...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’ concerns regarding the time frame for our express shipping. Our records indicate Mr. [redacted] placed an order on May 11, 2016 for the Men’s Reebok Trailgrip Running Shoes in Brown size 11. Mr. [redacted]’ order shipped on May 12, 2016 and per the tracking information from the UPS website the order was delivered on May 16, 2016. Express delivery means the order will ship within 1 business day and delivered within 2 business days from the time it leaves our warehouse. Business days do not include weekends or holidays. The timeframe for express delivery is listed on our website. Based on the shipping and tracking information the requirements for express delivery were met and within the time frames stated. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2016/02/11) */
CONFIDENTIAL COMMUNICATION
February 10, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she purchased a Badger Basket Company Majesty Bassinet - White on April 19, 2015 via the web.
Ms. [redacted] contacted us on May 3, 2015 and informed the representative she spoke with that she was returning the bassinet because it had a sharp edge. We received the return on May 11, 2015, however a reason was not indicated on the return form and, as a result, credit was issued for the price of the bassinet minus a return shipping fee and the original shipping and handling charges.
Our return policy is located in our catalogs and on our website and is as follows:
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. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on December 4, 2015 with a balance of $139.26 and then sold to Jefferson Capital on December 30, 2015.
Due to extenuating circumstances related to this purchase, we will be purchasing the account back from Jefferson Capital and closing it. Additionally, we will request that this be removed from Ms. [redacted]'s credit bureau report and advise that this may take up to 60 days to process. A letter will be sent to her address once this has been completed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 6, 2016/02/11) */
Initial Business Response /* (1000, 5, 2016/01/29) */
CONFIDENTIAL COMMUNICATION
January 29, 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]'s account regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that we have refunded a total of $90.00 on Ms. [redacted]'s account. A credit of $30.00 was issued directly to the method of payment used for the down payment on December 30, 2015. A refund check of $60.00 was sent to her on January 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked, and yes the $60.00 was received. thank you! but the $30 that you said was refunded to the method of payment(mastercard ending in [redacted]) was not refunded. I triple checked the transaction history for the last three months and there was no sign of it. it would have been alot easier if it had been sent in a check. attached is a log from that debit card and all its transactionm history. *note on the purchase that was made but not refunded log date *12/29/15 Debit: Signature purchase from 03-[redacted] FINGERHUT FRESHSTART 800-[redacted] MN [redacted] 03-[redacted]Direct Marketing - $30.00
Final Business Response /* (4000, 17, 2016/02/29) */
CONFIDENTIAL COMMUNICATION
February 29, 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.
On November 24, 2015, a payment of $30.00 was made to Ms. [redacted]'s account using a credit card ending 1990. Due to the dispute regarding this payment, the credit card company took back the funds (also known as a chargeback) on February 18, 2016. On December 28, 2015, a $30.00 payment was made with a credit card ending [redacted]. We received an additional chargeback from the credit card company on February 19, 2016. On December 30, 2015, a $30.00 payment was made using a bank account ending 6988. This payment was unsuccessful as the bank account was closed.
As mentioned, a refund check of $60.00 was issued to Ms. [redacted] on January 13, 2016, as the two credit cards payments posted to the account, but were charged back at a later date. Therefore, there is now a balance on the account of $61.73 due by March 20, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Final Consumer Response /* (2000, 19, 2016/03/10) */
CONFIDENTIAL COMMUNICATION January 4, 2017 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted]’ regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’ inquiry he states he has been unable to get his billing issue resolved with Fingerhut. Mr. [redacted] also states he has made roughly $60.00 in payments towards his balance due. After reviewing Mr. [redacted]’ account, his first purchase was on August 31, 2016 in the amount of $129.48. On September 27, 2016, Mr. [redacted] made a second purchase of $222.98 of which he returned on October 17, 2016. Mr. [redacted] received credits of $202.04, $7.95, and $12.99 for the item, original shipping and return shipping. Payments have been received in the amounts of $29.48 on September 27, 2016 and $30.00 on October 27, 2016. When Mr. [redacted]’ November statement was sent he owed a minimum payment of $8.99, as his balance was $98.35. This payment was due on December 7, 2016. When payment was not received, Mr. [redacted] received a late fee of $8.99. As a courtesy, this late fee of $8.99 was refunded to Mr. [redacted]’ account. Mr. [redacted]’ current balance is $79.10 and the minimum due to bring the account current is $17.98 which is due by January 7, 2017 to avoid any further late fees. We apologize for any inconvenience this may have been caused to Mr. [redacted]. If he 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
2016 ...⇄ Revdex.com of Minnesota �...⇄ # 3[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 inquiry, he states an order was placed needing a down payment of $30.00. Mr. [redacted], cancelled the order, and requested the $30.00 not be taken out of his account. A representative stated the order was cancelled and he would not be charged. The $30.00 was still taken, causing overdraft fees onto Mr. [redacted]’s personal account. Mr. [redacted] is requesting the $30.00 back and that he be compensated for the late fees charged. After reviewing Mr. [redacted]’s account, we show that while the order was canceled, the scheduled down payment was not, and the $30.00 down payment was still taken. We have refunded this to Mr. [redacted] on December 15, 2016. The down payment was still taken, because future scheduled down payments are not cancelled when the order is cancelled within our system. These need to be requested for cancelation separately, by our representatives. We apologize that did not happen in this instance. We are willing to reimburse late fee charges Mr. [redacted] received due to the down payment being taken from the account, as the correct procedure was not followed, when cancelling the order. We are requesting Mr. [redacted] fax us a copy of the bank statement that reflects the debit of the $30.00 down-payment and the corresponding overdraft fee to ###-###-#### ATTN: Executive Care Team – Becky. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may need further assistance, we recommend he contact our Customer Service office at ###-###-#### between the hours of 8:00 a.m. and 8:00 p.m., Monday – Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Initial Business Response /* (1000, 5, 2015/10/12) */
With the information provided by Mrs. [redacted] we were able to verify that the return was completed and I have applied credit to her account in the amount of $91.49. I have also processed a refund check in the amount of $29.63 which is being...
mailed to her and she should receive within 7-10 days. I have left a voicemail message for Mrs. [redacted] with this information as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate an order was placed on our website on January 27, 2016 for a CyberPowerPC Gamer Ultra GUAS20 8GB Windows 10 Gaming Desktop Computer. The tracking information indicates the item was delivered on February 4, 2016. On March 8, 2016 Mr. [redacted] contacted us and indicated he wanted to return the computer. Our return policy is listed on our website and in our catalogs and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. On March 15, 2016 a postage paid label was sent to Mr. [redacted] to return the damaged computer as a courtesy. The return of the computer was received on April 18, 2016. We have issued credit for the return as a courtesy totaling $767.73. Mr. [redacted] will see the credit reflected on his statement within 1-2 billing cycles. On February 13, 2016 Mr. [redacted]’s monthly statement was sent electronically and reflected a minimum payment of $46.99 due by March 9, 2016, however, no payment was received. A late fee of $37.00 was assessed per the terms and conditions Mr. [redacted] agreed to at the time he opened the account. When an account is past due electronic statements are suspended and paper statements are mailed to the address we have on file. Once the account is current electronic statements will resume. On March 13, 2016, Mr. [redacted]’s monthly statement reflected a minimum payment due of $106.98 ($46.99 due for March and $59.99 due for April) by April 9, 2016. No payment was received and another late fee was assessed in the amount of $37.00. While we understand Mr. [redacted] decided to return the item, he was still responsible to make the minimum monthly payment on his account until the return was received and processed. The balance remaining on Mr. [redacted]’s account is $107.53. As Mr. [redacted] remained obligated to make at least the minimum amount due, and because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
7/26/16 Revdex.com of Minnesota 220 S River Ridge Circle Burnsville, MN 55337 RE: [redacted] Case: [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted]...
[redacted] regarding his wife’s Sahalie VIP Plus account. In the interest of customer confidentiality, we will send a response directly to the customer. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION October 18, 2017 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Mr. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] references higher than normal interest rates associated with the account, and requests an interest rate decrease in this regard. Based on the information provided, we are unable to locate an account for Ms. [redacted]. We request any of the following in order to locate it: the 10-digit cr, possible alternate spellings for the name it is registered to, or an alternate address, phone number, or email on file for the account. For immediate assistance, Ms. [redacted] is advised to contact our Customer Service Department at ###-###-####, 8 a.m. – 8 p.m., Monday – Friday Central Time. 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he received the Air Fryer in a damaged package. When Mr. [redacted] attempted to use the item he heard a clicking noise coming from the fan. When he contacted us to resolve the issue he was advised no returns or exchanges would be allowed. Mr. [redacted] is requesting an exchange of the Air Fryer or credit to his account so he may purchase the item elsewhere. Our records indicate Mr. [redacted] placed the order for the Air Fryer on September 25, 2016 and per the UPS tracking information the package was delivered on September 29, 2016 at 3:17 PM. We have no record of Mr. [redacted] contacting us to advise he received the item damaged until he contacted us via chat on November 29, 2016. Please understand, it is important to contact us as soon as possible to report any concerns regarding damaged or defective products. Since the item Mr. [redacted] received damaged falls within our 90 day return policy timeframe, we will allow Mr. [redacted] to return the item for an exchange or credit. Mr. [redacted] may use the return label he received with the item or he may print a return label directly from our website at www.fingerhut.com. We are requesting Mr. [redacted] to return the item as soon as possible and to indicate if he would like credit for the item or an exchange. Please allow up to 10 days for us to receive and process the return and a prompt credit or exchange will be completed. If Mr. [redacted] has further questions he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION January 12, 2017 Revdex.com of Minnesota...
...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of [redacted], regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’ complaint she states that she placed an order on December 16, 2016 for an order that was guaranteed to be delivered by Christmas, and that she did not arrive one of the items in time. She states that she has an email from us explaining in stock items that were purchased by December 20, 2016 would be guaranteed for Christmas delivery. Ms. [redacted] also states that she requested a supervisor on two occasions and was unable to speak with one. Our records indicate Ms. [redacted] did place an order on December 16, 2016, for five items, which should have shipped in four different packages. One of the items Ms. [redacted] ordered was a Men’s Shaving Kit. This item was scheduled to ship via UPS and had a label and tracking number created for it on December 19, 2016. For a reason unknown to us, it does not appear as though the item was actually transported by UPS for delivery. We have issued credit for that item in the amount of $49.99 as of January 13, 2017. Ms. [redacted] is correct that our Guaranteed Christmas Delivery promise was that in stock warehoused items, which were ordered before Noon CT on December 20, 2016 with standard shipping were guaranteed by us to be delivered by December 25, 2017. We sincerely apologize that this item was not delivered to Ms. [redacted] by December 25, 2017. We are mailing Ms. [redacted], under separate cover, a promotion code for $20.00 off her next Gettington.com order. If Ms. [redacted] has additional questions, she may contact us at Gettington.com/customerservice or at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
I am rejecting this response because: In reference to complaint #[redacted] I have checked on the Fingerhut site on "MY ACCOUNT" page the balance now presently listed is $2994.59 from the previously listed amount of $3031.00. I am sorry but it also stated a small amount of change listed in the $3031.00 balance but I cannot list it, I do not exactly remember what it was and I am not going to falsify an amount. But as far as the large dollar amount it was definitely $3031.00. I did call Fingerhut after receiving a letter from the Billing Department at 1-866-836-8987 and spoke to a rep. as was requested in the letter dated July 19,2016 in reference to this situation. I was told by the rep. that 2 fees would be removed from my acct. within 1 to 2 business cycles. At this present time, checking my acct. on the Fingerhut site they have already deducted a dollar amount. The exact balance amount to date is now $2994.59. As it stands presently, it does seem to me that anywhere between $ 36.00 and $37.00 dollars has been deducted. According to the conversation with the rep. and the amt. listed in the Revdex.com email message $37.00 and also $27.00 dollars was to be deducted. As per my original email to the Revdex.com I did list (in reference to my conversation with the rep also at Fingerhut my payments for 3 months would be $151.02 July, August, and Sept. 2016) what my payments would be, $151.02 and if rounded off to the nearest dollar $152.00 on no later than the 3rd of each month in which I have submitted July 1, 2016 the first payment of $152.00. I will follow with another paymt. of the same amt. by Aug. 3, 2016. I expect to go back to normal paymt. dates and normal monthly paymts. as of Oct. 2016, with a due date of Oct. 18th each month. I am truly hoping that since Fingerhut began deducting, they will begin to stick to their part and continue to deduct the exact amt. as stated. As of right now I don't agree with the amt. because it doesn't add up to the exact amts. listed in the email or phone conversation. The email did not list the promise of the 3 month payment plan originally approved to me in June by the rep. It was only mentioned in the latest phone conversation after receiving the letter to call the billing dept. I feel a certain amt. of distrust because of the extreme changes I experienced with several (5) reps. at Fingerhut that I originally tried to settle this situation with, and I ended up having to take this to an extreme level which to me should not have had to happen. So I feel that my lack of trust for this company is justified. As I mentioned I will follow up and continue to pay my bill down and all I want is for Fingerhut to do their part. I have been an excellent customer with one problem that surfaced after several years as a customer. After this is over completely, all I want to do in a friendly civil way is part ways upon completion of this matter.
CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 November 18, 2016 Revdex.com of Minnesota and North Dakota Attn: [redacted] 220 S. River Ridge Cir Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding additional concerns about her Haband Credit Card Account. In Ms. [redacted]’s additional inquiry, she states that she received the $27.00 credit to her credit card and also received a bill for $42.90. She states that she owes nothing because she returned all the merchandise and paid the shipping charge. She was told that she should have paid the minimum charge even though she returned all the merchandise. She spoke with Comenity Bank several times and they refuse to stop billing her. Haband has fully refunded Ms. [redacted] for her returned merchandise including the shipping/handling and the Smart Label fee. Any issues pertaining to the Haband credit card must be addressed by Comenity Capital Bank. In reviewing this correspondence we have determined that the issue relates to the Haband Credit Card Account which is administered by Comenity Capital Bank. Therefore, upon receiving this inquiry, we have communicated the information with Comenity Capital Bank and we understand that they are directly pursuing a response to Ms. [redacted]’s concerns. Comenity Capital Bank notified me that they called Ms. [redacted] on November 11, 2016 and left her a voicemail message. Comenity Capital Bank advised me on November 11, 2016 that they reviewed Ms. [redacted]’s account and credited the fees to provide the customer with a zero balance. They have also updated the payment history to show the customer as current and to please allow 45 days for this to be updated. Please note that Comenity Capital Bank and Haband Company are two separate entities in which Haband Company is responsible for handling matters related to sales, merchandise processing, returns and shipping. Due to financial institution regulations, Haband does not have access to cardholder’s credit card information such as the account balance, payment history or fees accessed to the account. Comenity Capital bank is responsible for addressing all matters related to the Haband Credit card account. After receiving Comenity Capital Bank’s response, please let us know if there are any additional questions or concerns. If I may be of further assistance please contact me at ###-###-####, Monday - Friday 8 am – 3 pm EST. Thank you for allowing us to 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he received a temporary credit line increase from Fingerhut which affected his credit report. He would like the temporary credit increase restored on his account or to opt out of future temporary credit increases. Per the Account Terms and Conditions to which Mr. [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 1, 2016 which brought Mr. [redacted]’s credit limit to $2,800.00. The offer was to expire on June 30, 2016. While we feel this process does not have any long-term, unreasonable impact on our customer’s credit ratings, we respect and will accommodate customer requests to opt out of it. On August 23, 2016 Mr. [redacted]’s credit limit was frozen at $1,800.00. There will not be any further credit line increases issued to his account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
...⇄ # [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. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the orders and returns for the nook with bench set. Our records indicate an order was placed for the Chelsea Nook with Bench on September 25, 2015. The nook was shipped and delivered to the address we have on file for Ms. [redacted] on October 13, 2015. The charges for this item was reflected on Ms. [redacted]’s October 28, 2015 billing statement. On November 16, 2015, Ms. [redacted] contacted us and requested to add a 3 yr. Extended Service Plan (ESP) on to the order for the nook, the same day the order for the ESP was cancelled. On December 5, 2015 Ms. [redacted] contacted us and requested the ESP again. Since an ESP was already added to the nook and then cancelled, we could no longer add the ESP to the same order. The agent should have created a manual billing for the nook with the ESP, however due to an oversight on our part, another order was processed for the nook with the ESP. On December 7, 2015 a cancellation was requested for this order. Cancellation requests can take up to 24-48 hours to process and the order for the nook shipped before the cancellation was completely processed. The ESP was successfully cancelled and was not billed. Also on December 7, 2015 a manual billing was completed for the nook in the amount of $534.99 which allowed us to add the ESP for the nook for $49.99. Credit was issued on December 7, 2015 for the original nook in the amount of $534.99. This credit is reflected on Ms. [redacted]’s December 28, 2015 billing statement. On January 26, 2016 the return of the second nook was received and credit was issued of $469.99 for the nook and $65.00 for shipping and handling which brought the total credit issued to $534.99. This credit is reflected on Ms. [redacted]’s January 28, 2016 billing statement. Due to the extenuating circumstances surrounding Ms. [redacted]’s request to have an ESP added to her order we have credited late fees totaling $101.00, interest charges totaling $32.93 and SafeLine Plus fees totaling $17.68. Ms. [redacted] will see the credits reflected on her billing statement within 1-2 billing cycles. We also adjusted the minimum payment on Ms. [redacted]’s account to $72.67. Finally, we have requested Ms. [redacted]’s account information to be updated with the credit agencies. Ms. [redacted] should allow 30-60 days for this update to be reflected on her credit files. We sincerely apologize for any inconvenience this may have caused and we appreciate Ms. [redacted]’s patience during our review of her account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION
March 11, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN...
55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on November 20, 2015. We sincerely apologize for the inconvenience caused by the incorrect advertisement on our website. When the ad error was reported the item was removed from our website. Once our investigation was completed, the correct image and description for product code NB29J was updated on our website. To ensure our customers have the most up to date information available, we use a direct link to the image on our website. Due to the image correction made on our website, the direct link in our emails and on Ms. [redacted]'s account for that specific item will now display the updated image and description.
In order for us to assist Ms. [redacted], we are requesting a copy of the printed email she received that shows the image of the safe and the description if possible. Ms. [redacted] can send the requested information via email to [email protected] with Attn: Becky in the subject line; or via fax to [redacted] Executive Care Team Attn: Becky. Ms. [redacted] can also return the information via regular mail to Executive Care Team Attn: Becky [redacted] Saint Cloud, MN. 56303. Once the information is received we will research further for complete resolution.
Additionally, we are including a postage paid return label for Ms. [redacted] to use to return the Werner Step Ladder.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Business Response /* (1000, 5, 2016/02/02) */
CONFIDENTIAL COMMUNICATION
February 2, 2016
Revdex.com of Minnesota # [redacted]
Attn: Ms. [redacted]
220 S. River Ridge Circle
Burnsville, MN ...
55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, Terms and Conditions, credit application and last three monthly statements.
In Ms. [redacted]'s complaint, she states that Fingerhut is contacting her at work and on her cell phone regarding a payment that is not past due. Ms. [redacted]'s desired resolution is to have her credit reporting corrected, late fees reversed and not to be contacted unless her payment is past due.
Our records indicate the WebBank/Fingerhut credit account ending in [redacted] was opened on February 24, 2012 when an application for credit was processed online. The first order was placed on April 8, 2012 for a Sharper Image Fresh Juicer Juicer, American Weigh Kitchen Scale w/Black Bowl and a 1 Year Service Plan. The last order, totaling $129.97, was placed on June 19, 2013.
We received multiple payments from Visa credit cards ending in 4348 and 7393, Visa debit cards ending in 6198 and 8996 and a checking account ending in 4300. The name shown on the accounts is [redacted]. The last payment of $37.47 was received on January 4, 2016.
Our records indicate that there was no payment received on Ms. [redacted]'s account from October 23, 2015 until January 4, 2016. Ms. [redacted]'s Fingerhut credit account went into a past due status as of November 28, 2015.
As reflected on her December 1, 2015 statement, Ms. [redacted]'s account showed an amount due by December 27, 2015 of 44.98 which included the past due amount of $20.99 which was due on November 27, 2015.
Also reflected on Ms. [redacted]'s January 1, 2016 statement is an amount due by January 27, 2015 of $74.97, which includes a past due amount of $44.98. The payment of $37.47, made on January 4, 2016, is not shown on this statement.
As of February 2, 2016, Ms. [redacted]'s' account is being reported with a balance of $375.02 and past due of $37.50. To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, the minimum payment of $67.49 must be received by February 27, 2016.
Please note, reminder calls are made as a courtesy with the aim of assisting Fingerhut customers in making their payments on time.
An account review on January 29, 2016 confirmed that Experian, Trans Union and Equifax are reporting the account accurately.
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.
Based on our review, per your previous request on January 4, 2016, we revoked consent to call on the phone number currently associated with your account: (720) [redacted].
If you wish to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on your account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Your account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and your account is still subject to the original terms and conditions of the Agreement.
If you would like information or the assistance of one of our financial hardship payment plans, you would need to revoke the cease and desist request in writing.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 15, 2016
# [redacted]
Revdex.com of...
Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on September 16, 2015 for the Skechers Women's Bikers Canvas Slip-On Natural Size 11 and the Adidas Kids' NXT LVL SPD 3 K Basketball Shoe Black Size 4 1/2. The order total was $164.96 including shipping and handling. When an order is placed and one or more of the items are on backorder, separate invoices are created under the original order number in order for us to ship the items that are in stock immediately. The Women's Canvas Shoes were shipped first and are reflected on Ms. [redacted]' September 26, 2015 billing statement in the amount of $89.98. The invoice number for this item is I45513929. The invoice number for the Basketball Shoes is I45513930. The total for this invoice number was $74.98. Due to the order of the Basketball Shoes being cancelled, Ms. [redacted] was never billed for this invoice. We cannot issue credit for an item that was never billed.
On November 14, 2015 an order was placed on our website for the Adidas Kids' NXT LVL SPD 3 K Basketball Shoes in Black and Yellow Size 5. This order was delivered on November 20, 2015 via the Post Office to the address we have on file for Ms. [redacted]. Since Ms. [redacted] was never billed shipping and handling on the original order for the Basketball Shoes that did not ship, as a courtesy we have credited the shipping charges for this order of $14.99.
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."
We have no record of being notified of the dispute as required in writing. While we understand Ms. [redacted]'s frustration, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt as this was not the only order on her account.
The last payment we received on Ms. [redacted] account was $11.00 on November 30, 2015. As a courtesy we have credited one late fee of $38.00. Ms. [redacted] will see the credit reflected on a future billing statement. The minimum payment on Ms. [redacted] account is $140.96 due by February 22, 2016. If Ms. [redacted] is unable to make the full minimum payment due by the due date we suggest she contact our Billing/Recovery Department for a possible payment arrangement at [redacted]. Their hours are Monday through Thursday, 7:00am to 9:00pm; Friday, 7:00am to 6:00pm; and Saturday, 7:00am to Noon Central Time (CT).
Our records indicate we are reporting the account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing this response, I contacted customer service to receive my past bill statements. I was advised I could not receive them due to my past due account. However, even when my balance was current, the online statements were not available. I need my statements to review, before paying any balance going forward. If I were never charged, how did the CSR state that I would see the reflected credit on my next statement (11/22 at that time)?
Final Business Response /* (4000, 11, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are very sorry to hear about the problems Ms. [redacted] has experienced with our website regarding her monthly billing statements. When a customer enrolls in e-statement delivery, an email notification is sent each month to the email address on file advising the customer that their statement is available. If the account is past due, a paper statement is mailed directly to the customer's address. Once the account is current again, e-statements will resume. At any time, Ms. [redacted] should be able to sign in to our website and view her monthly statements. If Ms. [redacted] cannot access her billing statements on our website, we strongly suggest she contact our Customer Service Department via email to [email protected] or via our chat feature on our website, or via phone at [redacted], Monday - Friday. 8:00 AM to 8:00 PM.
Please understand, when an order is placed, the purchase amount of the order is held in an 'authorization' state on the account until the order ships, when the billing actually takes place. The initial authorization state ensures that there is enough available credit to bill the amount once the order ships. If an item is on backorder, or ships directly from our vendor, it becomes necessary to split the order into multiple invoices which allows the in stock items and/or items shipping directly from our warehouse to be shipped without delay. As the orders ship at different times, the available credit adjusts based on when the orders ship and are therefore, formally billed. Since the item was not available to ship right away and the order was cancelled, the initial authorization was released and never formally billed. We are including Ms. [redacted] monthly billing statements per her request with this response.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION September 8, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive her monthly statement but made a payment. She would like to have this removed from her credit bureau report. Our records indicate Ms. [redacted] opened her account with Fingerhut on March 27, 2015. Each month Ms. [redacted]’s has been receiving her monthly statements by mail to her address, [redacted] Louisville, KY 40214. It is the responsibility of our customers to make their monthly payments by the due date each month. Ms. [redacted]’s due date is the 9th of each month. When Ms. [redacted] opened her WebBank/Fingerhut Advantage Credit Account, he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your payment on time in any one of the 6 prior billing cycles.” Ms. [redacted] received late fees on June 9, 2015, September 9, 2015, November 9, 2015, January 9, 2016, March 9, 2016, May 9, 2016, and June 9, 2016. For Ms. [redacted]’s records we have included a copy of her itemized statement. This document shows all activity on the account. The credit bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Ms. [redacted] may reference the Reporting and Monitoring section of our terms and conditions that was included in her 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] 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/KS
CONFIDENTIAL COMMUNICATION May 23, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’ concerns regarding the time frame for our express shipping. Our records indicate Mr. [redacted] placed an order on May 11, 2016 for the Men’s Reebok Trailgrip Running Shoes in Brown size 11. Mr. [redacted]’ order shipped on May 12, 2016 and per the tracking information from the UPS website the order was delivered on May 16, 2016. Express delivery means the order will ship within 1 business day and delivered within 2 business days from the time it leaves our warehouse. Business days do not include weekends or holidays. The timeframe for express delivery is listed on our website. Based on the shipping and tracking information the requirements for express delivery were met and within the time frames stated. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2016/02/11) */
CONFIDENTIAL COMMUNICATION
February 10, 2016
Revdex.com of Minnesota # [redacted]
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms....
[redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit Account.
Ms. [redacted]'s account indicates she purchased a Badger Basket Company Majesty Bassinet - White on April 19, 2015 via the web.
Ms. [redacted] contacted us on May 3, 2015 and informed the representative she spoke with that she was returning the bassinet because it had a sharp edge. We received the return on May 11, 2015, however a reason was not indicated on the return form and, as a result, credit was issued for the price of the bassinet minus a return shipping fee and the original shipping and handling charges.
Our return policy is located in our catalogs and on our website and is as follows:
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. Music, movies, video games and software must be return unopened with the factory seal intact. Exchanges are permitted for identical product only. Computers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators must be returned within 30 day home trial period. Products sold as sets must be returned as sets, partial returns will not be accepted. Personalized/customized and made-to-measure window treatment products may be returned for credit only if they are damaged or defective. Exchanges are permitted for identical product only. Gift cards cannot be returned. Other restrictions apply.
Our records indicate that due to severe delinquency, Ms. [redacted]'s WebBank/Fingerhut Advantage Credit Account was charged off on December 4, 2015 with a balance of $139.26 and then sold to Jefferson Capital on December 30, 2015.
Due to extenuating circumstances related to this purchase, we will be purchasing the account back from Jefferson Capital and closing it. Additionally, we will request that this be removed from Ms. [redacted]'s credit bureau report and advise that this may take up to 60 days to process. A letter will be sent to her address once this has been completed.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ca
Initial Consumer Rebuttal /* (2000, 6, 2016/02/11) */
Initial Business Response /* (1000, 5, 2016/01/29) */
CONFIDENTIAL COMMUNICATION
January 29, 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]'s account regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate that we have refunded a total of $90.00 on Ms. [redacted]'s account. A credit of $30.00 was issued directly to the method of payment used for the down payment on December 30, 2015. A refund check of $60.00 was sent to her on January 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I checked, and yes the $60.00 was received. thank you! but the $30 that you said was refunded to the method of payment(mastercard ending in [redacted]) was not refunded. I triple checked the transaction history for the last three months and there was no sign of it. it would have been alot easier if it had been sent in a check. attached is a log from that debit card and all its transactionm history. *note on the purchase that was made but not refunded log date *12/29/15 Debit: Signature purchase from 03-[redacted] FINGERHUT FRESHSTART 800-[redacted] MN [redacted] 03-[redacted]Direct Marketing - $30.00
Final Business Response /* (4000, 17, 2016/02/29) */
CONFIDENTIAL COMMUNICATION
February 29, 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.
On November 24, 2015, a payment of $30.00 was made to Ms. [redacted]'s account using a credit card ending 1990. Due to the dispute regarding this payment, the credit card company took back the funds (also known as a chargeback) on February 18, 2016. On December 28, 2015, a $30.00 payment was made with a credit card ending [redacted]. We received an additional chargeback from the credit card company on February 19, 2016. On December 30, 2015, a $30.00 payment was made using a bank account ending 6988. This payment was unsuccessful as the bank account was closed.
As mentioned, a refund check of $60.00 was issued to Ms. [redacted] on January 13, 2016, as the two credit cards payments posted to the account, but were charged back at a later date. Therefore, there is now a balance on the account of $61.73 due by March 20, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Final Consumer Response /* (2000, 19, 2016/03/10) */
CONFIDENTIAL COMMUNICATION January 4, 2017 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted]’ regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’ inquiry he states he has been unable to get his billing issue resolved with Fingerhut. Mr. [redacted] also states he has made roughly $60.00 in payments towards his balance due. After reviewing Mr. [redacted]’ account, his first purchase was on August 31, 2016 in the amount of $129.48. On September 27, 2016, Mr. [redacted] made a second purchase of $222.98 of which he returned on October 17, 2016. Mr. [redacted] received credits of $202.04, $7.95, and $12.99 for the item, original shipping and return shipping. Payments have been received in the amounts of $29.48 on September 27, 2016 and $30.00 on October 27, 2016. When Mr. [redacted]’ November statement was sent he owed a minimum payment of $8.99, as his balance was $98.35. This payment was due on December 7, 2016. When payment was not received, Mr. [redacted] received a late fee of $8.99. As a courtesy, this late fee of $8.99 was refunded to Mr. [redacted]’ account. Mr. [redacted]’ current balance is $79.10 and the minimum due to bring the account current is $17.98 which is due by January 7, 2017 to avoid any further late fees. We apologize for any inconvenience this may have been caused to Mr. [redacted]. If he 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 December 29,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # 3[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 inquiry, he states an order was placed needing a down payment of $30.00. Mr. [redacted], cancelled the order, and requested the $30.00 not be taken out of his account. A representative stated the order was cancelled and he would not be charged. The $30.00 was still taken, causing overdraft fees onto Mr. [redacted]’s personal account. Mr. [redacted] is requesting the $30.00 back and that he be compensated for the late fees charged. After reviewing Mr. [redacted]’s account, we show that while the order was canceled, the scheduled down payment was not, and the $30.00 down payment was still taken. We have refunded this to Mr. [redacted] on December 15, 2016. The down payment was still taken, because future scheduled down payments are not cancelled when the order is cancelled within our system. These need to be requested for cancelation separately, by our representatives. We apologize that did not happen in this instance. We are willing to reimburse late fee charges Mr. [redacted] received due to the down payment being taken from the account, as the correct procedure was not followed, when cancelling the order. We are requesting Mr. [redacted] fax us a copy of the bank statement that reflects the debit of the $30.00 down-payment and the corresponding overdraft fee to ###-###-#### ATTN: Executive Care Team – Becky. We apologize for any inconvenience this may have caused to Mr. [redacted]. If he may need further assistance, we recommend he contact our Customer Service office at ###-###-#### between the hours of 8:00 a.m. and 8:00 p.m., Monday – Friday, Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
Initial Business Response /* (1000, 5, 2015/10/12) */
With the information provided by Mrs. [redacted] we were able to verify that the return was completed and I have applied credit to her account in the amount of $91.49. I have also processed a refund check in the amount of $29.63 which is being...
mailed to her and she should receive within 7-10 days. I have left a voicemail message for Mrs. [redacted] with this information as well.
Initial Consumer Rebuttal /* (2000, 7, 2015/10/23) */
CONFIDENTIAL COMMUNICATION April 21, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate an order was placed on our website on January 27, 2016 for a CyberPowerPC Gamer Ultra GUAS20 8GB Windows 10 Gaming Desktop Computer. The tracking information indicates the item was delivered on February 4, 2016. On March 8, 2016 Mr. [redacted] contacted us and indicated he wanted to return the computer. Our return policy is listed on our website and in our catalogs and is as follows: We will exchange your product or give you a refund for most items returned in new condition within 30 days after date of purchase. Returns will not be accepted for credit after 90 days. If you have any problems with a product, please check the manufacturer’s warranty. Fingerhut provides a convenient prepaid return label service for most products. You can visit our Returns Center in the My Account area of the website to print a new return label at Fingerhut.com or contact Customer Service. Pre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accounts. Contact Customer Service for help with your return. Music, movies, video games and software have to be returned unopened (factory sealed). Exchanges are for exact same item only. Computers, tablets, e-readers, camcorders, digital cameras, electronic game systems, air conditioners, holiday decorations, heaters and generators have to be returned within the 30-day home trial period. On March 15, 2016 a postage paid label was sent to Mr. [redacted] to return the damaged computer as a courtesy. The return of the computer was received on April 18, 2016. We have issued credit for the return as a courtesy totaling $767.73. Mr. [redacted] will see the credit reflected on his statement within 1-2 billing cycles. On February 13, 2016 Mr. [redacted]’s monthly statement was sent electronically and reflected a minimum payment of $46.99 due by March 9, 2016, however, no payment was received. A late fee of $37.00 was assessed per the terms and conditions Mr. [redacted] agreed to at the time he opened the account. When an account is past due electronic statements are suspended and paper statements are mailed to the address we have on file. Once the account is current electronic statements will resume. On March 13, 2016, Mr. [redacted]’s monthly statement reflected a minimum payment due of $106.98 ($46.99 due for March and $59.99 due for April) by April 9, 2016. No payment was received and another late fee was assessed in the amount of $37.00. While we understand Mr. [redacted] decided to return the item, he was still responsible to make the minimum monthly payment on his account until the return was received and processed. The balance remaining on Mr. [redacted]’s account is $107.53. As Mr. [redacted] remained obligated to make at least the minimum amount due, and because no payments were received, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
7/26/16 Revdex.com of Minnesota 220 S River Ridge Circle Burnsville, MN 55337 RE: [redacted] Case: [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted]...
[redacted] regarding his wife’s Sahalie VIP Plus account. In the interest of customer confidentiality, we will send a response directly to the customer. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
CONFIDENTIAL COMMUNICATION October 18, 2017 Revdex.com of...
r, possible alternate spellings for the name it is registered to, or an alternate address, phone number, or email on file for the account. For immediate assistance, Ms. [redacted] is advised to contact our Customer Service Department at ###-###-####, 8 a.m. – 8 p.m., Monday – Friday Central Time. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case #[redacted] – [redacted] Dear Mr. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Ms. [redacted] references higher than normal interest rates associated with the account, and requests an interest rate decrease in this regard. Based on the information provided, we are unable to locate an account for Ms. [redacted]. We request any of the following in order to locate it: the 10-digit c
CONFIDENTIAL COMMUNICATION December 29, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he received the Air Fryer in a damaged package. When Mr. [redacted] attempted to use the item he heard a clicking noise coming from the fan. When he contacted us to resolve the issue he was advised no returns or exchanges would be allowed. Mr. [redacted] is requesting an exchange of the Air Fryer or credit to his account so he may purchase the item elsewhere. Our records indicate Mr. [redacted] placed the order for the Air Fryer on September 25, 2016 and per the UPS tracking information the package was delivered on September 29, 2016 at 3:17 PM. We have no record of Mr. [redacted] contacting us to advise he received the item damaged until he contacted us via chat on November 29, 2016. Please understand, it is important to contact us as soon as possible to report any concerns regarding damaged or defective products. Since the item Mr. [redacted] received damaged falls within our 90 day return policy timeframe, we will allow Mr. [redacted] to return the item for an exchange or credit. Mr. [redacted] may use the return label he received with the item or he may print a return label directly from our website at www.fingerhut.com. We are requesting Mr. [redacted] to return the item as soon as possible and to indicate if he would like credit for the item or an exchange. Please allow up to 10 days for us to receive and process the return and a prompt credit or exchange will be completed. If Mr. [redacted] has further questions he may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION January 12, 2017 Revdex.com of Minnesota...
...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of [redacted], regarding a WebBank/Gettington Credit Account. In Ms. [redacted]’ complaint she states that she placed an order on December 16, 2016 for an order that was guaranteed to be delivered by Christmas, and that she did not arrive one of the items in time. She states that she has an email from us explaining in stock items that were purchased by December 20, 2016 would be guaranteed for Christmas delivery. Ms. [redacted] also states that she requested a supervisor on two occasions and was unable to speak with one. Our records indicate Ms. [redacted] did place an order on December 16, 2016, for five items, which should have shipped in four different packages. One of the items Ms. [redacted] ordered was a Men’s Shaving Kit. This item was scheduled to ship via UPS and had a label and tracking number created for it on December 19, 2016. For a reason unknown to us, it does not appear as though the item was actually transported by UPS for delivery. We have issued credit for that item in the amount of $49.99 as of January 13, 2017. Ms. [redacted] is correct that our Guaranteed Christmas Delivery promise was that in stock warehoused items, which were ordered before Noon CT on December 20, 2016 with standard shipping were guaranteed by us to be delivered by December 25, 2017. We sincerely apologize that this item was not delivered to Ms. [redacted] by December 25, 2017. We are mailing Ms. [redacted], under separate cover, a promotion code for $20.00 off her next Gettington.com order. If Ms. [redacted] has additional questions, she may contact us at Gettington.com/customerservice or at ###-###-####, between the hours of 8:00am and 8:00pm, CT, Monday through Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team
I am rejecting this response because: In reference to complaint #[redacted] I have checked on the Fingerhut site on "MY ACCOUNT" page the balance now presently listed is $2994.59 from the previously listed amount of $3031.00. I am sorry but it also stated a small amount of change listed in the $3031.00 balance but I cannot list it, I do not exactly remember what it was and I am not going to falsify an amount. But as far as the large dollar amount it was definitely $3031.00. I did call Fingerhut after receiving a letter from the Billing Department at 1-866-836-8987 and spoke to a rep. as was requested in the letter dated July 19,2016 in reference to this situation. I was told by the rep. that 2 fees would be removed from my acct. within 1 to 2 business cycles. At this present time, checking my acct. on the Fingerhut site they have already deducted a dollar amount. The exact balance amount to date is now $2994.59. As it stands presently, it does seem to me that anywhere between $ 36.00 and $37.00 dollars has been deducted. According to the conversation with the rep. and the amt. listed in the Revdex.com email message $37.00 and also $27.00 dollars was to be deducted. As per my original email to the Revdex.com I did list (in reference to my conversation with the rep also at Fingerhut my payments for 3 months would be $151.02 July, August, and Sept. 2016) what my payments would be, $151.02 and if rounded off to the nearest dollar $152.00 on no later than the 3rd of each month in which I have submitted July 1, 2016 the first payment of $152.00. I will follow with another paymt. of the same amt. by Aug. 3, 2016. I expect to go back to normal paymt. dates and normal monthly paymts. as of Oct. 2016, with a due date of Oct. 18th each month. I am truly hoping that since Fingerhut began deducting, they will begin to stick to their part and continue to deduct the exact amt. as stated. As of right now I don't agree with the amt. because it doesn't add up to the exact amts. listed in the email or phone conversation. The email did not list the promise of the 3 month payment plan originally approved to me in June by the rep. It was only mentioned in the latest phone conversation after receiving the letter to call the billing dept. I feel a certain amt. of distrust because of the extreme changes I experienced with several (5) reps. at Fingerhut that I originally tried to settle this situation with, and I ended up having to take this to an extreme level which to me should not have had to happen. So I feel that my lack of trust for this company is justified. As I mentioned I will follow up and continue to pay my bill down and all I want is for Fingerhut to do their part. I have been an excellent customer with one problem that surfaced after several years as a customer. After this is over completely, all I want to do in a friendly civil way is part ways upon completion of this matter.
CONFIDENTIAL COMMUNICATION [redacted], Jessup, Pennsylvania 18434-1833 November 18, 2016 Revdex.com of Minnesota and North Dakota Attn: [redacted] 220 S. River Ridge Cir Burnsville, MN 55337 Re: [redacted] ID # [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of [redacted] regarding additional concerns about her Haband Credit Card Account. In Ms. [redacted]’s additional inquiry, she states that she received the $27.00 credit to her credit card and also received a bill for $42.90. She states that she owes nothing because she returned all the merchandise and paid the shipping charge. She was told that she should have paid the minimum charge even though she returned all the merchandise. She spoke with Comenity Bank several times and they refuse to stop billing her. Haband has fully refunded Ms. [redacted] for her returned merchandise including the shipping/handling and the Smart Label fee. Any issues pertaining to the Haband credit card must be addressed by Comenity Capital Bank. In reviewing this correspondence we have determined that the issue relates to the Haband Credit Card Account which is administered by Comenity Capital Bank. Therefore, upon receiving this inquiry, we have communicated the information with Comenity Capital Bank and we understand that they are directly pursuing a response to Ms. [redacted]’s concerns. Comenity Capital Bank notified me that they called Ms. [redacted] on November 11, 2016 and left her a voicemail message. Comenity Capital Bank advised me on November 11, 2016 that they reviewed Ms. [redacted]’s account and credited the fees to provide the customer with a zero balance. They have also updated the payment history to show the customer as current and to please allow 45 days for this to be updated. Please note that Comenity Capital Bank and Haband Company are two separate entities in which Haband Company is responsible for handling matters related to sales, merchandise processing, returns and shipping. Due to financial institution regulations, Haband does not have access to cardholder’s credit card information such as the account balance, payment history or fees accessed to the account. Comenity Capital bank is responsible for addressing all matters related to the Haband Credit card account. After receiving Comenity Capital Bank’s response, please let us know if there are any additional questions or concerns. If I may be of further assistance please contact me at ###-###-####, Monday - Friday 8 am – 3 pm EST. Thank you for allowing us to explain. Sincerely, Lea [redacted] Haband Customer Service Bluestem Brands, Inc.
CONFIDENTIAL COMMUNICATION August 24,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] states he received a temporary credit line increase from Fingerhut which affected his credit report. He would like the temporary credit increase restored on his account or to opt out of future temporary credit increases. Per the Account Terms and Conditions to which Mr. [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 1, 2016 which brought Mr. [redacted]’s credit limit to $2,800.00. The offer was to expire on June 30, 2016. While we feel this process does not have any long-term, unreasonable impact on our customer’s credit ratings, we respect and will accommodate customer requests to opt out of it. On August 23, 2016 Mr. [redacted]’s credit limit was frozen at $1,800.00. There will not be any further credit line increases issued to his account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION May 27, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Ms. [redacted]’s concerns regarding the orders and returns for the nook with bench set. Our records indicate an order was placed for the Chelsea Nook with Bench on September 25, 2015. The nook was shipped and delivered to the address we have on file for Ms. [redacted] on October 13, 2015. The charges for this item was reflected on Ms. [redacted]’s October 28, 2015 billing statement. On November 16, 2015, Ms. [redacted] contacted us and requested to add a 3 yr. Extended Service Plan (ESP) on to the order for the nook, the same day the order for the ESP was cancelled. On December 5, 2015 Ms. [redacted] contacted us and requested the ESP again. Since an ESP was already added to the nook and then cancelled, we could no longer add the ESP to the same order. The agent should have created a manual billing for the nook with the ESP, however due to an oversight on our part, another order was processed for the nook with the ESP. On December 7, 2015 a cancellation was requested for this order. Cancellation requests can take up to 24-48 hours to process and the order for the nook shipped before the cancellation was completely processed. The ESP was successfully cancelled and was not billed. Also on December 7, 2015 a manual billing was completed for the nook in the amount of $534.99 which allowed us to add the ESP for the nook for $49.99. Credit was issued on December 7, 2015 for the original nook in the amount of $534.99. This credit is reflected on Ms. [redacted]’s December 28, 2015 billing statement. On January 26, 2016 the return of the second nook was received and credit was issued of $469.99 for the nook and $65.00 for shipping and handling which brought the total credit issued to $534.99. This credit is reflected on Ms. [redacted]’s January 28, 2016 billing statement. Due to the extenuating circumstances surrounding Ms. [redacted]’s request to have an ESP added to her order we have credited late fees totaling $101.00, interest charges totaling $32.93 and SafeLine Plus fees totaling $17.68. Ms. [redacted] will see the credits reflected on her billing statement within 1-2 billing cycles. We also adjusted the minimum payment on Ms. [redacted]’s account to $72.67. Finally, we have requested Ms. [redacted]’s account information to be updated with the credit agencies. Ms. [redacted] should allow 30-60 days for this update to be reflected on her credit files. We sincerely apologize for any inconvenience this may have caused and we appreciate Ms. [redacted]’s patience during our review of her account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION
March 11, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN...
55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on November 20, 2015. We sincerely apologize for the inconvenience caused by the incorrect advertisement on our website. When the ad error was reported the item was removed from our website. Once our investigation was completed, the correct image and description for product code NB29J was updated on our website. To ensure our customers have the most up to date information available, we use a direct link to the image on our website. Due to the image correction made on our website, the direct link in our emails and on Ms. [redacted]'s account for that specific item will now display the updated image and description.
In order for us to assist Ms. [redacted], we are requesting a copy of the printed email she received that shows the image of the safe and the description if possible. Ms. [redacted] can send the requested information via email to [email protected] with Attn: Becky in the subject line; or via fax to [redacted] Executive Care Team Attn: Becky. Ms. [redacted] can also return the information via regular mail to Executive Care Team Attn: Becky [redacted] Saint Cloud, MN. 56303. Once the information is received we will research further for complete resolution.
Additionally, we are including a postage paid return label for Ms. [redacted] to use to return the Werner Step Ladder.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Business Response /* (1000, 5, 2016/02/02) */
CONFIDENTIAL COMMUNICATION
February 2, 2016
Revdex.com of Minnesota # [redacted]
Attn: Ms. [redacted]
220 S. River Ridge Circle
Burnsville, MN ...
55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
We are writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are a statement of account activity, Terms and Conditions, credit application and last three monthly statements.
In Ms. [redacted]'s complaint, she states that Fingerhut is contacting her at work and on her cell phone regarding a payment that is not past due. Ms. [redacted]'s desired resolution is to have her credit reporting corrected, late fees reversed and not to be contacted unless her payment is past due.
Our records indicate the WebBank/Fingerhut credit account ending in [redacted] was opened on February 24, 2012 when an application for credit was processed online. The first order was placed on April 8, 2012 for a Sharper Image Fresh Juicer Juicer, American Weigh Kitchen Scale w/Black Bowl and a 1 Year Service Plan. The last order, totaling $129.97, was placed on June 19, 2013.
We received multiple payments from Visa credit cards ending in 4348 and 7393, Visa debit cards ending in 6198 and 8996 and a checking account ending in 4300. The name shown on the accounts is [redacted]. The last payment of $37.47 was received on January 4, 2016.
Our records indicate that there was no payment received on Ms. [redacted]'s account from October 23, 2015 until January 4, 2016. Ms. [redacted]'s Fingerhut credit account went into a past due status as of November 28, 2015.
As reflected on her December 1, 2015 statement, Ms. [redacted]'s account showed an amount due by December 27, 2015 of 44.98 which included the past due amount of $20.99 which was due on November 27, 2015.
Also reflected on Ms. [redacted]'s January 1, 2016 statement is an amount due by January 27, 2015 of $74.97, which includes a past due amount of $44.98. The payment of $37.47, made on January 4, 2016, is not shown on this statement.
As of February 2, 2016, Ms. [redacted]'s' account is being reported with a balance of $375.02 and past due of $37.50. To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, the minimum payment of $67.49 must be received by February 27, 2016.
Please note, reminder calls are made as a courtesy with the aim of assisting Fingerhut customers in making their payments on time.
An account review on January 29, 2016 confirmed that Experian, Trans Union and Equifax are reporting the account accurately.
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.
Based on our review, per your previous request on January 4, 2016, we revoked consent to call on the phone number currently associated with your account: (720) [redacted].
If you wish to cease further communication on the account, a written cease and desist request may be faxed to [redacted] or mailed to [redacted], St. Cloud, MN, 56303.
Please note, if a cease and desist status is placed on your account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desist. A monthly statement will continue to be mailed.
Your account would also be closed to future purchases and additional purchases on the account will not be allowed. However, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order.
Any outstanding balance will continue to accrue interest and you may be assessed late fees and your account is still subject to the original terms and conditions of the Agreement.
If you would like information or the assistance of one of our financial hardship payment plans, you would need to revoke the cease and desist request in writing.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (2000, 7, 2016/02/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 7, 2016/02/17) */
CONFIDENTIAL COMMUNICATION
February 15, 2016
# [redacted]
Revdex.com of...
Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records indicate an order was placed on September 16, 2015 for the Skechers Women's Bikers Canvas Slip-On Natural Size 11 and the Adidas Kids' NXT LVL SPD 3 K Basketball Shoe Black Size 4 1/2. The order total was $164.96 including shipping and handling. When an order is placed and one or more of the items are on backorder, separate invoices are created under the original order number in order for us to ship the items that are in stock immediately. The Women's Canvas Shoes were shipped first and are reflected on Ms. [redacted]' September 26, 2015 billing statement in the amount of $89.98. The invoice number for this item is I45513929. The invoice number for the Basketball Shoes is I45513930. The total for this invoice number was $74.98. Due to the order of the Basketball Shoes being cancelled, Ms. [redacted] was never billed for this invoice. We cannot issue credit for an item that was never billed.
On November 14, 2015 an order was placed on our website for the Adidas Kids' NXT LVL SPD 3 K Basketball Shoes in Black and Yellow Size 5. This order was delivered on November 20, 2015 via the Post Office to the address we have on file for Ms. [redacted]. Since Ms. [redacted] was never billed shipping and handling on the original order for the Basketball Shoes that did not ship, as a courtesy we have credited the shipping charges for this order of $14.99.
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."
We have no record of being notified of the dispute as required in writing. While we understand Ms. [redacted]'s frustration, this was and is not sufficient grounds to relieve a customer of their payment obligation on outstanding debt as this was not the only order on her account.
The last payment we received on Ms. [redacted] account was $11.00 on November 30, 2015. As a courtesy we have credited one late fee of $38.00. Ms. [redacted] will see the credit reflected on a future billing statement. The minimum payment on Ms. [redacted] account is $140.96 due by February 22, 2016. If Ms. [redacted] is unable to make the full minimum payment due by the due date we suggest she contact our Billing/Recovery Department for a possible payment arrangement at [redacted]. Their hours are Monday through Thursday, 7:00am to 9:00pm; Friday, 7:00am to 6:00pm; and Saturday, 7:00am to Noon Central Time (CT).
Our records indicate we are reporting the account correctly to the credit bureaus and no deletion of our report will be granted. Please understand that if we were to delete the negative history, we would be knowingly reporting inaccurate information to credit reporting agencies, which is a violation of the Fair Credit Reporting Act.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 9, 2016/02/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After reviewing this response, I contacted customer service to receive my past bill statements. I was advised I could not receive them due to my past due account. However, even when my balance was current, the online statements were not available. I need my statements to review, before paying any balance going forward. If I were never charged, how did the CSR state that I would see the reflected credit on my next statement (11/22 at that time)?
Final Business Response /* (4000, 11, 2016/03/03) */
CONFIDENTIAL COMMUNICATION
March 3, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
We are very sorry to hear about the problems Ms. [redacted] has experienced with our website regarding her monthly billing statements. When a customer enrolls in e-statement delivery, an email notification is sent each month to the email address on file advising the customer that their statement is available. If the account is past due, a paper statement is mailed directly to the customer's address. Once the account is current again, e-statements will resume. At any time, Ms. [redacted] should be able to sign in to our website and view her monthly statements. If Ms. [redacted] cannot access her billing statements on our website, we strongly suggest she contact our Customer Service Department via email to [email protected] or via our chat feature on our website, or via phone at [redacted], Monday - Friday. 8:00 AM to 8:00 PM.
Please understand, when an order is placed, the purchase amount of the order is held in an 'authorization' state on the account until the order ships, when the billing actually takes place. The initial authorization state ensures that there is enough available credit to bill the amount once the order ships. If an item is on backorder, or ships directly from our vendor, it becomes necessary to split the order into multiple invoices which allows the in stock items and/or items shipping directly from our warehouse to be shipped without delay. As the orders ship at different times, the available credit adjusts based on when the orders ship and are therefore, formally billed. Since the item was not available to ship right away and the order was cancelled, the initial authorization was released and never formally billed. We are including Ms. [redacted] monthly billing statements per her request with this response.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION September 8, 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive her monthly statement but made a payment. She would like to have this removed from her credit bureau report. Our records indicate Ms. [redacted] opened her account with Fingerhut on March 27, 2015. Each month Ms. [redacted]’s has been receiving her monthly statements by mail to her address, [redacted] Louisville, KY 40214. It is the responsibility of our customers to make their monthly payments by the due date each month. Ms. [redacted]’s due date is the 9th of each month. When Ms. [redacted] opened her WebBank/Fingerhut Advantage Credit Account, he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of up to $27.00. The maximum amount will increase to $37.00 if you did not make your payment on time in any one of the 6 prior billing cycles.” Ms. [redacted] received late fees on June 9, 2015, September 9, 2015, November 9, 2015, January 9, 2016, March 9, 2016, May 9, 2016, and June 9, 2016. For Ms. [redacted]’s records we have included a copy of her itemized statement. This document shows all activity on the account. The credit bureaus are reporting accurately. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Ms. [redacted] may reference the Reporting and Monitoring section of our terms and conditions that was included in her 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] 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/KS