I am rejecting this response because:
I
have returned the entire orderI have NOT received the credit for the returned itemsThis order is over $I am NOT paying for items I do not haveI did NOT receive any e-mails from FingerhutI requested the forms twiceI find this company does NOT care about customer satisfactionIt is awful convenient that I complain about what I was charged and mysteriously the returned merchandise has disappeared!! The order made it to my address!! Where is my account credit?
Initial Business Response /* (1000, 10, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
It is in regards to her purchase of a SwimWays Extra Large Spring Float Recline from June 20, and an Intex Twin Pillow-Rest Airbed from August 14, We regret to learn of the problems that have arisen with the items, as outlined in the inquiry
As a reminder to Ms***, our Return Policy states, in part, "You can return your purchase within days of receipt, as long as it's in new conditionReturns will not be accepted for credit or exchange after days." This policy appears under the "customer service" section on our website, in the catalog's "terms of sale" section, and on the customer's packing slip enclosed with their shipment
We did not find evidence that Ms*** ever contacted our Customer Service Department about these items prior to April 29, Consequently, neither item can be returned for credit or exchange as the 90-day maximum deadline has passedThe phone agent advised Ms*** that her best recourse was with the vendor/manufacturer, and sent proof of purchase for each item that is sometimes required when filing a warranty claim
While we sympathize with Ms***'s situation, it does not deviate from the fact that she received merchandise and is responsible for any balance still owing on it
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Business Response /* (1000, 5, 2015/11/17) */
CONFIDENTIAL COMMUNICATION
November 16,
# ***
Revdex.com of Minnesota
Attn: ***
***
S River Ridge Circle
Burnsville, MN
Re: Case # *** ***, ***
Dear Ms***,
I am writing in response to the recent inquiry that we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit AccountWe want to ensure Ms*** has a clear understanding of her account
Our records indicate on August 23, Ms*** purchased a McLeland Design *** 8-PcComforter Set - Queen for a total of $Ms*** chose the Gettington Fast Pay optionWith this option Ms*** is able to pay off the purchase quickly in four paymentsA faster payback will mean less interest will be charged on a customer's account
We assure Ms*** she is not being charged twice for the itemWhen Ms*** chose this option for the comforter set she was still paying off other items she has orderedWhen a customer has an existing balance on their Gettington Account, and they choose the fast pay option for one or more purchases, their minimum payments due will be additiveThis is to ensure a customer can pay off each purchase in four monthsThis may mean a higher monthly minimum payment dueShe is paying the other items using Gettington Easy PayThis option allows customer's to pay over time, in months or fewer
At this time Ms***'s balance is $The minimum amount due by December 7, is $
Thank you for allowing us to explain and assist
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
I WOULD LIKE TO COMMENT TO GETTINGTON RESPONSEI DO UNDERSTAND THE FAST PAY OPTION WOULD INCREASE MY MONTHLY PAYMENTS OF APPROX IN Addition TO WHAT I WAS ALREADY PAYINGWHAT I DID NOT UNDERSTAND IS AS IT IS CONFIRMED BY GETTINGTON, I CHOSE FAST PAY OPTION WHICH IS CORRECT, OF PAYMENTSWHEN I REVIEWED MY MONTHLY STATEMENT FOR 9-11-it shows in the summary account activity below
previous balance
payments and credits
purchases and debits
interest charges
new balance
the representative address my concerns and questions with the fast pay option; that the payments of approxwould be in addition to my monthly paymentthe same as they did in their response noted todaybut did not address the questions I have that the have been charges to the account balance in addition to charging the payments of approxto my monthly paymentsthis is the part that needs to answeredthe charge of was added to the account balance which increased my balin addition to charging to the account I am paying payments fast pay option of please explainI have printed my statement if needed I can fax it to the appropriate person handling case
Final Business Response /* (4000, 9, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 19,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** ***, ***
Dear Ms***,
I am writing in response to the further inquiry that we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit Account
As we stated previously, Ms*** purchased a comforter set using the Gettington Fast Pay optionThe total of this purchase was $144.98, which was applied to the balance on her Gettington Account
As a reminder, Ms***'s account with WebBank/Gettington is a revolving credit accountAs such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the nextThe interest is calculated based on the account's current Annual Percentage rate of 19.9% and the monthly charges will vary in relation to increases or reductions in the account balance from month to month
The monthly payments Ms*** is required to make goes toward the balance as a wholeThe additional amount for using the Gettington Fast Pay option is to pay off the purchase of the comforter setBy making payments of approximately $36.00, in addition to her regular payment, she will pay off the total amount of $
We hope this explanation satisfies any confusion Ms*** hasThank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
I am rejecting this response because:The date
they are talking about is completely wrong, in which part of life does a warranty start before it's actually in your possession and able to be used by the patron, I have never heard of such a thing, I got it on the 16th of that month so that is when a warranty should start, also the time frame they say that it took for me to contact them was not my fault at all, it was their fault because they kept giving me the run a round and trying to pass the buck along to another and also with promises of return calls just to get me off the phone and extend the time even longer, that is very bad and sneaky business on their part, I did everything right but they are trying to tell me I didn't, I don't feel as though they should get away with that, how many others have they gotten with traps like that, so no I can't accept that response from them
I am rejecting this response because: Although the account was behind for 12/16, 1/17, 2/17, and 3/17- it was caught up/ current by the end of April Since receiving your response/documentation- I observed that you have been reporting my
account as late when it was in fact, current and being paid in time for May, and June. You did not address this issue and chose not to address the fact that the account was being reported inaccurately to the credit bureauI do not deny the fact that the account was paid late from 12-through April What I deny is the fact that it was paid late in May, and June 2017- which are the months that Fingerhut reported the account as being paid late and due to your unethical and incorrect reportingI was denied credit and my credit card limit was reduced. You intentionally DID NOT address this issue- your inaccurate reporting to the credit bureauWhat do you have to say about the credit report enclosed which was verified by you and reported by EQUIFAX - JUNE 8, 2017?????I also observed from your documentation that you have been charging me for safeline insurance that I was not aware that I hadI did not sign for any type of insurance and had I been offered this- I would have declined it. I have incurred numerous late fees throughout this contract when in fact- I have been paying on time since the account was brought current- How is this possible? Due to your inability to accept responsibility for your company's wrong doing- I will at this point- send all documentation and correspondence to my attorney at Frank and Rice PA- Tallahassee Florida. Thanks for your cooperation in this matter
Initial Business Response /* (1000, 5, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in
response to the inquiry we received from your office on behalf of Ms*** regarding a WebBank/Fingerhut Advantage Credit Account
Based on the information provided in the inquiry, it is clear that it was not filed by the account holderIn the interest of customer confidentiality, we will send a response directly to the customer
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Business Response /* (1000, 8, 2015/08/25) */
CONFIDENTIAL COMMUNICATION
August 25,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAs Ms*** states she did not authorize the account matching her name and other information, we referred this matter to our Credit Risk Department for review
They advised of finding sufficient evidence of fraud indicators on the account and have marked it accordinglyWith this determination, the account has also been closed with Ms*** being relieved of all payment obligation on the corresponding debt as of the above date
Additionally, they sent notices to have the trade-line deleted from every credit bureau where it appearedMs*** should allow to days for this update to process and see it reflecting on her credit files
We appreciate Ms*** bringing this matter to our attention, and trust these measures will meet her expectations of a satisfactory resolutionThank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied with the facts they found the fraud I brought to there attention and I am happy they are taking measure to ensure this is taken off my creditSince this will take to days on there end per the letter they sent to Ms***, is there any way to get proof in writing sent to me in-case I find out later on down the road that they did not keep there promise that is outlined in the letter to Ms***? Please let me know
Thanks so much Revdex.com for all your help! I just want to make sure that I don't close this out to early
Final Consumer Response /* (2000, 11, 2015/08/31) */
I am rejecting this response because:
I did not
apply on-line for any account with Fingerhut - my personal information was stolen by *** ***, V, he took my stolen information (which my deceased grandmother had my personal information in her computer that *** stole it from) and applied for this account on-line with an e-mail he set up and with my deceased grandmother's ex-cell phone numberFingerhut makes no mention of the fact that they will cease and desist from trying to collect from me on this accountPlease have them amend their response to the fact that they will cease and desist any collection action against me for this unauthorized account in my name
Thank you!
Full response attachedCONFIDENTIAL COMMUNICATION: Mr*** placed an order on our website and advised us he had not received itAfter multiple communications where Mr*** was advised to send return a completed affidavit to us, credit was issued for the order on March 21, Mr***
had a balance before he placed this order and is responsible for making payments on that balance and the merchandise he had previously receivedHis account balance is correct and no additional credits will be issuedMr*** should follow his billing statements for future due dates and amounts due
I am rejecting this response because:
I am
unaware of this account and have no verification this debt is mineI only know of this account based on it being reported in my credit report(s)As we both know, I have the right to dispute this account, request for verification, and/or request for validation of this debtHowever, in order to quickly resolve this account, I am willing to pay $50, if you agree to delete this account from any and all credit reporting agenciesPlease do not quote to me that you are unable to do this, I am aware of both your rights as well as my ownWe both know you are the source reporting this account and have the absolute right to report it, not report it, or delete it from all reporting agenciesThe purpose of this settlement is merely to have this item removed from all reporting agenciesWe are both aware that paying this unverified debt is no benefit to me unless we can agree on the termsI am sure you are aware that paying a collection account does not bode well on a credit report and that merely having a collection on a credit report will have a negative impact whether paid or unpaidPlease Note: This is not an acknowledgment of liability for this debt in any way or formIf there is any confusion about my position on this alleged debt, please refer back to the first paragraph of this letter in which I state: “I am unaware of this account…” That being said, let me be clear, this is NOT: a promise to pay, a renewal, an admittance to this debt, or in any way me agreeing this debt is mineThis is a restricted offer only. If you agree to these terms I will mail a certified money order for payment, and you will have deleted this account from all credit bureaus and no further contact or reportingOr sold to other companies. Thanks
Full response attachedCONFIDENTIAL COMMUNICATION: Our records indicate that Ms*** set the payment schedule up herself, via our website, and chose the account the payment should be drawn fromShe was also mailed a confirmation letter that indicated the last four digits of the account number
the payment would be made from, as well as the additional details of the payment such as due date and amountOne late fee has been credited as a courtesy, but we are unable to update the credit bureau information or make any other adjustments
CONFIDENTIAL COMMUNICATION March 17, Revdex.com of
Minnesota Attn: Ms*** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut credit account Mr*** states on March 9, 2017, he was attempting to place an online order and was directed to contact the Fingerhut Credit DepartmentMr*** states after the Credit Department verified his information, he was advised to speak with another department because he no longer had an available credit limitMr*** further states when he requested to speak with a supervisor, the agent told him there were none currently available but she would attempt to reach a supervisor by emailMr*** is requesting that Fingerhut fix their online system so that if an account no longer has a credit limit, that is evidentMr*** is also requesting that Fingerhut reinstate his account because they failed to address his needs A WebBank/Fingerhut FreshStart Installment Loan account ending in *** was opened on August 18, when an application for credit was completed onlineThe name and address on the application is the same one provided when contacting us regarding this issueA purchase was placed on September 12, for a Canon Pixma Wireless Inkjet All-in-One Printer On December 17, 2014, after successful completion of the Fingerhut FreshStart program, Mr*** graduated to a Fingerhut revolving credit account ending in ***A purchase was placed on March 19, for a Shark Professional Navigator Lift Away Vacuum Fingerhut received payments processed with a Visa debit card ending in *** in the name *** ***The final payment of $received on August 10, paid Mr***’s balance in full According to public record, Mr*** filed Chapter bankruptcy on November 18, with a standard discharge date of February 21, Fingerhut was notified of Mr***’s bankruptcy on December 1, and his account was closed due to bankruptcyFingerhut reported Mr***’s account to the credit bureaus as closed due to Bankruptcy with a balance of zero If Mr*** logs onto Fingerhut.com to view his account, the account information is still visible because he has the right to review itWhen Mr*** attempted to place an order, he was directed to contact Fingerhut for more information about his account Please note we are required by law to retain all consumer information in a secured fashion for twenty-five monthsAs such, we are unable to remove Mr***’s information from our system as requestedNeither are we able to comply with Mr***’s request to reopen his account as his social security number is associated with an account that was closed due to his Chapter bankruptcy We have placed Mr*** on the Do Not Solicit listPlease allow four to six weeks to stop receiving all mailings as our mail lists are printed in advance The March 9, phone call with the bankruptcy department in which Mr*** makes reference to in his complaint was reviewedBased on our review of the call recording, the agent was professional and helpful in her interactionsThe agent attempted to contact a supervisor when Mr*** requested one, but no one was currently availableThe agent stated she would send an email for a Supervisor call back and Mr*** replied that he wanted to be called back within days or he would file a lawsuitThe call ended abruptly with the agent still on the line. According to our records, a supervisor’s attempts to contact Mr*** on Thursday, March 9, and Monday, March 13, were unsuccessfulThere is no record of Mr*** returning the calls According to an account review on March 17, 2017, Equifax, Experian and Trans Union are reporting Mr***’s account accurately as Closed at Grantor’s Request by reason of Chapter bankruptcy. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***’s Welcome PacketIt 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 Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/lg
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.*** ** ***p.sI believe that Finger Hut's response here is a very honorable responseAnd I appreciate their honestyMy respect in this company has been restoredI certainly never wanted to cause the company any problemsIt's just that the mistake was simply not my fault, and just didn't feel that it was my responsibility to fix it
Initial Business Response /* (1000, 5, 2015/11/20) */
CONFIDENTIAL COMMUNICATION
November 20,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order was placed on May 6, for a McLeland Design 4" Full Gel Memory Foam Topper for a total of $including shipping and handlingWe have no record of Mr*** contacting us to advise he did not receive this item until November 11,
On February 2, 2015, Mr*** placed an order for a Life Trak RBrite Fitness Watch/Activity TrackerOn February 9, 2015, Mr*** contacted us to advise he had received the Life Trak Core CActivity TrackerOn February 9, we sent a replacement order for the correct Life Trak RBrite Fitness Watch/Activity Tracker at no additional cost, to replace the incorrect item he receivedWe have no record of MrWalberg contacting us to advise he did not receive the replacement order we sent until November 11,
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their accountThe 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 regardIt states, in part:
"You must contact us within days after the error appeared on your statementYou must notify us of any potential errors in writingYou 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 questionWhile 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 amountBut, 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
To further assist Mr*** with the items he did not receive, we will require a police report to be filed and a copy sent to usTo expedite, Mr*** may fax the required document to: ***, Attn: Becky or via regular mail to: *** StCloud, MN Once received we will investigate further
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received statements in well over a year, I don't know why the company is lying about not receiving my complaintsI reject this response and stand by my original complaintFurthermore if the company insists on refusing to refund, I would like proof of delivery showing my confirmed signature for both deliveriesAlso if they insist on using mailed statements as a defense I would also like proof of delivery of statements
Final Consumer Response /* (4200, 15, 2016/01/07) */
I contacted the company about the orders when I had not received them, they said they would need police reports, which I provided them but I haven't heard anything more from them since
Final Business Response /* (4000, 17, 2016/01/15) */
CONFIDENTIAL COMMUNICATION
January 14,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate we have not received any police report(s) for the Memory Foam Topper or the Activity Tracker Fitness WatchAs stated previously, our investigation cannot be completed without receiving the police report for the merchandise Mr*** states he did not receive
Until such time we respectfully consider this matter closed
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Revdex.com: THEY STILL NEED TO CORRECT ALL CREDIT BUREAUS PAID IN FULL NEVER LATE!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am rejecting this response because: On March 9th I sent the affidavit in for this to be investigated via email to Gettington per Gettingtons requestEmail went to Thier customer service email at 11.43am my time.I have also tried to log into my account and change the mailing address and they have placed blocks on the account so I can not change the mailing address to my current address since This whole situation is the fault of Gettington because when I placed my order I made sure my current mailing address was on the order and their website obviously failed to correct it and defaulted back to my old mailing addressI would like this to be corrected ASAP as this has damaged my credit score significantly
I am rejecting this response because:Fingerhut is suggesting in their response that they are willing resolve this complaint via email, although as of yet I have not received an email from them offering a resolution. I have attempted to resolve this issue with Fingerhut via email TWICE. Both times I was met with the response to contact them via telephone. I do not possess an active home phone or a cell phone, and my employer allows EMERGENCY PHONE CALLS to family members ONLY. Despite the message from Fingerhut via Revdex.com offering to resolve the issue via email, they have NOT contacted me to resolve the issue via email and I have not been able to reach a representative via chat service on their website. I have attached printed scans of the previous two emails from Fingerhut in response to my requests to contact me via email to reach a resolution. My response to the resolution offered by Fingerhut on behalf of Revdex.com is NOT to reject an offer to resolve the issue via email. I resent their attempt to trap me into rejecting their offer of resolution via email. Clearly I have made several attempts to do so. Fingerhut has made NO EFFORT to resolve the issue via email, so therefore my desired resolution is a FULL REFUND OF MY PURCHASE PRICE PLUS ANY ASSOCIATED SHIPPING COSTS.Thank you, *** ***
CONFIDENTIAL COMMUNICATIONMay 26, 2016Revdex.com of Minnesota #***Attn: Ms*** ***SRiver Ridge CircleBurnsville, MN 55337Re: Mr*** ***Case #: *** Dear Ms***,I am writing in response to a second inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut credit account ending in ***.Mr*** states that his WebBank/Fingerhut credit account was not included in his bankruptcy and should not be reporting negativelyMr*** further states that WebBank/ Fingerhut is entitled to close an account and report as “Closed by Creditor” because the account was never delinquent as no orders were ever placed on this accountMr***’s desired resolution to remove the derogatory remarks from his credit report.As stated in our initial response, a WebBank/Fingerhut credit account ending *** was opened when an application for credit was processed online July 13, in the name *** A***According to public record, Mr*** filed Chapter bankruptcy on August 24, The court had notified all of Mr***’s creditors that he filed Chapter bankruptcy regardless if Mr*** had included the accounts or notFingerhut was notified by the courts and updated Mr***’s account to Closed due to Bankruptcy on November 1, 2010.On March 28, 2013, Mr*** attempted to order a Scosche iPad Black Leather Textured Folio Case using the first Fingerhut credit account ending in ***The order was cancelled as the account was previously closed due to BankruptcyOur records indicate a second credit application was received on March 28, 2013, with Mr***’s name which was approved for a Fingerhut FreshStart Installment Loan account ending in *** upon receipt of a $down paymentAn order was placed online the same day for a Scosche iPad Black Leather Textured Folio CaseOn June 9, 2013, Mr*** graduated into a second WebBank/Fingerhut credit account ending in An order was placed for a Honeywell True HEPA Quietcare Air Purifier with a year Service PlanAccording to public record, Mr***’s bankruptcy was discharged on January 21, and the case was closed on April 1, 2016.Based on an account review on May 11, 2016, Equifax, Experian and Trans Union are reporting Mr***’s account ending in *** accurately as Closed Due to Chapter Bankruptcy with a zero balance and past dueIn order to ensure all bureaus are reporting the same, an electronic update was sent to the bureaus to update the Date of Account Information to August 24, (Ref: ***)The bureaus are also accurately reporting the Fingerhut FreshStart Installment Loan account ending in *** and second Fingerhut credit account ending in *** as ‘paid and closed with a zero balance’ and ‘current with a zero balance’, respectively.We cannot revise any additional information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***’s Welcome PacketIt states:“If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.”Conversely, accounts that are in good standing will be reported as well.If Mr*** still has questions about his account regarding what has or has not been reported to the credit bureaus, he may contact Fingerhut by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time.Thank you for allowing us to explain.Sincerely,Kari ***Executive Care TeamKD/sjj
I am rejecting this response because:
I was never told that it would continue to accrue interest and late paymentsIf the records and notes are made on my account, am I not entitles to see those records? They are regarding my account
I am rejecting this response because:
I
have returned the entire orderI have NOT received the credit for the returned itemsThis order is over $I am NOT paying for items I do not haveI did NOT receive any e-mails from FingerhutI requested the forms twiceI find this company does NOT care about customer satisfactionIt is awful convenient that I complain about what I was charged and mysteriously the returned merchandise has disappeared!! The order made it to my address!! Where is my account credit?
Initial Business Response /* (1000, 10, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
It is in regards to her purchase of a SwimWays Extra Large Spring Float Recline from June 20, and an Intex Twin Pillow-Rest Airbed from August 14, We regret to learn of the problems that have arisen with the items, as outlined in the inquiry
As a reminder to Ms***, our Return Policy states, in part, "You can return your purchase within days of receipt, as long as it's in new conditionReturns will not be accepted for credit or exchange after days." This policy appears under the "customer service" section on our website, in the catalog's "terms of sale" section, and on the customer's packing slip enclosed with their shipment
We did not find evidence that Ms*** ever contacted our Customer Service Department about these items prior to April 29, Consequently, neither item can be returned for credit or exchange as the 90-day maximum deadline has passedThe phone agent advised Ms*** that her best recourse was with the vendor/manufacturer, and sent proof of purchase for each item that is sometimes required when filing a warranty claim
While we sympathize with Ms***'s situation, it does not deviate from the fact that she received merchandise and is responsible for any balance still owing on it
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Business Response /* (1000, 5, 2015/11/17) */
CONFIDENTIAL COMMUNICATION
November 16,
# ***
Revdex.com of Minnesota
Attn: ***
***
S River Ridge Circle
Burnsville, MN
Re: Case # *** ***, ***
Dear Ms***,
I am writing in response to the recent inquiry that we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit AccountWe want to ensure Ms*** has a clear understanding of her account
Our records indicate on August 23, Ms*** purchased a McLeland Design *** 8-PcComforter Set - Queen for a total of $Ms*** chose the Gettington Fast Pay optionWith this option Ms*** is able to pay off the purchase quickly in four paymentsA faster payback will mean less interest will be charged on a customer's account
We assure Ms*** she is not being charged twice for the itemWhen Ms*** chose this option for the comforter set she was still paying off other items she has orderedWhen a customer has an existing balance on their Gettington Account, and they choose the fast pay option for one or more purchases, their minimum payments due will be additiveThis is to ensure a customer can pay off each purchase in four monthsThis may mean a higher monthly minimum payment dueShe is paying the other items using Gettington Easy PayThis option allows customer's to pay over time, in months or fewer
At this time Ms***'s balance is $The minimum amount due by December 7, is $
Thank you for allowing us to explain and assist
Sincerely,
Vi ***
Executive Care Team
VF/KS
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
I WOULD LIKE TO COMMENT TO GETTINGTON RESPONSEI DO UNDERSTAND THE FAST PAY OPTION WOULD INCREASE MY MONTHLY PAYMENTS OF APPROX IN Addition TO WHAT I WAS ALREADY PAYINGWHAT I DID NOT UNDERSTAND IS AS IT IS CONFIRMED BY GETTINGTON, I CHOSE FAST PAY OPTION WHICH IS CORRECT, OF PAYMENTSWHEN I REVIEWED MY MONTHLY STATEMENT FOR 9-11-it shows in the summary account activity below
previous balance
payments and credits
purchases and debits
interest charges
new balance
the representative address my concerns and questions with the fast pay option; that the payments of approxwould be in addition to my monthly paymentthe same as they did in their response noted todaybut did not address the questions I have that the have been charges to the account balance in addition to charging the payments of approxto my monthly paymentsthis is the part that needs to answeredthe charge of was added to the account balance which increased my balin addition to charging to the account I am paying payments fast pay option of please explainI have printed my statement if needed I can fax it to the appropriate person handling case
Final Business Response /* (4000, 9, 2015/11/23) */
CONFIDENTIAL COMMUNICATION
November 19,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** ***, ***
Dear Ms***,
I am writing in response to the further inquiry that we received from your office on behalf of Ms*** *** regarding a WebBank/Gettington Credit Account
As we stated previously, Ms*** purchased a comforter set using the Gettington Fast Pay optionThe total of this purchase was $144.98, which was applied to the balance on her Gettington Account
As a reminder, Ms***'s account with WebBank/Gettington is a revolving credit accountAs such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the nextThe interest is calculated based on the account's current Annual Percentage rate of 19.9% and the monthly charges will vary in relation to increases or reductions in the account balance from month to month
The monthly payments Ms*** is required to make goes toward the balance as a wholeThe additional amount for using the Gettington Fast Pay option is to pay off the purchase of the comforter setBy making payments of approximately $36.00, in addition to her regular payment, she will pay off the total amount of $
We hope this explanation satisfies any confusion Ms*** hasThank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
I am rejecting this response because:The date
they are talking about is completely wrong, in which part of life does a warranty start before it's actually in your possession and able to be used by the patron, I have never heard of such a thing, I got it on the 16th of that month so that is when a warranty should start, also the time frame they say that it took for me to contact them was not my fault at all, it was their fault because they kept giving me the run a round and trying to pass the buck along to another and also with promises of return calls just to get me off the phone and extend the time even longer, that is very bad and sneaky business on their part, I did everything right but they are trying to tell me I didn't, I don't feel as though they should get away with that, how many others have they gotten with traps like that, so no I can't accept that response from them
I am rejecting this response because: Although the account was behind for 12/16, 1/17, 2/17, and 3/17- it was caught up/ current by the end of April Since receiving your response/documentation- I observed that you have been reporting my
account as late when it was in fact, current and being paid in time for May, and June. You did not address this issue and chose not to address the fact that the account was being reported inaccurately to the credit bureauI do not deny the fact that the account was paid late from 12-through April What I deny is the fact that it was paid late in May, and June 2017- which are the months that Fingerhut reported the account as being paid late and due to your unethical and incorrect reportingI was denied credit and my credit card limit was reduced. You intentionally DID NOT address this issue- your inaccurate reporting to the credit bureauWhat do you have to say about the credit report enclosed which was verified by you and reported by EQUIFAX - JUNE 8, 2017?????I also observed from your documentation that you have been charging me for safeline insurance that I was not aware that I hadI did not sign for any type of insurance and had I been offered this- I would have declined it. I have incurred numerous late fees throughout this contract when in fact- I have been paying on time since the account was brought current- How is this possible? Due to your inability to accept responsibility for your company's wrong doing- I will at this point- send all documentation and correspondence to my attorney at Frank and Rice PA- Tallahassee Florida. Thanks for your cooperation in this matter
Initial Business Response /* (1000, 5, 2015/06/17) */
CONFIDENTIAL COMMUNICATION
June 17,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in
response to the inquiry we received from your office on behalf of Ms*** regarding a WebBank/Fingerhut Advantage Credit Account
Based on the information provided in the inquiry, it is clear that it was not filed by the account holderIn the interest of customer confidentiality, we will send a response directly to the customer
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Business Response /* (1000, 8, 2015/08/25) */
CONFIDENTIAL COMMUNICATION
August 25,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAs Ms*** states she did not authorize the account matching her name and other information, we referred this matter to our Credit Risk Department for review
They advised of finding sufficient evidence of fraud indicators on the account and have marked it accordinglyWith this determination, the account has also been closed with Ms*** being relieved of all payment obligation on the corresponding debt as of the above date
Additionally, they sent notices to have the trade-line deleted from every credit bureau where it appearedMs*** should allow to days for this update to process and see it reflecting on her credit files
We appreciate Ms*** bringing this matter to our attention, and trust these measures will meet her expectations of a satisfactory resolutionThank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 10, 2015/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am satisfied with the facts they found the fraud I brought to there attention and I am happy they are taking measure to ensure this is taken off my creditSince this will take to days on there end per the letter they sent to Ms***, is there any way to get proof in writing sent to me in-case I find out later on down the road that they did not keep there promise that is outlined in the letter to Ms***? Please let me know
Thanks so much Revdex.com for all your help! I just want to make sure that I don't close this out to early
Final Consumer Response /* (2000, 11, 2015/08/31) */
I am rejecting this response because:
I did not
apply on-line for any account with Fingerhut - my personal information was stolen by *** ***, V, he took my stolen information (which my deceased grandmother had my personal information in her computer that *** stole it from) and applied for this account on-line with an e-mail he set up and with my deceased grandmother's ex-cell phone numberFingerhut makes no mention of the fact that they will cease and desist from trying to collect from me on this accountPlease have them amend their response to the fact that they will cease and desist any collection action against me for this unauthorized account in my name
Thank you!
Full response attachedCONFIDENTIAL COMMUNICATION: Mr*** placed an order on our website and advised us he had not received itAfter multiple communications where Mr*** was advised to send return a completed affidavit to us, credit was issued for the order on March 21, Mr***
had a balance before he placed this order and is responsible for making payments on that balance and the merchandise he had previously receivedHis account balance is correct and no additional credits will be issuedMr*** should follow his billing statements for future due dates and amounts due
I am rejecting this response because:
I am
unaware of this account and have no verification this debt is mineI only know of this account based on it being reported in my credit report(s)As we both know, I have the right to dispute this account, request for verification, and/or request for validation of this debtHowever, in order to quickly resolve this account, I am willing to pay $50, if you agree to delete this account from any and all credit reporting agenciesPlease do not quote to me that you are unable to do this, I am aware of both your rights as well as my ownWe both know you are the source reporting this account and have the absolute right to report it, not report it, or delete it from all reporting agenciesThe purpose of this settlement is merely to have this item removed from all reporting agenciesWe are both aware that paying this unverified debt is no benefit to me unless we can agree on the termsI am sure you are aware that paying a collection account does not bode well on a credit report and that merely having a collection on a credit report will have a negative impact whether paid or unpaidPlease Note: This is not an acknowledgment of liability for this debt in any way or formIf there is any confusion about my position on this alleged debt, please refer back to the first paragraph of this letter in which I state: “I am unaware of this account…” That being said, let me be clear, this is NOT: a promise to pay, a renewal, an admittance to this debt, or in any way me agreeing this debt is mineThis is a restricted offer only. If you agree to these terms I will mail a certified money order for payment, and you will have deleted this account from all credit bureaus and no further contact or reportingOr sold to other companies. Thanks
Full response attachedCONFIDENTIAL COMMUNICATION: Our records indicate that Ms*** set the payment schedule up herself, via our website, and chose the account the payment should be drawn fromShe was also mailed a confirmation letter that indicated the last four digits of the account number
the payment would be made from, as well as the additional details of the payment such as due date and amountOne late fee has been credited as a courtesy, but we are unable to update the credit bureau information or make any other adjustments
CONFIDENTIAL COMMUNICATION March 17, Revdex.com of
Minnesota Attn: Ms*** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, I am writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut credit account Mr*** states on March 9, 2017, he was attempting to place an online order and was directed to contact the Fingerhut Credit DepartmentMr*** states after the Credit Department verified his information, he was advised to speak with another department because he no longer had an available credit limitMr*** further states when he requested to speak with a supervisor, the agent told him there were none currently available but she would attempt to reach a supervisor by emailMr*** is requesting that Fingerhut fix their online system so that if an account no longer has a credit limit, that is evidentMr*** is also requesting that Fingerhut reinstate his account because they failed to address his needs A WebBank/Fingerhut FreshStart Installment Loan account ending in *** was opened on August 18, when an application for credit was completed onlineThe name and address on the application is the same one provided when contacting us regarding this issueA purchase was placed on September 12, for a Canon Pixma Wireless Inkjet All-in-One Printer On December 17, 2014, after successful completion of the Fingerhut FreshStart program, Mr*** graduated to a Fingerhut revolving credit account ending in ***A purchase was placed on March 19, for a Shark Professional Navigator Lift Away Vacuum Fingerhut received payments processed with a Visa debit card ending in *** in the name *** ***The final payment of $received on August 10, paid Mr***’s balance in full According to public record, Mr*** filed Chapter bankruptcy on November 18, with a standard discharge date of February 21, Fingerhut was notified of Mr***’s bankruptcy on December 1, and his account was closed due to bankruptcyFingerhut reported Mr***’s account to the credit bureaus as closed due to Bankruptcy with a balance of zero If Mr*** logs onto Fingerhut.com to view his account, the account information is still visible because he has the right to review itWhen Mr*** attempted to place an order, he was directed to contact Fingerhut for more information about his account Please note we are required by law to retain all consumer information in a secured fashion for twenty-five monthsAs such, we are unable to remove Mr***’s information from our system as requestedNeither are we able to comply with Mr***’s request to reopen his account as his social security number is associated with an account that was closed due to his Chapter bankruptcy We have placed Mr*** on the Do Not Solicit listPlease allow four to six weeks to stop receiving all mailings as our mail lists are printed in advance The March 9, phone call with the bankruptcy department in which Mr*** makes reference to in his complaint was reviewedBased on our review of the call recording, the agent was professional and helpful in her interactionsThe agent attempted to contact a supervisor when Mr*** requested one, but no one was currently availableThe agent stated she would send an email for a Supervisor call back and Mr*** replied that he wanted to be called back within days or he would file a lawsuitThe call ended abruptly with the agent still on the line. According to our records, a supervisor’s attempts to contact Mr*** on Thursday, March 9, and Monday, March 13, were unsuccessfulThere is no record of Mr*** returning the calls According to an account review on March 17, 2017, Equifax, Experian and Trans Union are reporting Mr***’s account accurately as Closed at Grantor’s Request by reason of Chapter bankruptcy. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***’s Welcome PacketIt 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 Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/lg
Response is satisfactoryAdditional documentation to be provided
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.*** ** ***p.sI believe that Finger Hut's response here is a very honorable responseAnd I appreciate their honestyMy respect in this company has been restoredI certainly never wanted to cause the company any problemsIt's just that the mistake was simply not my fault, and just didn't feel that it was my responsibility to fix it
Initial Business Response /* (1000, 5, 2015/11/20) */
CONFIDENTIAL COMMUNICATION
November 20,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate an order was placed on May 6, for a McLeland Design 4" Full Gel Memory Foam Topper for a total of $including shipping and handlingWe have no record of Mr*** contacting us to advise he did not receive this item until November 11,
On February 2, 2015, Mr*** placed an order for a Life Trak RBrite Fitness Watch/Activity TrackerOn February 9, 2015, Mr*** contacted us to advise he had received the Life Trak Core CActivity TrackerOn February 9, we sent a replacement order for the correct Life Trak RBrite Fitness Watch/Activity Tracker at no additional cost, to replace the incorrect item he receivedWe have no record of MrWalberg contacting us to advise he did not receive the replacement order we sent until November 11,
On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their accountThe 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 regardIt states, in part:
"You must contact us within days after the error appeared on your statementYou must notify us of any potential errors in writingYou 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 questionWhile 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 amountBut, 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
To further assist Mr*** with the items he did not receive, we will require a police report to be filed and a copy sent to usTo expedite, Mr*** may fax the required document to: ***, Attn: Becky or via regular mail to: *** StCloud, MN Once received we will investigate further
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I haven't received statements in well over a year, I don't know why the company is lying about not receiving my complaintsI reject this response and stand by my original complaintFurthermore if the company insists on refusing to refund, I would like proof of delivery showing my confirmed signature for both deliveriesAlso if they insist on using mailed statements as a defense I would also like proof of delivery of statements
Final Consumer Response /* (4200, 15, 2016/01/07) */
I contacted the company about the orders when I had not received them, they said they would need police reports, which I provided them but I haven't heard anything more from them since
Final Business Response /* (4000, 17, 2016/01/15) */
CONFIDENTIAL COMMUNICATION
January 14,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate we have not received any police report(s) for the Memory Foam Topper or the Activity Tracker Fitness WatchAs stated previously, our investigation cannot be completed without receiving the police report for the merchandise Mr*** states he did not receive
Until such time we respectfully consider this matter closed
Thank you for allowing us to assist and explain
Sincerely,
Vi ***
Executive Care Team
VF/bw
Revdex.com: THEY STILL NEED TO CORRECT ALL CREDIT BUREAUS PAID IN FULL NEVER LATE!
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I am rejecting this response because: On March 9th I sent the affidavit in for this to be investigated via email to Gettington per Gettingtons requestEmail went to Thier customer service email at 11.43am my time.I have also tried to log into my account and change the mailing address and they have placed blocks on the account so I can not change the mailing address to my current address since This whole situation is the fault of Gettington because when I placed my order I made sure my current mailing address was on the order and their website obviously failed to correct it and defaulted back to my old mailing addressI would like this to be corrected ASAP as this has damaged my credit score significantly
I am rejecting this response because:Fingerhut is suggesting in their response that they are willing resolve this complaint via email, although as of yet I have not received an email from them offering a resolution. I have attempted to resolve this issue with Fingerhut via email TWICE. Both times I was met with the response to contact them via telephone. I do not possess an active home phone or a cell phone, and my employer allows EMERGENCY PHONE CALLS to family members ONLY. Despite the message from Fingerhut via Revdex.com offering to resolve the issue via email, they have NOT contacted me to resolve the issue via email and I have not been able to reach a representative via chat service on their website. I have attached printed scans of the previous two emails from Fingerhut in response to my requests to contact me via email to reach a resolution. My response to the resolution offered by Fingerhut on behalf of Revdex.com is NOT to reject an offer to resolve the issue via email. I resent their attempt to trap me into rejecting their offer of resolution via email. Clearly I have made several attempts to do so. Fingerhut has made NO EFFORT to resolve the issue via email, so therefore my desired resolution is a FULL REFUND OF MY PURCHASE PRICE PLUS ANY ASSOCIATED SHIPPING COSTS.Thank you, *** ***
CONFIDENTIAL COMMUNICATIONMay 26, 2016Revdex.com of Minnesota #***Attn: Ms*** ***SRiver Ridge CircleBurnsville, MN 55337Re: Mr*** ***Case #: *** Dear Ms***,I am writing in response to a second inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut credit account ending in ***.Mr*** states that his WebBank/Fingerhut credit account was not included in his bankruptcy and should not be reporting negativelyMr*** further states that WebBank/ Fingerhut is entitled to close an account and report as “Closed by Creditor” because the account was never delinquent as no orders were ever placed on this accountMr***’s desired resolution to remove the derogatory remarks from his credit report.As stated in our initial response, a WebBank/Fingerhut credit account ending *** was opened when an application for credit was processed online July 13, in the name *** A***According to public record, Mr*** filed Chapter bankruptcy on August 24, The court had notified all of Mr***’s creditors that he filed Chapter bankruptcy regardless if Mr*** had included the accounts or notFingerhut was notified by the courts and updated Mr***’s account to Closed due to Bankruptcy on November 1, 2010.On March 28, 2013, Mr*** attempted to order a Scosche iPad Black Leather Textured Folio Case using the first Fingerhut credit account ending in ***The order was cancelled as the account was previously closed due to BankruptcyOur records indicate a second credit application was received on March 28, 2013, with Mr***’s name which was approved for a Fingerhut FreshStart Installment Loan account ending in *** upon receipt of a $down paymentAn order was placed online the same day for a Scosche iPad Black Leather Textured Folio CaseOn June 9, 2013, Mr*** graduated into a second WebBank/Fingerhut credit account ending in An order was placed for a Honeywell True HEPA Quietcare Air Purifier with a year Service PlanAccording to public record, Mr***’s bankruptcy was discharged on January 21, and the case was closed on April 1, 2016.Based on an account review on May 11, 2016, Equifax, Experian and Trans Union are reporting Mr***’s account ending in *** accurately as Closed Due to Chapter Bankruptcy with a zero balance and past dueIn order to ensure all bureaus are reporting the same, an electronic update was sent to the bureaus to update the Date of Account Information to August 24, (Ref: ***)The bureaus are also accurately reporting the Fingerhut FreshStart Installment Loan account ending in *** and second Fingerhut credit account ending in *** as ‘paid and closed with a zero balance’ and ‘current with a zero balance’, respectively.We cannot revise any additional information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***’s Welcome PacketIt states:“If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.”Conversely, accounts that are in good standing will be reported as well.If Mr*** still has questions about his account regarding what has or has not been reported to the credit bureaus, he may contact Fingerhut by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time.Thank you for allowing us to explain.Sincerely,Kari ***Executive Care TeamKD/sjj
I am rejecting this response because:
I was never told that it would continue to accrue interest and late paymentsIf the records and notes are made on my account, am I not entitles to see those records? They are regarding my account