, but have not yet heard back from her. If she has not received the correct ring, we would appreciate her emailing us back at [email protected] and letting us know. If Ms. [redacted] has any 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 Tea
[redacted]Corresponding document attached. (fingerhut_2.PDF)
I am rejecting this response because:
We saw no such thing about any of it. There was no 30 or 90 day anything.. I want this bill to be removed from our credit as we should not have to pay for defective merchandise. They can remove the train table from our credit score and it will be over.. That is best I am willing to do the patio set was paid for I am not paying for a table the whole side is loose and my son cant even play with
Initial Business Response /* (1000, 5, 2015/06/18) */
CONFIDENTIAL COMMUNICATION
June 17, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding his WebBank/Fingerhut Credit Account.
Mr. [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit report. Mr. [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees.
According to our records, on October 11, 2013, Mr. [redacted] set up 15 electronic payments to process for the monthly minimum amount due from October 13, 2013 to December 13, 2014. These payments were set up without an agent's assistance on the Fingerhut website.
On January 8, 2015 a letter reminding Mr. [redacted] to make a payment was mailed to the address he provided with this complaint.
Letters were also mailed to Mr. [redacted] on January 20, 2015, February 3, 2015 and February 18, 2015 advising him to contact Fingerhut to make a payment.
Mr. [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed.
According to the call log for phone number 817-793-8098 associated with Mr. [redacted]'s account, Fingerhut made numerous attempts to reach Mr. [redacted] between January 19, 2015 and February 25, 2015 but we were unsuccessful in speaking with Mr. [redacted].
On February 26, 2015, Mr. [redacted] made a payment for $74.97 on the Fingerhut.com website which brought his account current. Unfortunately, his account was reported as thirty days late to the credit bureaus on February 17, 2015 because no payment had been received since December 13, 2014.
We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. 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.
As a courtesy, a $37.00 late fee charged to Mr. [redacted] on February 13, 2015 was credited to his account. This credit will be visible on his June 17, 2015 statement.
Thank you for the opportunity to explain.
Sincerely,
[redacted]
Executive Care Team
KD/lg
Initial Consumer Rebuttal /* (3000, 7, 2015/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept these terms, because I feel like the biggest problem was not addressed. Yes I set up automatic payments for my account to be deducted for actually over a year. The major problem is that I was not sent out any notification that my automatic payment expired. If I would have been informed of this, I would have renewed it, thus causing me not fall behind on my payment. My account has always been paid automatically. I would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset with. I have been a loyal customer who has ALWAYS made my payments on time. Until that is, my automatic payments expired. Automatic payments should not expire unless the customer has a change in account information or just volunteer to stop the payments. If I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustments. Furthermore, I did not receive any messages from fingerhut concerning my bill. I did receive numerous phone calls about my credit limit being increased. As a business, you have an obligation to make sure that your customers are informed about expiring automatic payments. If you would like your customers to stay in good standing. By not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying items. I am so disappointed that the main issue was not addressed. What do you do to remind customers that their automatic payments expire? The $37 dollar credit was not a satisfactory settlement. This has cost me thousands with my credit cards and over a hundred points with my credit score. I am wondering how many other people this as effected in the same way.
Final Business Response /* (4000, 9, 2015/06/29) */
CONFIDENTIAL COMMUNICATION
June 25, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Mr. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are responding to a second inquiry received from your office regarding Mr. [redacted]'s WebBank/Fingerhut credit account.
In Mr. [redacted]'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired.
Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr. [redacted].
Letters
o Five letters mailed between January 8, 2015 and February 28, 2015.
Monthly Statements
o Sent electronically until December 17, 2014.
o Mailed on January 17, 2015 and February 17, 2015.
o Sent electronically on March 17, 2015 to current.
Phone calls
o Contact was attempted on January 15, 2015 and January 16, 2015.
o Forty seven outbound calls were attempted between January 19, 2015 and February 25, 2015.
Please note that Mr. [redacted] had access to review his account online as well.
Fingerhut's goal is to provide professional customer service in all interactions. We apologize if we have fallen short of Mr. [redacted]'s expectations.
Sincerely,
[redacted]
Executive Care Team
KD/sjj
CONFIDENTIAL COMMUNICATION March 17, 2017 Better Business...
Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [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]’ complaint she states in October 2016 she made a payment onto her account, and an issue within our system showed the payment made, but the payment was not processed. Ms. [redacted] has been reported to the credit bureau for a late payment due to this. Ms. [redacted] is requesting an adjustment to her account with the credit bureau fixed, so the late payment does not show. After reviewing Ms. [redacted]’ account, we show the payment of $17.99 made on September 3, 2017 was done online by Ms. [redacted] using her account ending in 3350. When a payment is made, it will be posted to the WebBank/Fingerhut Credit account that day. When we presented the payment to Ms. [redacted]’ bank to receive funds from them, they were unable to locate an account with the information provided by Ms. [redacted]. This is why the payment was rejected and reversed on Ms. [redacted]’ WebBank/Fingerhut account. This is why when Ms. [redacted] provided a bank statement to us, there was no charge of $17.99 visible. Ms. [redacted] contacted us on October 26, 2017 requesting to have the late fee removed, and we removed the $17.99 late fee as a one-time courtesy to Ms. [redacted]. However, we will not be fixing Ms. [redacted]’s credit bureau records, as the payment made, and information provided for the payment was completed by Ms. [redacted] on Fingerhut’s website. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH