CONFIDENTIAL COMMUNICATION December 29, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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 packageWhen Mr [redacted] attempted to use the item he heard a clicking noise coming from the fanWhen he contacted us to resolve the issue he was advised no returns or exchanges would be allowedMr [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, and per the UPS tracking information the package was delivered on September 29, at 3:PMWe have no record of Mr [redacted] contacting us to advise he received the item damaged until he contacted us via chat on November 29, 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 day return policy timeframe, we will allow Mr [redacted] to return the item for an exchange or creditMr [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.comWe 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 exchangePlease allow up to 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:AM – 8:PM CT Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION June 10, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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] ’s inquiry states that after purchasing a Fitbit Flex he was unable to activate it through Fitbit since Fingerhut is not an authorized seller of Fitbit productsMr [redacted] also requests credit for the original shipping and handling charges and the return shipping fee, for his Fingerhut account to be closed and to no longer have a balance owing with Fingerhut Our records indicate Mr [redacted] placed an order on April 28, on our website for a Fitbit Flex Wireless Activity and Sleep WristbandThe total including shipping and handling was $ On May 6, Mr [redacted] contacted us via chat and advised us he would be returning the item as he was advised it is counterfeitPlease understand, like many retailers, we buy some of our new, factory fresh products from authorized distributors instead of direct from the manufacturerAs a result, we handle the warranty and service needs directly for our customers On May 17, we received the return of the Fitbit and credit was issued to Mr [redacted] ’s account in the amount of $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 days after date of purchaseReturns will not be accepted for credit after daysIf you have any problems with a product, please check the manufacturer’s warrantyFingerhut provides a convenient prepaid return label service for most productsYou 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 ServicePre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accountsContact Customer Service for help with your return There is no upfront fee when using the return labelThere is no fee for using the return label if you received a damaged of defective product or in the case of a shipping errorThe final determination of product condition is subject to our inspectionReturn fees not covered by Fingerhut will be deducted from your credit based on the weight of the packageThe original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error The reason Mr [redacted] selected on the return reason form was “Not as described/pictured,” which we consider a non-qualifying reason Therefore, the original shipping and handling of $and the return shipping fee of $was not credited On May 31, 2016, Mr [redacted] contacted us by phone and the agent issued credit for the original shipping and handling and the return shipping feeThe credit appears on Mr [redacted] ’s June 1, billing statementA late fee of $was assessed to Mr [redacted] ’s account prior to the credit being issued for the shipping and handling feesWe have issued credit for the late feeThis credit will appear on Mr [redacted] ’s July 1, billing statementThere is no remaining balance on his account as of the date of this letterAdditionally, Mr [redacted] ’s account was closed per his request on May 6, 2016.Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: As I stated before Finger hut is who I order my merchandise from, I was not informed of safe line insurance nor did I agree to any term or condition of this insurance benefits I was not aware of the insurance being charge to me and because of my disabilities I do not need any of the benefits being offeredso no I did not contact safe line in the beginningbecause finger hut is who I was dealing with and who was charging my account for the moneyThe fact is I inform finger hut to remove these charges from my account in July which they refuse to duethis money should be return to me or used as I request the payment toward the balance in December and no I will not pay the late fees charges for money being return because of illegal business practiceand no I did not filed for benefits because I was denied
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ CONFIDENTIAL COMMUNICATION June 17, Revdex.com of Minnesota Attn: [redacted] SRiver Ridge Circle Burnsville, MN Re: Mr [redacted] Case #: [redacted] Dear Ms [redacted] , I am writing in response to an inquiry received from your office on behalf of Mr [redacted] regarding his WebBank/Fingerhut Credit Account Mr [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit reportMr [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees According to our records, on October 11, 2013, Mr [redacted] set up electronic payments to process for the monthly minimum amount due from October 13, to December 13, These payments were set up without an agent's assistance on the Fingerhut website On January 8, a letter reminding Mr [redacted] to make a payment was mailed to the address he provided with this complaint Letters were also mailed to Mr [redacted] on January 20, 2015, February 3, and February 18, advising him to contact Fingerhut to make a payment Mr [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed According to the call log for phone number 817-793-associated with Mr***'s account, Fingerhut made numerous attempts to reach Mr [redacted] between January 19, and February 25, but we were unsuccessful in speaking with Mr*** On February 26, 2015, Mr [redacted] made a payment for $on the Fingerhut.com website which brought his account currentUnfortunately, his account was reported as thirty days late to the credit bureaus on February 17, because no payment had been received since December 13, 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 your 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 As a courtesy, a $late fee charged to Mr [redacted] on February 13, was credited to his accountThis credit will be visible on his June 17, statement Thank you for the opportunity to explain Sincerely, [redacted] Executive Care Team KD/lg Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept these terms, because I feel like the biggest problem was not addressedYes I set up automatic payments for my account to be deducted for actually over a yearThe major problem is that I was not sent out any notification that my automatic payment expiredIf I would have been informed of this, I would have renewed it, thus causing me not fall behind on my paymentMy account has always been paid automaticallyI would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset withI have been a loyal customer who has ALWAYS made my payments on timeUntil that is, my automatic payments expiredAutomatic payments should not expire unless the customer has a change in account information or just volunteer to stop the paymentsIf I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustmentsFurthermore, I did not receive any messages from fingerhut concerning my billI did receive numerous phone calls about my credit limit being increasedAs a business, you have an obligation to make sure that your customers are informed about expiring automatic paymentsIf you would like your customers to stay in good standingBy not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying itemsI am so disappointed that the main issue was not addressedWhat do you do to remind customers that their automatic payments expire? The $dollar credit was not a satisfactory settlementThis has cost me thousands with my credit cards and over a hundred points with my credit scoreI am wondering how many other people this as effected in the same way Final Business Response / [redacted] (4000, 9, 2015/06/29) */ CONFIDENTIAL COMMUNICATION June 25, Revdex.com of Minnesota Attn: [redacted] SRiver Ridge Circle Burnsville, MN Re: Mr [redacted] Case #: [redacted] Dear Ms [redacted] , We are responding to a second inquiry received from your office regarding Mr [redacted] ***'s WebBank/Fingerhut credit account In Mr***'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr*** Letters o Five letters mailed between January 8, and February 28, Monthly Statements o Sent electronically until December 17, o Mailed on January 17, and February 17, o Sent electronically on March 17, to current Phone calls o Contact was attempted on January 15, and January 16, o Forty seven outbound calls were attempted between January 19, and February 25, Please note that Mr [redacted] had access to review his account online as well Fingerhut's goal is to provide professional customer service in all interactionsWe apologize if we have fallen short of Mr***'s expectations Sincerely, [redacted] Executive Care Team KD/sjj
CONFIDENTIAL COMMUNICATION August 25, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] – [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms [redacted] states she purchased a computer with a warranty from Fingerhut in April that is no longer workingShe contacted Dell to have the computer repaired and it only worked for a brief periodShe would like to have the computer replaced being she is still paying for the item Our records indicate Ms [redacted] purchased a Dell Inspiron 23.8" Full HD Windows All-in-One Desktop Computer with a Year Service Plan on April 9, On August 4, Ms [redacted] contacted Fingerhut stating the computer she purchased was no longer working properlyMs [redacted] was advised all product concerns would need to be handled by the manufacturer, Dell, as the merchandise was still covered under Dell’s manufacturer warranty Ms [redacted] contacted Fingerhut on August 8, stating Dell had tried to fix the computer, but it was still not working properly As a goodwill gesture to Ms [redacted] we will be shipping her a new Dell Inspiron 23.8" Full HD Windows All-in-One Desktop ComputerThis order was placed on August 24, and has an expected delivery date of September 2, For future reference Ms [redacted] should be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within days of receiptAfter days, we will no longer grant an exchange or issue a refundShipping and handling charges are nonrefundableComputers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash priceAfter that time we can no longer grant exchanges or accept returnsOther product concerns must be handled under the manufacturers’ warrantySoftware and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intactExchanges are permitted for the identical product only.” If Ms [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard TimeThank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION April 20, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] – [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the further inquiry we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Per our Mobile Device Return Policy, only damaged or defective devices can be exchanged for an identical device on phonesOnce shipped, mobile devices cannot be returned for creditThis information is found in our return policy as well as being listed directly under the description for this specific itemCustomer Satisfaction is a top priority and while we sympathize with Ms [redacted] ’s situation, the policy is being applied the same for Ms [redacted] as it would for any customer with similar circumstances As stated previously, we cannot accept the return of the phone and no credit will be issuedMs [redacted] is responsible for the remaining balance on her accountOn April 1, we revoked consent to call on the phone numbers currently associated with Ms [redacted] ’s account ###-###-#### per her requestMs [redacted] will no longer receive collection calls As we have provided Ms [redacted] with all the information available to us, we respectfully consider this matter closed Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION November 25, Revdex.com of Minnesota Attn: Ms [redacted] SRiver Ridge Circle Burnsville, MN Re: [redacted] Case #: [redacted] Dear Ms [redacted] , I am writing in response to an inquiry received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut credit account Mr [redacted] states he told Fingerhut his payment would be a day or two late, but he would be paying the remaining balance of $Mr [redacted] further states when he called to make the payment, he was told the balance was now $Mr [redacted] states he will not be doing any more business with Fingerhut and is requesting a full refund of all the extra charges According to our records, the balance reflected on the October 17, statement was $As the minimum payment of $was not received by the due date on November 13, 2016, Mr [redacted] was charged a $late feeThis charge brought the account balance to $ On November 14, 2016, Mr [redacted] made a payment in the amount of $which brought his account balance to zeroThis balance is reflected on Mr [redacted] ’ November 17, statement As a courtesy, on November 22, 2016, Fingerhut issued a credit for the $late fee charged to Mr [redacted] ’ account on November 13, Although already applied to the account, the credit will reflect on a future monthly billing statement for Mr [redacted] ’ records Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordinglyWe apologize if we have fallen short of Mr [redacted] ’ expectations If we can be of further assistance, Mr [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST Thank you for allowing us to explain Sincerely, Kari [redacted] Executive Care Team KD/lg
RevDex.com: I have reviewed the response... made by the business in reference to complaint ID [redacted] , and find that this resolution ( if credit is applied to Fingerhut account) is satisfactory since I will need to go elsewhere to have the ring repaired. Thank you for allowing me to explain my situation with Fingerhut. [redacted] ***
CONFIDENTIAL COMMUNICATION August 5, 2016 RevDex.com of Minnesota Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted] , I am writing in response to an additional inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states she does not agree with her previous balance of $2,994.59 and believes it should be lower if she received credit for two late fees. Ms. [redacted] also states that she will continue to make payments of $152.00 on the third of each month per the arrangements she made with an agent on June 20, 2016. Ms. [redacted] ’s desired resolution is for her account to be current by October 2016 and to resume her regular minimum monthly payments. As of August 4, 2016, the balance on Ms. [redacted] ’s account is $2,843.57. Two late fees of $27.00 and $37.00 were credited to Ms. [redacted] ’s account on July 18, 2016 and July 27, 2016, respectively. $62.84 in interest fees were charged to Ms. [redacted] ’s account when it cycled on July 22, 2016. A payment for $151.02 was received on August 3, 2016. Please refer to the enclosed account activity statement. As stated in our previous response, we returned Ms. [redacted] ’s account back to a current status. On July 27, 2016, the minimum payment on Ms. [redacted] ’s account was reduced from $302.12 to $0.00. As her account is now current, Ms. [redacted] should pay according to her monthly statement when making her payment for September 2016. If we can be of further assistance, please contact the Executive Care Team at ###-###-#### Monday through Friday 8am to 4:30pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Enclosure
CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Ms [redacted] Case # [redacted] Dear Ms [redacted] , We are writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists As of November 15, 2016, we have removed Ms [redacted] from all our Family of Brands mailing and rental listsPlease be advised the catalogs are preprinted three months in advance, please allow to weeks for them to discontinue If Ms [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time Thank you for allowing us to explain Sincerely, Denise [redacted] Executive Care Team
I am rejecting this response because: While I appreciate that I got a response I must state that it is unacceptable because it has taken almost two weeks and only one of the two issues was addressedWhile waiting on a response I went out and bought a new mattress and box springsIt is true that Pilot showed up at my home to deliver the mattress I had ordered, this I was not expecting as I had not been contacted by anyone except for Pilot (on the day of delivery) since this whole mess started.Today, June 2016, I contacted Fingerhut customer service to cancel the replacement mattressIf it shows up anyway I'll just return it and that will hopefully be the end of thatI also inquired about the air conditioner and the "investigation" that was to take place after sending in an affidavitI was told that there was no information available beyond it having been delivered (to the incorrect address) and that my affidavit had not been receivedI have sent another affidavit as of today, and I have been told that a note would be placed on my account that it is "a concern of mine" on whether or not they get itI will be following up on it tomorrow to ensure that it arrived.I am quite displeased with Fingerhut by nowAt this point I just want the a/c unit or a refundI don't think that is too much to ask
CONFIDENTIAL COMMUNICATION March 7, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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 his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth GAndroid Tablet on September 15, We regret to learn of the problems Mr [redacted] has experienced with the tablet We agree that, for additional warranty coverage on the tablet, Mr [redacted] also purchased a 2-Year Extended Service Plan (ESP)The ESP provider is National Extended Warranty (NEW)Records show that on December 1, 2014, Mr [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us We next received an email from Mr [redacted] on January 3, in which he requested NEW's contact information, and we replied on the same date with the appropriate contact detailsThis information was again sent to Mr [redacted] on February 25, in response to the email he sent on the same date We recently contacted NEW for any records they might have relating to this issueThey advised they have no contact records associated with the contract number for Mr***'s 2-Year ESP (which was included in our emails)It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr [redacted] contacted themAs a reminder, the correct contract number for this plan is [redacted] Mr [redacted] states he was withholding payment because of the issue with the tabletHowever, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account Our records show that Mr***'s account moved to a charge-off status ($balance) on December 4, after going unpaid for an extended time periodIt was then sold to Jefferson Capital on December 31, in accordance with the terms of the contract agreementMr [redacted] should continue to work directly with Jefferson ( [redacted] ) regarding the unpaid debt as they are the legal owner of the account For further assistance with the tablet, Mr [redacted] can contact NEW at [redacted] as he is still within his coverage periodThank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 12, Revdex.com of Minnesota Attn: [redacted] SRiver Ridge Circle Burnsville, MN Re: [redacted] Case #: [redacted] Dear Ms [redacted] , I am writing in response to an inquiry received from your office on behalf of Ms [redacted] regarding her WebBank/Fingerhut Credit Account Ms [redacted] states her mother opened a WebBank/Fingerhut account in her name, made no payments and the account was sold to [redacted] Ms [redacted] states she paid [redacted] and has received written confirmation the bill is paid Ms [redacted] further states she contacted Fingerhut requesting that they update their website to show the bill was paid, but was told there was no documentation that would make Fingerhut update the website or her credit report Ms [redacted] also states she is not eligible for another Fingerhut accountMs [redacted] is requesting to have her Fingerhut account report as paid or to have it deleted from her credit report According to our research, an application for credit was processed online May 5, in the name [redacted] ***Ms [redacted] was approved with a credit limit of $ Three orders were placed on May 5, 2014, May 14, and May 19, The merchandise was shipped to the same address as provided on the application No payments were received on this accountThe account charged off on December 12, with an unpaid balance of $The account was sold to [redacted] on January 15, at which time Fingerhut reported the account to the credit bureaus as “Purchased by Another Lender” with a balance and past due of zero If Ms [redacted] logs onto Fingerhut.com to view her account, the account information is still visible as Ms [redacted] has the right to review itThe balance of $is accurate as that was the balance at the time the account was sold Because Ms***’s account charged off and was sold, at this time, she is not eligible for another Fingerhut credit account According to an account review on August 9, 2016, Equifax and Experian are reporting Ms***’s account accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zeroA representative at Trans Union confirmed that they have deleted the Fingerhut trade line 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 Ms***’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 Ms [redacted] has further questions regarding her account, [redacted] can be reached directly at ###-###-#### Thank you for allowing us to assist and explain Sincerely, Kari [redacted] Executive Care Team KD/lg
I am rejecting this response because: I should not be penalized for the mistakes of their employeesNot only have they not issued credit as promised, they've also kept the items so I'm out the money and the productsThis needs to be correctedI have notified the attorney general of this issue as well
CONFIDENTIAL COMMUNICATION May 27, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN 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/Gettington Credit AccountMr [redacted] states that he recently found out about this Gettington account in his nameHe believes someone used his address and social security number to open this accountHe asserts that one of our representatives gave him the name of this person, and that he does not know this personHe also claims that he has tried calling us by leaving several voicemails, but we have not returned his calls Mr [redacted] is pursuing to confirm this fraudulent account is closed and that there have not been any further purchasesHe requests a correction on his credit reportOur records indicate on August 26, an account was applied for using Mr [redacted] ’s personal information via the web and on that same day an order was placed for a Fisher Price Octonauts Barnacles’ Booster Jet PackThis item was to be shipped to Demorest RdGrove City, OH 43123.This item was delivered via UPS (surepost) at 9:AM on September 2, using the tracking number [redacted] On February 10, we sent Mr [redacted] an affidavit for the unordered merchandiseWe have not yet received the affidavit back from himWe attempted to call Mr [redacted] (at ####-###-####) on February 26, and again on April 11, in response to voicemails he had left for usWe left messages on both occasionsUnauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAs Mr [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Fraud DepartmentThey have instructed that a police report, as well as the returned affidavit, is required to complete the investigationAs we understand the urgency of the situation, Mr [redacted] may expedite this process by faxing the required affidavit and police report to ###-###-#### Attn: Executive Care Team/Jessica or mail the documents to [redacted] StCloud, MN If Mr [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case numberOnce received, we will be able to further investigate his claimIf Mr [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CSTMr [redacted] ’s account has been marked with a verification hold, which will prevent further purchases on the account until the issue is resolvedOnce the affidavit and police report are received, we would be able to close the account for fraud, and send a request to remove any inquiries or trades from his credit bureau report A letter will be sent to Mr [redacted] at that time notifying him of the actions takenThank you for allowing us to explainSincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION August 24, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms [redacted] states that she has been attempting to purchase couples rings for herself and her fiancé, and that on multiple occasions she received the incorrect size for her fiancé’s ring Our records indicate Ms [redacted] first ordered the Stainless Steel Personalized Spinner Band on May 30, In our system, the size for the ring is an We reviewed the phone call between Ms [redacted] and our representative, and can confirm that when the agent asked what size she wanted this ring in, Ms [redacted] responded with ‘size 8’ The return of that item was received on June 17, Credit was not initially issued because the item was personalized, and under our return policy, personalized items can only be returned for an exchangeAn exception was made to credit this ring by one of our supervisors on August 3, On June 22, 2016, Ms [redacted] spoke with a representative and another ring was ordered on Ms [redacted] ’s account, this time in a size Records on the account indicated that during this call Ms [redacted] told the representative that she had requested a size when she originally placed the order, but the original representative incorrectly placed the order for a size This item was returned on July 21, On August 3, 2016, a new order was set up for the ring in a size 11, and sent at no charge We have emailed Ms [redacted] to find out if she has indeed received the correct size ring, but have not yet heard back from herIf she has not received the correct ring, we would appreciate her emailing us back at [email protected] and letting us know If Ms [redacted] has any questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Tea
CONFIDENTIAL COMMUNICATION May 11, RevDex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN 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 In Ms [redacted] ’s complaint, she states she placed an order for a digital camera on February 18, 2017, and received it around March 18, Ms [redacted] did not use the item until the last week of March through the first week of AprilWhen informed, customer service stated the item had passed the day return policy and was returning the item to Ms [redacted] After reviewing Ms [redacted] ’s account, we show Ms [redacted] placed an order on February 18, for the Polaroid Camera BundleTracking shows, the item was delivered to Ms [redacted] on February 28, Ms [redacted] contacted us on April 28, by email stating the item was not working correctly and that she returned the item for a refundWe received her return item on May 1, Because the item was returned to us after our day home trial period, the item is being returned to Ms [redacted] We shipped the item back to her on May 5, She can expect to receive the item within days and can track the package by using the tracking number # [redacted] at http://www.fedex.com/us The camera has a limited manufacturer warranty with itWe recommend Ms [redacted] contact Polaroid at ###-###-#### for further assistance with the itemPlease see attachment for further details Sincerely, Vi ***Executive Care Team VF/AH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me at this timeIf I continue to have problems with this product I will still like o return it because I do not want to ever deal with them again
CONFIDENTIAL COMMUNICATION December 29, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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 packageWhen Mr [redacted] attempted to use the item he heard a clicking noise coming from the fanWhen he contacted us to resolve the issue he was advised no returns or exchanges would be allowedMr [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, and per the UPS tracking information the package was delivered on September 29, at 3:PMWe have no record of Mr [redacted] contacting us to advise he received the item damaged until he contacted us via chat on November 29, 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 day return policy timeframe, we will allow Mr [redacted] to return the item for an exchange or creditMr [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.comWe 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 exchangePlease allow up to 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:AM – 8:PM CT Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION June 10, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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] ’s inquiry states that after purchasing a Fitbit Flex he was unable to activate it through Fitbit since Fingerhut is not an authorized seller of Fitbit productsMr [redacted] also requests credit for the original shipping and handling charges and the return shipping fee, for his Fingerhut account to be closed and to no longer have a balance owing with Fingerhut Our records indicate Mr [redacted] placed an order on April 28, on our website for a Fitbit Flex Wireless Activity and Sleep WristbandThe total including shipping and handling was $ On May 6, Mr [redacted] contacted us via chat and advised us he would be returning the item as he was advised it is counterfeitPlease understand, like many retailers, we buy some of our new, factory fresh products from authorized distributors instead of direct from the manufacturerAs a result, we handle the warranty and service needs directly for our customers On May 17, we received the return of the Fitbit and credit was issued to Mr [redacted] ’s account in the amount of $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 days after date of purchaseReturns will not be accepted for credit after daysIf you have any problems with a product, please check the manufacturer’s warrantyFingerhut provides a convenient prepaid return label service for most productsYou 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 ServicePre-paid return labels are not available for truck-ship items, oversized items, or Fingerhut FreshStart accountsContact Customer Service for help with your return There is no upfront fee when using the return labelThere is no fee for using the return label if you received a damaged of defective product or in the case of a shipping errorThe final determination of product condition is subject to our inspectionReturn fees not covered by Fingerhut will be deducted from your credit based on the weight of the packageThe original shipping and handling is nonrefundable if your item is not damaged or defective or in the case of a shipping error The reason Mr [redacted] selected on the return reason form was “Not as described/pictured,” which we consider a non-qualifying reason Therefore, the original shipping and handling of $and the return shipping fee of $was not credited On May 31, 2016, Mr [redacted] contacted us by phone and the agent issued credit for the original shipping and handling and the return shipping feeThe credit appears on Mr [redacted] ’s June 1, billing statementA late fee of $was assessed to Mr [redacted] ’s account prior to the credit being issued for the shipping and handling feesWe have issued credit for the late feeThis credit will appear on Mr [redacted] ’s July 1, billing statementThere is no remaining balance on his account as of the date of this letterAdditionally, Mr [redacted] ’s account was closed per his request on May 6, 2016.Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: As I stated before Finger hut is who I order my merchandise from, I was not informed of safe line insurance nor did I agree to any term or condition of this insurance benefits I was not aware of the insurance being charge to me and because of my disabilities I do not need any of the benefits being offeredso no I did not contact safe line in the beginningbecause finger hut is who I was dealing with and who was charging my account for the moneyThe fact is I inform finger hut to remove these charges from my account in July which they refuse to duethis money should be return to me or used as I request the payment toward the balance in December and no I will not pay the late fees charges for money being return because of illegal business practiceand no I did not filed for benefits because I was denied
Initial Business Response / [redacted] (1000, 5, 2015/06/18) */ CONFIDENTIAL COMMUNICATION June 17, Revdex.com of Minnesota Attn: [redacted] SRiver Ridge Circle Burnsville, MN Re: Mr [redacted] Case #: [redacted] Dear Ms [redacted] , I am writing in response to an inquiry received from your office on behalf of Mr [redacted] regarding his WebBank/Fingerhut Credit Account Mr [redacted] states that his electronic payments expired and Fingerhut's failure to notify him resulted in two late fees and a delinquent remark on his credit reportMr [redacted] is requesting that the delinquency be removed from his credit report and to receive a credit for the two late fees According to our records, on October 11, 2013, Mr [redacted] set up electronic payments to process for the monthly minimum amount due from October 13, to December 13, These payments were set up without an agent's assistance on the Fingerhut website On January 8, a letter reminding Mr [redacted] to make a payment was mailed to the address he provided with this complaint Letters were also mailed to Mr [redacted] on January 20, 2015, February 3, and February 18, advising him to contact Fingerhut to make a payment Mr [redacted] chose to have his monthly statements sent electronically to his email address each month, however, when his account is past due, a paper statement was mailed According to the call log for phone number 817-793-associated with Mr***'s account, Fingerhut made numerous attempts to reach Mr [redacted] between January 19, and February 25, but we were unsuccessful in speaking with Mr*** On February 26, 2015, Mr [redacted] made a payment for $on the Fingerhut.com website which brought his account currentUnfortunately, his account was reported as thirty days late to the credit bureaus on February 17, because no payment had been received since December 13, 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 your 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 As a courtesy, a $late fee charged to Mr [redacted] on February 13, was credited to his accountThis credit will be visible on his June 17, statement Thank you for the opportunity to explain Sincerely, [redacted] Executive Care Team KD/lg Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept these terms, because I feel like the biggest problem was not addressedYes I set up automatic payments for my account to be deducted for actually over a yearThe major problem is that I was not sent out any notification that my automatic payment expiredIf I would have been informed of this, I would have renewed it, thus causing me not fall behind on my paymentMy account has always been paid automaticallyI would like to know who is able to remember that who is able to remember (after over a year) that an automatic payment needs to be renewed? That is the lack of customer service and bad business practice that I most upset withI have been a loyal customer who has ALWAYS made my payments on timeUntil that is, my automatic payments expiredAutomatic payments should not expire unless the customer has a change in account information or just volunteer to stop the paymentsIf I had been given proper notification that my payments were no longer going to be deducted, I would have made the proper adjustmentsFurthermore, I did not receive any messages from fingerhut concerning my billI did receive numerous phone calls about my credit limit being increasedAs a business, you have an obligation to make sure that your customers are informed about expiring automatic paymentsIf you would like your customers to stay in good standingBy not sending out reminders to renew (especially after over a year), it seems to me this a way for your business to collect late fees, as well as effect your loyal customers credit scores so they will have to continue to rely on Fingerhut for buying itemsI am so disappointed that the main issue was not addressedWhat do you do to remind customers that their automatic payments expire? The $dollar credit was not a satisfactory settlementThis has cost me thousands with my credit cards and over a hundred points with my credit scoreI am wondering how many other people this as effected in the same way Final Business Response / [redacted] (4000, 9, 2015/06/29) */ CONFIDENTIAL COMMUNICATION June 25, Revdex.com of Minnesota Attn: [redacted] SRiver Ridge Circle Burnsville, MN Re: Mr [redacted] Case #: [redacted] Dear Ms [redacted] , We are responding to a second inquiry received from your office regarding Mr [redacted] ***'s WebBank/Fingerhut credit account In Mr***'s rebuttal, he states that no notification had been sent advising him that his automatic payments had expired Based on our records, we did make numerous written, electronic, and verbal attempts to contact Mr*** Letters o Five letters mailed between January 8, and February 28, Monthly Statements o Sent electronically until December 17, o Mailed on January 17, and February 17, o Sent electronically on March 17, to current Phone calls o Contact was attempted on January 15, and January 16, o Forty seven outbound calls were attempted between January 19, and February 25, Please note that Mr [redacted] had access to review his account online as well Fingerhut's goal is to provide professional customer service in all interactionsWe apologize if we have fallen short of Mr***'s expectations Sincerely, [redacted] Executive Care Team KD/sjj
CONFIDENTIAL COMMUNICATION August 25, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] – [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms [redacted] states she purchased a computer with a warranty from Fingerhut in April that is no longer workingShe contacted Dell to have the computer repaired and it only worked for a brief periodShe would like to have the computer replaced being she is still paying for the item Our records indicate Ms [redacted] purchased a Dell Inspiron 23.8" Full HD Windows All-in-One Desktop Computer with a Year Service Plan on April 9, On August 4, Ms [redacted] contacted Fingerhut stating the computer she purchased was no longer working properlyMs [redacted] was advised all product concerns would need to be handled by the manufacturer, Dell, as the merchandise was still covered under Dell’s manufacturer warranty Ms [redacted] contacted Fingerhut on August 8, stating Dell had tried to fix the computer, but it was still not working properly As a goodwill gesture to Ms [redacted] we will be shipping her a new Dell Inspiron 23.8" Full HD Windows All-in-One Desktop ComputerThis order was placed on August 24, and has an expected delivery date of September 2, For future reference Ms [redacted] should be aware of our return policy which states: “We will grant exchange or issue a credit for full cash price within days of receiptAfter days, we will no longer grant an exchange or issue a refundShipping and handling charges are nonrefundableComputers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash priceAfter that time we can no longer grant exchanges or accept returnsOther product concerns must be handled under the manufacturers’ warrantySoftware and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intactExchanges are permitted for the identical product only.” If Ms [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard TimeThank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION April 20, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] – [redacted] , [redacted] Dear Ms [redacted] , I am writing in response to the further inquiry we received from your office on behalf of Ms [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Per our Mobile Device Return Policy, only damaged or defective devices can be exchanged for an identical device on phonesOnce shipped, mobile devices cannot be returned for creditThis information is found in our return policy as well as being listed directly under the description for this specific itemCustomer Satisfaction is a top priority and while we sympathize with Ms [redacted] ’s situation, the policy is being applied the same for Ms [redacted] as it would for any customer with similar circumstances As stated previously, we cannot accept the return of the phone and no credit will be issuedMs [redacted] is responsible for the remaining balance on her accountOn April 1, we revoked consent to call on the phone numbers currently associated with Ms [redacted] ’s account ###-###-#### per her requestMs [redacted] will no longer receive collection calls As we have provided Ms [redacted] with all the information available to us, we respectfully consider this matter closed Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION November 25, Revdex.com of Minnesota Attn: Ms [redacted] SRiver Ridge Circle Burnsville, MN Re: [redacted] Case #: [redacted] Dear Ms [redacted] , I am writing in response to an inquiry received from your office on behalf of Mr [redacted] regarding a WebBank/Fingerhut credit account Mr [redacted] states he told Fingerhut his payment would be a day or two late, but he would be paying the remaining balance of $Mr [redacted] further states when he called to make the payment, he was told the balance was now $Mr [redacted] states he will not be doing any more business with Fingerhut and is requesting a full refund of all the extra charges According to our records, the balance reflected on the October 17, statement was $As the minimum payment of $was not received by the due date on November 13, 2016, Mr [redacted] was charged a $late feeThis charge brought the account balance to $ On November 14, 2016, Mr [redacted] made a payment in the amount of $which brought his account balance to zeroThis balance is reflected on Mr [redacted] ’ November 17, statement As a courtesy, on November 22, 2016, Fingerhut issued a credit for the $late fee charged to Mr [redacted] ’ account on November 13, Although already applied to the account, the credit will reflect on a future monthly billing statement for Mr [redacted] ’ records Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordinglyWe apologize if we have fallen short of Mr [redacted] ’ expectations If we can be of further assistance, Mr [redacted] may contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST Thank you for allowing us to explain Sincerely, Kari [redacted] Executive Care Team KD/lg
RevDex.com: I have reviewed the response... made by the business in reference to complaint ID [redacted] , and find that this resolution ( if credit is applied to Fingerhut account) is satisfactory since I will need to go elsewhere to have the ring repaired. Thank you for allowing me to explain my situation with Fingerhut. [redacted] ***
CONFIDENTIAL COMMUNICATION August 5, 2016 RevDex.com of Minnesota Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted] , I am writing in response to an additional inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states she does not agree with her previous balance of $2,994.59 and believes it should be lower if she received credit for two late fees. Ms. [redacted] also states that she will continue to make payments of $152.00 on the third of each month per the arrangements she made with an agent on June 20, 2016. Ms. [redacted] ’s desired resolution is for her account to be current by October 2016 and to resume her regular minimum monthly payments. As of August 4, 2016, the balance on Ms. [redacted] ’s account is $2,843.57. Two late fees of $27.00 and $37.00 were credited to Ms. [redacted] ’s account on July 18, 2016 and July 27, 2016, respectively. $62.84 in interest fees were charged to Ms. [redacted] ’s account when it cycled on July 22, 2016. A payment for $151.02 was received on August 3, 2016. Please refer to the enclosed account activity statement. As stated in our previous response, we returned Ms. [redacted] ’s account back to a current status. On July 27, 2016, the minimum payment on Ms. [redacted] ’s account was reduced from $302.12 to $0.00. As her account is now current, Ms. [redacted] should pay according to her monthly statement when making her payment for September 2016. If we can be of further assistance, please contact the Executive Care Team at ###-###-#### Monday through Friday 8am to 4:30pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/lg Enclosure
CONFIDENTIAL COMMUNICATION Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Ms [redacted] Case # [redacted] Dear Ms [redacted] , We are writing in response to the inquiry we received from your office on behalf of Ms [redacted] regarding receiving catalogs in the mail after requesting to be removed from the mailing lists As of November 15, 2016, we have removed Ms [redacted] from all our Family of Brands mailing and rental listsPlease be advised the catalogs are preprinted three months in advance, please allow to weeks for them to discontinue If Ms [redacted] has any further questions or concerns she may contact Customer Service at ###-###-####Their hours of operation are Monday-Saturday 9:00am-9:00pm Eastern Time Thank you for allowing us to explain Sincerely, Denise [redacted] Executive Care Team
***Corresponding document attached(fingerhut_2.PDF)
Attached is our response
I am rejecting this response because: While I appreciate that I got a response I must state that it is unacceptable because it has taken almost two weeks and only one of the two issues was addressedWhile waiting on a response I went out and bought a new mattress and box springsIt is true that Pilot showed up at my home to deliver the mattress I had ordered, this I was not expecting as I had not been contacted by anyone except for Pilot (on the day of delivery) since this whole mess started.Today, June 2016, I contacted Fingerhut customer service to cancel the replacement mattressIf it shows up anyway I'll just return it and that will hopefully be the end of thatI also inquired about the air conditioner and the "investigation" that was to take place after sending in an affidavitI was told that there was no information available beyond it having been delivered (to the incorrect address) and that my affidavit had not been receivedI have sent another affidavit as of today, and I have been told that a note would be placed on my account that it is "a concern of mine" on whether or not they get itI will be following up on it tomorrow to ensure that it arrived.I am quite displeased with Fingerhut by nowAt this point I just want the a/c unit or a refundI don't think that is too much to ask
CONFIDENTIAL COMMUNICATION March 7, # [redacted] Revdex.com of Minnesota Attn: [redacted] S River Ridge Circle Burnsville, MN 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 his WebBank/Fingerhut Advantage Credit Account purchase for a Trio Stealth GAndroid Tablet on September 15, We regret to learn of the problems Mr [redacted] has experienced with the tablet We agree that, for additional warranty coverage on the tablet, Mr [redacted] also purchased a 2-Year Extended Service Plan (ESP)The ESP provider is National Extended Warranty (NEW)Records show that on December 1, 2014, Mr [redacted] first notified us of an issue with the tablet, and the phone agent advised him to contact NEW, as our return policy's timeframe had passed and it could no longer be returned to us We next received an email from Mr [redacted] on January 3, in which he requested NEW's contact information, and we replied on the same date with the appropriate contact detailsThis information was again sent to Mr [redacted] on February 25, in response to the email he sent on the same date We recently contacted NEW for any records they might have relating to this issueThey advised they have no contact records associated with the contract number for Mr***'s 2-Year ESP (which was included in our emails)It is possible they were unable to locate his service plan if they were provided with an incorrect contract number when Mr [redacted] contacted themAs a reminder, the correct contract number for this plan is [redacted] Mr [redacted] states he was withholding payment because of the issue with the tabletHowever, this was not sufficient grounds for failing to make a payment, and he remained responsible to make the minimum amount due each month as stated in the terms of the contract he agreed to upon opening the account Our records show that Mr***'s account moved to a charge-off status ($balance) on December 4, after going unpaid for an extended time periodIt was then sold to Jefferson Capital on December 31, in accordance with the terms of the contract agreementMr [redacted] should continue to work directly with Jefferson ( [redacted] ) regarding the unpaid debt as they are the legal owner of the account For further assistance with the tablet, Mr [redacted] can contact NEW at [redacted] as he is still within his coverage periodThank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 12, Revdex.com of Minnesota Attn: [redacted] SRiver Ridge Circle Burnsville, MN Re: [redacted] Case #: [redacted] Dear Ms [redacted] , I am writing in response to an inquiry received from your office on behalf of Ms [redacted] regarding her WebBank/Fingerhut Credit Account Ms [redacted] states her mother opened a WebBank/Fingerhut account in her name, made no payments and the account was sold to [redacted] Ms [redacted] states she paid [redacted] and has received written confirmation the bill is paid Ms [redacted] further states she contacted Fingerhut requesting that they update their website to show the bill was paid, but was told there was no documentation that would make Fingerhut update the website or her credit report Ms [redacted] also states she is not eligible for another Fingerhut accountMs [redacted] is requesting to have her Fingerhut account report as paid or to have it deleted from her credit report According to our research, an application for credit was processed online May 5, in the name [redacted] ***Ms [redacted] was approved with a credit limit of $ Three orders were placed on May 5, 2014, May 14, and May 19, The merchandise was shipped to the same address as provided on the application No payments were received on this accountThe account charged off on December 12, with an unpaid balance of $The account was sold to [redacted] on January 15, at which time Fingerhut reported the account to the credit bureaus as “Purchased by Another Lender” with a balance and past due of zero If Ms [redacted] logs onto Fingerhut.com to view her account, the account information is still visible as Ms [redacted] has the right to review itThe balance of $is accurate as that was the balance at the time the account was sold Because Ms***’s account charged off and was sold, at this time, she is not eligible for another Fingerhut credit account According to an account review on August 9, 2016, Equifax and Experian are reporting Ms***’s account accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zeroA representative at Trans Union confirmed that they have deleted the Fingerhut trade line 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 Ms***’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 Ms [redacted] has further questions regarding her account, [redacted] can be reached directly at ###-###-#### Thank you for allowing us to assist and explain Sincerely, Kari [redacted] Executive Care Team KD/lg
I am rejecting this response because: I should not be penalized for the mistakes of their employeesNot only have they not issued credit as promised, they've also kept the items so I'm out the money and the productsThis needs to be correctedI have notified the attorney general of this issue as well
CONFIDENTIAL COMMUNICATION May 27, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN 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/Gettington Credit AccountMr [redacted] states that he recently found out about this Gettington account in his nameHe believes someone used his address and social security number to open this accountHe asserts that one of our representatives gave him the name of this person, and that he does not know this personHe also claims that he has tried calling us by leaving several voicemails, but we have not returned his calls Mr [redacted] is pursuing to confirm this fraudulent account is closed and that there have not been any further purchasesHe requests a correction on his credit reportOur records indicate on August 26, an account was applied for using Mr [redacted] ’s personal information via the web and on that same day an order was placed for a Fisher Price Octonauts Barnacles’ Booster Jet PackThis item was to be shipped to Demorest RdGrove City, OH 43123.This item was delivered via UPS (surepost) at 9:AM on September 2, using the tracking number [redacted] On February 10, we sent Mr [redacted] an affidavit for the unordered merchandiseWe have not yet received the affidavit back from himWe attempted to call Mr [redacted] (at ####-###-####) on February 26, and again on April 11, in response to voicemails he had left for usWe left messages on both occasionsUnauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claimAs Mr [redacted] denies authorizing the account matching his personally identifiable information, we referred this matter to our Fraud DepartmentThey have instructed that a police report, as well as the returned affidavit, is required to complete the investigationAs we understand the urgency of the situation, Mr [redacted] may expedite this process by faxing the required affidavit and police report to ###-###-#### Attn: Executive Care Team/Jessica or mail the documents to [redacted] StCloud, MN If Mr [redacted] is unable to provide a police report, he may supply the name of the agency, officer’s name, badge number, and the case numberOnce received, we will be able to further investigate his claimIf Mr [redacted] has any questions regarding this process, he may contact our Fraud Department at ###-###-####, Monday through Friday between 8:00am and 4:30pm CSTMr [redacted] ’s account has been marked with a verification hold, which will prevent further purchases on the account until the issue is resolvedOnce the affidavit and police report are received, we would be able to close the account for fraud, and send a request to remove any inquiries or trades from his credit bureau report A letter will be sent to Mr [redacted] at that time notifying him of the actions takenThank you for allowing us to explainSincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION August 24, Revdex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN Re: Case # [redacted] Dear Ms [redacted] , I am writing in response to the inquiry we received from your office on behalf of [redacted] regarding a WebBank/Fingerhut Advantage Credit Account Ms [redacted] states that she has been attempting to purchase couples rings for herself and her fiancé, and that on multiple occasions she received the incorrect size for her fiancé’s ring Our records indicate Ms [redacted] first ordered the Stainless Steel Personalized Spinner Band on May 30, In our system, the size for the ring is an We reviewed the phone call between Ms [redacted] and our representative, and can confirm that when the agent asked what size she wanted this ring in, Ms [redacted] responded with ‘size 8’ The return of that item was received on June 17, Credit was not initially issued because the item was personalized, and under our return policy, personalized items can only be returned for an exchangeAn exception was made to credit this ring by one of our supervisors on August 3, On June 22, 2016, Ms [redacted] spoke with a representative and another ring was ordered on Ms [redacted] ’s account, this time in a size Records on the account indicated that during this call Ms [redacted] told the representative that she had requested a size when she originally placed the order, but the original representative incorrectly placed the order for a size This item was returned on July 21, On August 3, 2016, a new order was set up for the ring in a size 11, and sent at no charge We have emailed Ms [redacted] to find out if she has indeed received the correct size ring, but have not yet heard back from herIf she has not received the correct ring, we would appreciate her emailing us back at [email protected] and letting us know If Ms [redacted] has any questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time Thank you for allowing us to explain Sincerely, Vi [redacted] Executive Care Tea
CONFIDENTIAL COMMUNICATION May 11, RevDex.com of Minnesota # [redacted] Attn: [redacted] S River Ridge Circle Burnsville, MN 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 In Ms [redacted] ’s complaint, she states she placed an order for a digital camera on February 18, 2017, and received it around March 18, Ms [redacted] did not use the item until the last week of March through the first week of AprilWhen informed, customer service stated the item had passed the day return policy and was returning the item to Ms [redacted] After reviewing Ms [redacted] ’s account, we show Ms [redacted] placed an order on February 18, for the Polaroid Camera BundleTracking shows, the item was delivered to Ms [redacted] on February 28, Ms [redacted] contacted us on April 28, by email stating the item was not working correctly and that she returned the item for a refundWe received her return item on May 1, Because the item was returned to us after our day home trial period, the item is being returned to Ms [redacted] We shipped the item back to her on May 5, She can expect to receive the item within days and can track the package by using the tracking number # [redacted] at http://www.fedex.com/us The camera has a limited manufacturer warranty with itWe recommend Ms [redacted] contact Polaroid at ###-###-#### for further assistance with the itemPlease see attachment for further details Sincerely, Vi ***Executive Care Team VF/AH
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me at this timeIf I continue to have problems with this product I will still like o return it because I do not want to ever deal with them again