Please see the attached response and supporting documentation.Dear Madam or Sir: We are in receipt of the follow-up complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 24, 2017. In the complaint Mr. [redacted] states the following: ? DFS’ billing and advertising communications were misleading. ? He reiterates that he was under the impression that he was signed up for a no interest, 12 month payment plan and was assured no interest would be charged. ? He also states that several laws were violated due to information such as the minimum payment warning not being displayed in a proper manner on the billing statement and DFS website. ? He again demands that all interest charges be removed. We regret that Mr. [redacted] misunderstood the terms of the promotion as well as the terms of the Dell Preferred Account (“DPA”). Again, please note that DFS mailed the terms of the credit agreement to which Mr. [redacted] agreed to him within 48 hours of opening the account. At the time of purchase Mr. [redacted] was advised that his purchase qualified for a promotional financing feature of no interest if paid in full within 12 months. If Mr. [redacted] did not understand or agree to the terms of the DPA or the terms of the promotion he had the right to reject the credit agreement. Again, Mr. [redacted] did not contact us to reject the DPA credit agreement. As previously stated, Mr. [redacted] signed up for paperless billing on July 10, 2014 and since that time he was not mailed statements, they were available for viewing online each month. Please understand that DFS does not email statements to customers enrolled in paperless billing, rather a notification is emailed advising that their statement is available for viewing. Regarding the minimum payment warning, please note that this is in fact located in a prominent location at the top of each billing statement. Included with the minimum payment warning is an example listing how long it will take the customer to pay off the account and how much they will end up paying if they make the minimum payment each month. Furthermore, we previously advised that on each monthly billing statement during the promotional period DFS listed the promotional credit plan along with the expiration date and accrued interest. We ask that Mr. [redacted] reference our initial response for this information. Again, the DPA terms and conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion Page 2 period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. We must once again decline to refund any further interest to Mr. [redacted] as all fees assessed to his account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. Regarding the issues Mr. [redacted] raises about the Dell products and information security we would need to direct him to Dell to address those concerns. Mr. [redacted] may reach Dell customer support at [redacted]-[redacted]-[redacted]. We hope this letter explains and resolves this matter with finality. Included with our response are the DPA terms and conditions along with Mr. [redacted]’s first billing statement as well as the last billing statement prior to the expiration of his promotion, and the first statement after. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I tried to setup a payment before the 69$. The 69$ was sent after recieving an email about the payment being late. However, I had set a payment up previously.Also this responce is incorrect I was charged 49$ in total for the late fees not just $25.Dell has the right to not assist me with this error. But I wont accept such an unethical response. I pay my bills on time, ut is not my fault they did not get the payment I set up for what ever reason.
Regards,
[redacted]
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.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that his online Dell Financial Services (“DFS”) profile...
is locked, and upon contacting customer care he was unable to have it unlocked. We regret any inconvenience Mr. [redacted] may have experienced as a result of this issue. Please understand that Mr. [redacted]’s online DFS profile was locked on April 25, 2016 when he failed to correctly answer the security questions that he set up on his profile. Please note that for security purposes, once an online DFS profile is locked the customer must contact DFS and verify security information on an account in order to unlock the profile. The customer may do this by speaking to one of our customer service representatives or through our automated phone system. Our verification process, which is outlined in our policies and procedures, is in place to prevent possible fraud claims. If a customer refuses to verify their account or does not provide the correct information, our agents are instructed not to provide account specific information. A customer would still have the option to make a payment. Records indicate that Mr. [redacted]’s online DFS profile was unlocked on May 10, 2016 when he verified the necessary information through our automated phone system. Please note that there is only record of one prior contact from Mr. [redacted] to DFS customer care regarding this issue, which was on April 26, 2016, and it appears that the customer service agents with whom he spoke conducted themselves professionally. There is no record of Mr. [redacted]’s online profile being locked last month or any contact from Mr. [redacted] to DFS customer care at that time. The previous instance in which Mr. [redacted]’s online profile was locked was in December 2015, at which point he contacted customer care, verified the security info and had his profile unlocked. In regard to Mr. [redacted]’s statement that he signed up for paperless billing, please note that he has been enrolled in paperless billing since February 5, 2013. Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Please be advised that Mr. [redacted] logged into his online DFS profile on May 10, 2016 and made a payment in the amount of $40.00 to bring his account current. As of the date of this letter, Mr. [redacted]’s account balance is $165.34. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states he was advised at the time of sale his warranty purchase would be...
placed on a no interest promotion, however his Dell Preferred Account (“DPA”) is being charged interest. Records indicate the current APR on Mr. [redacted]’s DPA is 21.49%. Mr. [redacted] placed orders with Dell for service contracts on April 22, 2016 in the amount of $310.94, and on May 6, 2016 in the amount of $157.29. Please understand special financing promotions are not offered on service contracts unless they are purchased along with a qualifying computer system. Mr. [redacted]’s purchases are therefore accruing interest at his standard interest rate. Dell does not have any available call recordings or notes that indicate Mr. [redacted] was misinformed at the time of purchase. In regard to Mr. [redacted]’s statement he called two months ago regarding his concern and has not heard back, we apologize but unfortunately a case was not opened per his request during the May 23, 2016 call with customer service. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. However, in an effort to ensure customer satisfaction we have processed a waiver of the $6.26 in interest charges that have been assessed to his DPA based on his April and May purchases thus far. We must respectfully decline to place his orders on a special financing promotion though. As of the date of this letter, Mr. [redacted]’s account balance is $853.20. Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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.
The information is not accurate with them trying to reach me between April 5th - April 10th and...
leaving several voicemails. As I have explained to DFS several times..... they were calling my wife's phone number and leaving her voicemails while she was out of town for business.I want to make this clear, that I have copies of phone records with all my attempts and conversations with DFS.In the end, I accept this response letter.
Regards,
[redacted]
Please see the attached response and supporting document. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states her Dell Preferred Account (“DPA”)...
has been debited and credited over the past year and she has not gotten any explanation as to why. Dell Financial Services (“DFS”) records indicate on October 20, 2015 Ms. [redacted] placed an order with Dell in the amount of $375.36. Ms. [redacted] returned this order to Dell, resulting in a full credit being processed on November 13, 2016. On December 30, 2015, after the credit had not yet posted to her DPA, she contacted DFS. The customer service representative at that time initiated the credit once again, however, failed to cancel the first credit already in place. This resulted in two credits of $375.36 posting to Ms. [redacted]’s account, one on January 5 and another on March 4, 2016. At the time of the March duplicate credit Ms. [redacted]’s DPA had a balance of $194.02, therefore the duplicate credit resulted in a credit balance of $181.34, to which a refund was processed in this amount on April 3, 2016. Research showed a refund check was not cashed by Ms. [redacted] therefore on October 17, 2016 the credit balance was reapplied to her DPA. On October 24, 2016 DFS realized the error in the duplicate credit from March and posted a debit adjustment to the DPA. Please be advised there is no evidence of fraudulent activity on Ms. [redacted]’s DPA, therefore no reason to issue a new DPA number. Furthermore there were no late fees or interest charges assessed to her DPA as a result of the duplicate credit and subsequent balance adjustment. All fees assessed to Ms. [redacted]’s DPA have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in an effort to ensure customer satisfaction DFS has processed a waiver of $60 as a courtesy to Ms. [redacted]. As of the date of this letter her DPA balance is $262.71. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Records indicate Ms. [redacted] contacted DFS on several occasions between March 29 and December 1, 2016 regarding her DPA balance and each time she was provided an explanation of the charges and subsequent account balance. In addition our records indicate several emails and letters were sent to Ms. [redacted] in response to her concern regarding the DPA balance. Please note on November 28, 2016 Ms. [redacted] was presented with an offer if she paid her account balance in full in three months any interest charges as a result of the balance would be waived. Ms. [redacted] is not obligated to accept this offer, this was merely a courtesy to help her avoid interest, after three months she would be responsible for interest charged to her DPA. Please note DFS has not reported any negative information to the credit bureaus regarding Ms. [redacted]’s DPA. While DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We are truly sorry for the inconvenience this matter may have caused to Ms. [redacted] and we thank her for bringing it to our attention. Please reference the attached account history listing all activity on Ms. [redacted]’s DPA. We hope this letter and attached documentation helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In their complaint the customer states they went online and filled out an application however did...
not agree to a purchase, yet a monitor was billed to their account. They state they have not received the product but they have received a letter stating that payment will begin to be withdrawn from their account for the purchase. Dell Financial Services (“DFS”) records indicate that on August 2, 2016 [redacted] applied and was qualified for a 48 month Installment Loan Account. The letter that the customer references was the contract for the account for which our records indicate the customer agreed to. The terms of the credit agreement were disclosed to [redacted] at the time they made the purchase. They provided a personal passcode for the contract to verify their acceptance of the contract terms. The installment loan contract states in part: You provided to us the personal pass code appearing at the end of this agreement (your “signature”) indicating your intention to accept the terms and conditions of this agreement pursuant to the method set out in paragraph (B) below; You have read the entire agreement and your acceptance of the terms and conditions of this agreement, without modification or qualification, will be sufficiently and definitively established and deemed to be communicated to and received by us one (1) business day after your receipt of this agreement (the “effective date”), unless you call us at ###-###-#### and state otherwise within such time, and shall thereafter be bound by the terms and conditions of this agreement. Your acceptance of this agreement will authorize us to advance funds to Dell to pay for your purchase of Dell products and extend a loan to you under the terms of this agreement. At the time of account opening a purchase in the amount of $1018.07 was placed on the account. This purchase was to be repaid in 48 months at $27.82 a month which was to be withdrawn automatically from the customer’s bank account each month. All monthly pre-authorized payments will be taken from the bank account that the customer provided to us in accordance with section 6 of the terms and conditions of the installment loan. In regard to the phone number the customer references on the contract as being invalid, please note that the phone number itself is valid however extension “0” is not. We apologize for any inconvenience. Please be advised that our records show that [redacted]’s purchase was delivered and signed for on August 24, 2016. The customer contacted Dell on September 2, 2016 and requested to return the product and a return was set up at that time. Once Dell receives the product a credit will be issued and applied to the loan. Please note that DFS has cancelled the pre-authorized payment due to the pending return. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 17,...
2017. In the complaint Ms. [redacted] states the following: ? She purchased a computer under a special financing promotion and paid it off by the promotional expiration date however received a billing statement with interest charges and a late fee the following month. ? She emailed DFS her bank statement proving she paid on time and was told that the late fee had been waived, which she feels would take care of the interest charges as well. ? She was hung up on after 4 hours on the phone trying to resolve this issue. ? She would like the balance waived, her credit updated and a letter stating this was the fault of DFS. DFS records indicate that on May 2, 2013 Ms. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4,000.00 and a corresponding APR of 23.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of account opening Ms. [redacted] placed an order with Dell for computer equipment totaling $3,238.72. This purchase qualified for a promotional financing feature of no interest, if paid in full within 12 months. Ms. [redacted] paid the balance by the promotional expiration date and avoided interest charges to her DPA. She then made a $235.97 purchase in August 2014. This purchase was paid in full on October 10, 2014. Then on November 24, 2015 Ms. [redacted] made a purchase with Dell in the amount of $509.19. This purchase qualified for a promotional financing feature of no interest, if paid in full within 6 months. DFS received payment in the amount of $279.19 on May 13, 2016 which would have satisfied the remaining promotional balance by the promotion expiration date of June 11, 2016 however this payment was received after Ms. [redacted]’s May 11, 2016 due date as listed on her April 2016 billing statement. Because payment was received late there was a $20.00 late fee charge assessed and Ms. [redacted]’s May billing statement was mailed reflecting the balance consisting of this late fee. Due to this late fee Ms. [redacted] still had a remaining promotional balance when her promotion expired on June 11, 2016 therefore her DPA was assessed deferred interest in the amount of $47.09. Page 2 When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that Ms. [redacted]’s DPA was closed due to delinquency on October 16, 2016, then charged-off with a $115.10 balance on December 19, 2016. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account, however during her call with customer service on June 12, 2016 the late fee that was assessed in May 2016 in the amount of $20.00 was waived. Please note that this did not and should not have reversed the deferred interest charges as those were valid due to there being a remaining promotional balance at the time of promotion expiration. The late fee waiver was processed as a courtesy. In an effort to ensure customer satisfaction, we have now processed a waiver of the $47.09 in deferred interest due based on the fact that Ms. [redacted] did pay her promotional balance but was just two days late which led to the additional fees. Additionally we are in the process of reversing the charge-off on Ms. [redacted]’s DPA, along with all subsequent fees. Once the charge-off reversal is completed, which can take up to 30 days, we will submit an update to the credit reporting agencies to report Ms. [redacted]’s DPA as open and current. Once submitted we ask that Ms. [redacted] allow 30-45 days for the update to be reflected on her credit report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 11,...
2017. In the complaint Ms. [redacted] states the following: ? Agents would get confused when she called to pay on her April 2016 promotional purchase and her payments at times wouldn’t be withdrawn for 5-6 days. ? She started experiencing technical difficulties with her television and spoke with Dell Tech support on multiple occasions before being referred to the manufacturer. ? She sent a certified letter to Dell’s corporate office in March stating that she refuses to make any more payments until her television is repaired. ? She would like Dell to honor the statement on the back of the billing statement saying that if you are dissatisfied with your purchase you may have the right to not pay the remaining amount owed on it. DFS records indicate that on February 16, 2006 Ms. [redacted] applied and was approved for a DPA with a credit limit of $1,500.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Ms. [redacted] placed 10 orders between the time the account was opened and May 2014 totaling $3,107.32. Records indicate that credits totaling $581.56 were processed for 2 of these orders. In March 2016 Ms. [redacted] made the referenced purchase in the amount of $426.99, followed by a purchase in April in the amount of $42.15. The March purchase qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount needed to be paid in full on or before April 11, 2017. DFS received payment in the amount of $70 on April 11, 2017 however it was not enough to satisfy the remaining promotional balance of $254.43, as listed on Ms. [redacted]’s March billing statement. As there was a remaining promotional balance when the promotional financing feature expired deferred interest charges in the amount of $79.26 were assessed to her DPA. Over the life of the account Ms. [redacted]’s DPA has been assessed a late payment fee on 37 occasions, totaling $919.00 in late fee charges. Please note that Ms. [redacted] was provided 10 courtesy late fee credits totaling $271 during contacts with customer service. This includes the recent credits totaling $53 on April 4, 2017. Page 2 When customers are 1 day late DFS will charge a late fee charge to the customer’s Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account. As of the date of this letter Ms. [redacted]’s DPA balance is $880.49. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. In regard to Ms. [redacted]’s statement that agents would get confused when she called and payments wouldn’t be withdrawn for 5-6 days at times, please note that we have no record of payments posting late. Payments are posted effective as of the date they are received. Ms. [redacted] did call customer service on July 1, 2016 and asked that the $65.00 payment she just made be allocated so that it was applied mostly to her promotional purchase. This re-allocation was completed on July 7, 2016. During the July 1, 2016 call, Ms. [redacted] was informed that payments are applied automatically per applicable law and any special allocation would need to be requested each time a payment was made. Please be advised that on March 25, 2016 Ms. [redacted] contacted Dell and asked to return her television purchase as she was not satisfied, and at that time a credit of $50 was offered in an effort to save the sale, and was accepted by Ms. [redacted]. Ms. [redacted] did not call again regarding dissatisfaction with her purchase until March 1, 2017. At that time she was referred to the manufacturer in order to address her concerns with the product as she did not purchase an extended warranty through Dell. On March 16, 2017 a letter was sent to Ms. [redacted] addressing the referenced certified letter that was received on March 15, 2017. Please note that the back of the DPA billing statement states that a customer may have the right to not pay the remaining amount due on the purchase if they are dissatisfied and have attempted to correct the problem with the merchant. In order to exercise this right the customer would need to contact us in writing within 60 days and the purchase must not yet be paid in full. Ms. [redacted]’s concerns would not fall within this definition. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: I have send an E-mail to [redacted] (investigator from dell) on the 26th of Jan. and I have explain to her that [redacted] County sheriff have taken the case,Because I originally had a report from [redacted] county Sheriff,but since they do not have jurisdiction where the item was send to,so the [redacted] Sheriff had to transfer the case to [redacted] Sheriff.I have done everything Dell have ask me to do. If they have any question they can call Records from [redacted] County Sheriff at ###-###-#### and get the police report.Regards, [redacted]
PS.Attach letter sent to [redacted].(Dell) to proof I have been doing what Dell want me to do.
Please see the attached response. Dear Madam or Sir: We are in receipt of the follow-up complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on July 28, 2017. In the complaint Mr. [redacted] states the following: ? Although the verification block has been removed he is still unable to use his Dell Preferred Account (DPA) to make a purchase. Please note that we have reviewed Dell and DFS records and do not show that a recent order attempt has been made by Mr. [redacted]. As previously stated the verification block was removed therefore there is nothing that would prevent him from being able to place an order using his DPA. Mr. [redacted] currently has $646 available out of his $1500 DPA credit limit. Mr. [redacted] may contact a Dell sales agent at ###-###-#### if he’d like assistance in placing an order. We hope this letter further explains this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Once again, we regret any inconvenience this issue has caused to Mr. [redacted]. Please understand though that DFS must speak with the customer by phone in order to unlock his online profile. We have verified that Mr. [redacted]’s profile was locked when the security answers that he entered did not match the security answers that we have on file, that were entered initially by him. Per Mr. [redacted]’s request to receive all further statements by mail we have now unenrolled him from the paperless billing option. Beginning with Mr. [redacted]’s November 8, 2015 statement all further statements will be mailed. If Mr. [redacted] is able to gain access to a phone and contact customer care in order to have his online profile unlocked, he may log into his profile and re-enroll in the paperless billing option, should he choose to do so. Regarding Mr. [redacted]’s contention that DFS did not respond to his last three emails dated October 2, 2015, please note that DFS received these emails however did not respond as they were considered duplicate emails considering that Mr. [redacted]’s concern had already been addressed. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the credit reporting of his Dell...
Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on August 21, 2016 Mr. [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $2,500.00 and a corresponding APR of 29.99%. At the time of credit approval a message appeared which disclosed the terms of the credit agreement, including the Annual Percentage Rate (APR) to Mr. [redacted]. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, we mailed the terms and conditions of Mr. [redacted]’s credit agreement to him within 48 hours of his approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please understand that although DFS does not issue a physical card, the account is a revolving line of credit. We regret that Mr. [redacted] misunderstood the way his account would be reported to the credit bureaus however DFS discloses at the top of the credit application that the DPA is a revolving line of credit. DFS is reporting Mr. [redacted]’s DPA to the credit agencies accurately as a revolving line of credit. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint, Mr. [redacted] expresses concern regarding a charge to his Dell Preferred Account...
(“DPA”), which he states he did not authorize. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Records indicate that a purchase in the amount of $394.83 was placed on Mr. [redacted]’s account on May 27, 2016. On June 13, 2016 Customer Service received a call from Mr. [redacted] indicating that there was a charge on his account however he had not placed any orders. As a result of Mr. [redacted]’s call a fraud claim was opened on June 13, 2016. Records indicate that a fraud investigation was completed on June 22, 2016 and determined that the purchase was not fraud, but that it was placed on the incorrect account in error. The order has been removed from Mr. [redacted]’s account and Mr. [redacted]’s account now reflects a $0 balance. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: In several instances Dell split my payment 3 ways when I only had 2 accounts and an HONEST business has a grace period for payments. If this is the way they want to conduct business, fine but word of mouth recommendations are what AMERICA was built on and I will be spreading the word as far and wide as I am able. Revdex.com, you can protect companies with unscrupulous business practices whenever you like. I will spread the word.
Regards,
[redacted]
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 15, 2017. In...
the complaint Mr. [redacted] states the following: ? He has received phone calls in regards to equipment leased by [redacted]. He states [redacted] never had the equipment and that he’s advised the agents calling him of this and provided the contact information of the business that is in possession of the equipment. ? He has asked to not be contacted anymore regarding this equipment and that his contact information be removed from our records however he is still receiving calls. DFS records indicate that the lease number referenced in Mr. [redacted]’s complaint was opened by [redacted] in October 2014. Records indicate that the address on the lease was updated on February 17, 2017 when Mr. [redacted] contacted us and requested the change. Please note that as the lease was opened by a representative of [redacted], and DFS does not have record of a change of ownership request, [redacted] is still responsible for repayment of the leased equipment. Regarding the phone calls Mr. [redacted] references, DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due date. We have now placed the business phone number on our “do not call” list though to prevent any further calls. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on September 13,...
2017. In the complaint Mr. [redacted] states the following: ? His purchase qualified for 12 months special financing, expiring August 10, 2017. ? He made a partial payment on August 10th, then the remainder of the balance on August 18th but was charged deferred interest on his purchase. ? He states that he was preparing for a hurricane and that most companies have a 10 day grace period therefore he would like the finance charge reversed. DFS records indicate that on April 15, 2012 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $4,000.00 and a corresponding Annual Percentage Rate (APR) of 21.99%. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. At the time the account was opened Mr. [redacted] placed an order with Dell for computer equipment totaling $885.73, which was qualified for a promotional financing feature of no interest, if paid in full within 12 months. Mr. [redacted] paid this order in full in December 2012 and avoided any deferred interest charges. On July 26, 2016 Mr. [redacted] placed another order which also qualified for a 12 month promotional financing feature. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before August 10, 2017. DFS received payment on August 10, 2017 in the amount of $75.00, followed by a payment in the amount of $351.36 on August 18, 2017, which satisfied the remainder of the promotional balance, however as the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s DPA in the amount of $205.67. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: Page 2 No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 22.74% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 22.74% (variable). Payments are applied to your total minimum payment due. In regard to Mr. [redacted]’s contention that he was preparing for a hurricane as his promotional financing period was coming to an end; please understand that although we do empathize with him and hope that any impact to him and his family due to the hurricane was minor, we must respectfully decline to waive the entire deferred interest charge. Hurricane Harvey did not make landfall until the week of August 25, 2017, more than two weeks after Mr. [redacted]’s promotional financing period ended. We have however, in the interest of customer satisfaction, provided a $50 waiver of the interest charges that were assessed to his DPA on August 15, 2017. Furthermore, DFS does not have a 10 day grace period on payments. Fees are assessed if payment is not received by the due date as reflected on the customers’ monthly billing statements. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA. As of the date of this letter Mr. [redacted]’s DPA has a balance of $160.58. Please keep in mind because interest accrues daily on his account, he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: It is unjust, wrong, and illegal. I need until 6/17/2016 to respond to Dell Financial Services egregious and unjust damage they have inflicted against my credit report and financial status.
Regards,
[redacted]
Please see the attached response and supporting documentation.Dear Madam or Sir: We are in receipt of the follow-up complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 24, 2017. In the complaint Mr. [redacted] states the following: ? DFS’ billing and advertising communications were misleading. ? He reiterates that he was under the impression that he was signed up for a no interest, 12 month payment plan and was assured no interest would be charged. ? He also states that several laws were violated due to information such as the minimum payment warning not being displayed in a proper manner on the billing statement and DFS website. ? He again demands that all interest charges be removed. We regret that Mr. [redacted] misunderstood the terms of the promotion as well as the terms of the Dell Preferred Account (“DPA”). Again, please note that DFS mailed the terms of the credit agreement to which Mr. [redacted] agreed to him within 48 hours of opening the account. At the time of purchase Mr. [redacted] was advised that his purchase qualified for a promotional financing feature of no interest if paid in full within 12 months. If Mr. [redacted] did not understand or agree to the terms of the DPA or the terms of the promotion he had the right to reject the credit agreement. Again, Mr. [redacted] did not contact us to reject the DPA credit agreement. As previously stated, Mr. [redacted] signed up for paperless billing on July 10, 2014 and since that time he was not mailed statements, they were available for viewing online each month. Please understand that DFS does not email statements to customers enrolled in paperless billing, rather a notification is emailed advising that their statement is available for viewing. Regarding the minimum payment warning, please note that this is in fact located in a prominent location at the top of each billing statement. Included with the minimum payment warning is an example listing how long it will take the customer to pay off the account and how much they will end up paying if they make the minimum payment each month. Furthermore, we previously advised that on each monthly billing statement during the promotional period DFS listed the promotional credit plan along with the expiration date and accrued interest. We ask that Mr. [redacted] reference our initial response for this information. Again, the DPA terms and conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion Page 2 period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. We must once again decline to refund any further interest to Mr. [redacted] as all fees assessed to his account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. Regarding the issues Mr. [redacted] raises about the Dell products and information security we would need to direct him to Dell to address those concerns. Mr. [redacted] may reach Dell customer support at [redacted]-[redacted]-[redacted]. We hope this letter explains and resolves this matter with finality. Included with our response are the DPA terms and conditions along with Mr. [redacted]’s first billing statement as well as the last billing statement prior to the expiration of his promotion, and the first statement after. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I tried to setup a payment before the 69$. The 69$ was sent after recieving an email about the payment being late. However, I had set a payment up previously.Also this responce is incorrect I was charged 49$ in total for the late fees not just $25.Dell has the right to not assist me with this error. But I wont accept such an unethical response. I pay my bills on time, ut is not my fault they did not get the payment I set up for what ever reason.
Regards,
[redacted]
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.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that his online Dell Financial Services (“DFS”) profile...
is locked, and upon contacting customer care he was unable to have it unlocked. We regret any inconvenience Mr. [redacted] may have experienced as a result of this issue. Please understand that Mr. [redacted]’s online DFS profile was locked on April 25, 2016 when he failed to correctly answer the security questions that he set up on his profile. Please note that for security purposes, once an online DFS profile is locked the customer must contact DFS and verify security information on an account in order to unlock the profile. The customer may do this by speaking to one of our customer service representatives or through our automated phone system. Our verification process, which is outlined in our policies and procedures, is in place to prevent possible fraud claims. If a customer refuses to verify their account or does not provide the correct information, our agents are instructed not to provide account specific information. A customer would still have the option to make a payment. Records indicate that Mr. [redacted]’s online DFS profile was unlocked on May 10, 2016 when he verified the necessary information through our automated phone system. Please note that there is only record of one prior contact from Mr. [redacted] to DFS customer care regarding this issue, which was on April 26, 2016, and it appears that the customer service agents with whom he spoke conducted themselves professionally. There is no record of Mr. [redacted]’s online profile being locked last month or any contact from Mr. [redacted] to DFS customer care at that time. The previous instance in which Mr. [redacted]’s online profile was locked was in December 2015, at which point he contacted customer care, verified the security info and had his profile unlocked. In regard to Mr. [redacted]’s statement that he signed up for paperless billing, please note that he has been enrolled in paperless billing since February 5, 2013. Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Please be advised that Mr. [redacted] logged into his online DFS profile on May 10, 2016 and made a payment in the amount of $40.00 to bring his account current. As of the date of this letter, Mr. [redacted]’s account balance is $165.34. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states he was advised at the time of sale his warranty purchase would be...
placed on a no interest promotion, however his Dell Preferred Account (“DPA”) is being charged interest. Records indicate the current APR on Mr. [redacted]’s DPA is 21.49%. Mr. [redacted] placed orders with Dell for service contracts on April 22, 2016 in the amount of $310.94, and on May 6, 2016 in the amount of $157.29. Please understand special financing promotions are not offered on service contracts unless they are purchased along with a qualifying computer system. Mr. [redacted]’s purchases are therefore accruing interest at his standard interest rate. Dell does not have any available call recordings or notes that indicate Mr. [redacted] was misinformed at the time of purchase. In regard to Mr. [redacted]’s statement he called two months ago regarding his concern and has not heard back, we apologize but unfortunately a case was not opened per his request during the May 23, 2016 call with customer service. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. However, in an effort to ensure customer satisfaction we have processed a waiver of the $6.26 in interest charges that have been assessed to his DPA based on his April and May purchases thus far. We must respectfully decline to place his orders on a special financing promotion though. As of the date of this letter, Mr. [redacted]’s account balance is $853.20. Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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.
The information is not accurate with them trying to reach me between April 5th - April 10th and...
leaving several voicemails. As I have explained to DFS several times..... they were calling my wife's phone number and leaving her voicemails while she was out of town for business.I want to make this clear, that I have copies of phone records with all my attempts and conversations with DFS.In the end, I accept this response letter.
Regards,
[redacted]
Please see the attached response and supporting document. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states her Dell Preferred Account (“DPA”)...
has been debited and credited over the past year and she has not gotten any explanation as to why. Dell Financial Services (“DFS”) records indicate on October 20, 2015 Ms. [redacted] placed an order with Dell in the amount of $375.36. Ms. [redacted] returned this order to Dell, resulting in a full credit being processed on November 13, 2016. On December 30, 2015, after the credit had not yet posted to her DPA, she contacted DFS. The customer service representative at that time initiated the credit once again, however, failed to cancel the first credit already in place. This resulted in two credits of $375.36 posting to Ms. [redacted]’s account, one on January 5 and another on March 4, 2016. At the time of the March duplicate credit Ms. [redacted]’s DPA had a balance of $194.02, therefore the duplicate credit resulted in a credit balance of $181.34, to which a refund was processed in this amount on April 3, 2016. Research showed a refund check was not cashed by Ms. [redacted] therefore on October 17, 2016 the credit balance was reapplied to her DPA. On October 24, 2016 DFS realized the error in the duplicate credit from March and posted a debit adjustment to the DPA. Please be advised there is no evidence of fraudulent activity on Ms. [redacted]’s DPA, therefore no reason to issue a new DPA number. Furthermore there were no late fees or interest charges assessed to her DPA as a result of the duplicate credit and subsequent balance adjustment. All fees assessed to Ms. [redacted]’s DPA have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in an effort to ensure customer satisfaction DFS has processed a waiver of $60 as a courtesy to Ms. [redacted]. As of the date of this letter her DPA balance is $262.71. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Records indicate Ms. [redacted] contacted DFS on several occasions between March 29 and December 1, 2016 regarding her DPA balance and each time she was provided an explanation of the charges and subsequent account balance. In addition our records indicate several emails and letters were sent to Ms. [redacted] in response to her concern regarding the DPA balance. Please note on November 28, 2016 Ms. [redacted] was presented with an offer if she paid her account balance in full in three months any interest charges as a result of the balance would be waived. Ms. [redacted] is not obligated to accept this offer, this was merely a courtesy to help her avoid interest, after three months she would be responsible for interest charged to her DPA. Please note DFS has not reported any negative information to the credit bureaus regarding Ms. [redacted]’s DPA. While DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We are truly sorry for the inconvenience this matter may have caused to Ms. [redacted] and we thank her for bringing it to our attention. Please reference the attached account history listing all activity on Ms. [redacted]’s DPA. We hope this letter and attached documentation helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In their complaint the customer states they went online and filled out an application however did...
not agree to a purchase, yet a monitor was billed to their account. They state they have not received the product but they have received a letter stating that payment will begin to be withdrawn from their account for the purchase. Dell Financial Services (“DFS”) records indicate that on August 2, 2016 [redacted] applied and was qualified for a 48 month Installment Loan Account. The letter that the customer references was the contract for the account for which our records indicate the customer agreed to. The terms of the credit agreement were disclosed to [redacted] at the time they made the purchase. They provided a personal passcode for the contract to verify their acceptance of the contract terms. The installment loan contract states in part: You provided to us the personal pass code appearing at the end of this agreement (your “signature”) indicating your intention to accept the terms and conditions of this agreement pursuant to the method set out in paragraph (B) below; You have read the entire agreement and your acceptance of the terms and conditions of this agreement, without modification or qualification, will be sufficiently and definitively established and deemed to be communicated to and received by us one (1) business day after your receipt of this agreement (the “effective date”), unless you call us at ###-###-#### and state otherwise within such time, and shall thereafter be bound by the terms and conditions of this agreement. Your acceptance of this agreement will authorize us to advance funds to Dell to pay for your purchase of Dell products and extend a loan to you under the terms of this agreement. At the time of account opening a purchase in the amount of $1018.07 was placed on the account. This purchase was to be repaid in 48 months at $27.82 a month which was to be withdrawn automatically from the customer’s bank account each month. All monthly pre-authorized payments will be taken from the bank account that the customer provided to us in accordance with section 6 of the terms and conditions of the installment loan. In regard to the phone number the customer references on the contract as being invalid, please note that the phone number itself is valid however extension “0” is not. We apologize for any inconvenience. Please be advised that our records show that [redacted]’s purchase was delivered and signed for on August 24, 2016. The customer contacted Dell on September 2, 2016 and requested to return the product and a return was set up at that time. Once Dell receives the product a credit will be issued and applied to the loan. Please note that DFS has cancelled the pre-authorized payment due to the pending return. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 17,...
2017. In the complaint Ms. [redacted] states the following: ? She purchased a computer under a special financing promotion and paid it off by the promotional expiration date however received a billing statement with interest charges and a late fee the following month. ? She emailed DFS her bank statement proving she paid on time and was told that the late fee had been waived, which she feels would take care of the interest charges as well. ? She was hung up on after 4 hours on the phone trying to resolve this issue. ? She would like the balance waived, her credit updated and a letter stating this was the fault of DFS. DFS records indicate that on May 2, 2013 Ms. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4,000.00 and a corresponding APR of 23.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of account opening Ms. [redacted] placed an order with Dell for computer equipment totaling $3,238.72. This purchase qualified for a promotional financing feature of no interest, if paid in full within 12 months. Ms. [redacted] paid the balance by the promotional expiration date and avoided interest charges to her DPA. She then made a $235.97 purchase in August 2014. This purchase was paid in full on October 10, 2014. Then on November 24, 2015 Ms. [redacted] made a purchase with Dell in the amount of $509.19. This purchase qualified for a promotional financing feature of no interest, if paid in full within 6 months. DFS received payment in the amount of $279.19 on May 13, 2016 which would have satisfied the remaining promotional balance by the promotion expiration date of June 11, 2016 however this payment was received after Ms. [redacted]’s May 11, 2016 due date as listed on her April 2016 billing statement. Because payment was received late there was a $20.00 late fee charge assessed and Ms. [redacted]’s May billing statement was mailed reflecting the balance consisting of this late fee. Due to this late fee Ms. [redacted] still had a remaining promotional balance when her promotion expired on June 11, 2016 therefore her DPA was assessed deferred interest in the amount of $47.09. Page 2 When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that Ms. [redacted]’s DPA was closed due to delinquency on October 16, 2016, then charged-off with a $115.10 balance on December 19, 2016. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account, however during her call with customer service on June 12, 2016 the late fee that was assessed in May 2016 in the amount of $20.00 was waived. Please note that this did not and should not have reversed the deferred interest charges as those were valid due to there being a remaining promotional balance at the time of promotion expiration. The late fee waiver was processed as a courtesy. In an effort to ensure customer satisfaction, we have now processed a waiver of the $47.09 in deferred interest due based on the fact that Ms. [redacted] did pay her promotional balance but was just two days late which led to the additional fees. Additionally we are in the process of reversing the charge-off on Ms. [redacted]’s DPA, along with all subsequent fees. Once the charge-off reversal is completed, which can take up to 30 days, we will submit an update to the credit reporting agencies to report Ms. [redacted]’s DPA as open and current. Once submitted we ask that Ms. [redacted] allow 30-45 days for the update to be reflected on her credit report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 11,...
2017. In the complaint Ms. [redacted] states the following: ? Agents would get confused when she called to pay on her April 2016 promotional purchase and her payments at times wouldn’t be withdrawn for 5-6 days. ? She started experiencing technical difficulties with her television and spoke with Dell Tech support on multiple occasions before being referred to the manufacturer. ? She sent a certified letter to Dell’s corporate office in March stating that she refuses to make any more payments until her television is repaired. ? She would like Dell to honor the statement on the back of the billing statement saying that if you are dissatisfied with your purchase you may have the right to not pay the remaining amount owed on it. DFS records indicate that on February 16, 2006 Ms. [redacted] applied and was approved for a DPA with a credit limit of $1,500.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Ms. [redacted] placed 10 orders between the time the account was opened and May 2014 totaling $3,107.32. Records indicate that credits totaling $581.56 were processed for 2 of these orders. In March 2016 Ms. [redacted] made the referenced purchase in the amount of $426.99, followed by a purchase in April in the amount of $42.15. The March purchase qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount needed to be paid in full on or before April 11, 2017. DFS received payment in the amount of $70 on April 11, 2017 however it was not enough to satisfy the remaining promotional balance of $254.43, as listed on Ms. [redacted]’s March billing statement. As there was a remaining promotional balance when the promotional financing feature expired deferred interest charges in the amount of $79.26 were assessed to her DPA. Over the life of the account Ms. [redacted]’s DPA has been assessed a late payment fee on 37 occasions, totaling $919.00 in late fee charges. Please note that Ms. [redacted] was provided 10 courtesy late fee credits totaling $271 during contacts with customer service. This includes the recent credits totaling $53 on April 4, 2017. Page 2 When customers are 1 day late DFS will charge a late fee charge to the customer’s Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account. As of the date of this letter Ms. [redacted]’s DPA balance is $880.49. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. In regard to Ms. [redacted]’s statement that agents would get confused when she called and payments wouldn’t be withdrawn for 5-6 days at times, please note that we have no record of payments posting late. Payments are posted effective as of the date they are received. Ms. [redacted] did call customer service on July 1, 2016 and asked that the $65.00 payment she just made be allocated so that it was applied mostly to her promotional purchase. This re-allocation was completed on July 7, 2016. During the July 1, 2016 call, Ms. [redacted] was informed that payments are applied automatically per applicable law and any special allocation would need to be requested each time a payment was made. Please be advised that on March 25, 2016 Ms. [redacted] contacted Dell and asked to return her television purchase as she was not satisfied, and at that time a credit of $50 was offered in an effort to save the sale, and was accepted by Ms. [redacted]. Ms. [redacted] did not call again regarding dissatisfaction with her purchase until March 1, 2017. At that time she was referred to the manufacturer in order to address her concerns with the product as she did not purchase an extended warranty through Dell. On March 16, 2017 a letter was sent to Ms. [redacted] addressing the referenced certified letter that was received on March 15, 2017. Please note that the back of the DPA billing statement states that a customer may have the right to not pay the remaining amount due on the purchase if they are dissatisfied and have attempted to correct the problem with the merchant. In order to exercise this right the customer would need to contact us in writing within 60 days and the purchase must not yet be paid in full. Ms. [redacted]’s concerns would not fall within this definition. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: I have send an E-mail to [redacted] (investigator from dell) on the 26th of Jan. and I have explain to her that [redacted] County sheriff have taken the case,Because I originally had a report from [redacted] county Sheriff,but since they do not have jurisdiction where the item was send to,so the [redacted] Sheriff had to transfer the case to [redacted] Sheriff.I have done everything Dell have ask me to do. If they have any question they can call Records from [redacted] County Sheriff at ###-###-#### and get the police report.Regards, [redacted]
PS.Attach letter sent to [redacted].(Dell) to proof I have been doing what Dell want me to do.
Please see the attached response. Dear Madam or Sir: We are in receipt of the follow-up complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on July 28, 2017. In the complaint Mr. [redacted] states the following: ? Although the verification block has been removed he is still unable to use his Dell Preferred Account (DPA) to make a purchase. Please note that we have reviewed Dell and DFS records and do not show that a recent order attempt has been made by Mr. [redacted]. As previously stated the verification block was removed therefore there is nothing that would prevent him from being able to place an order using his DPA. Mr. [redacted] currently has $646 available out of his $1500 DPA credit limit. Mr. [redacted] may contact a Dell sales agent at ###-###-#### if he’d like assistance in placing an order. We hope this letter further explains this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Once again, we regret any inconvenience this issue has caused to Mr. [redacted]. Please understand though that DFS must speak with the customer by phone in order to unlock his online profile. We have verified that Mr. [redacted]’s profile was locked when the security answers that he entered did not match the security answers that we have on file, that were entered initially by him. Per Mr. [redacted]’s request to receive all further statements by mail we have now unenrolled him from the paperless billing option. Beginning with Mr. [redacted]’s November 8, 2015 statement all further statements will be mailed. If Mr. [redacted] is able to gain access to a phone and contact customer care in order to have his online profile unlocked, he may log into his profile and re-enroll in the paperless billing option, should he choose to do so. Regarding Mr. [redacted]’s contention that DFS did not respond to his last three emails dated October 2, 2015, please note that DFS received these emails however did not respond as they were considered duplicate emails considering that Mr. [redacted]’s concern had already been addressed. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the credit reporting of his Dell...
Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on August 21, 2016 Mr. [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $2,500.00 and a corresponding APR of 29.99%. At the time of credit approval a message appeared which disclosed the terms of the credit agreement, including the Annual Percentage Rate (APR) to Mr. [redacted]. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, we mailed the terms and conditions of Mr. [redacted]’s credit agreement to him within 48 hours of his approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please understand that although DFS does not issue a physical card, the account is a revolving line of credit. We regret that Mr. [redacted] misunderstood the way his account would be reported to the credit bureaus however DFS discloses at the top of the credit application that the DPA is a revolving line of credit. DFS is reporting Mr. [redacted]’s DPA to the credit agencies accurately as a revolving line of credit. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint, Mr. [redacted] expresses concern regarding a charge to his Dell Preferred Account...
(“DPA”), which he states he did not authorize. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Records indicate that a purchase in the amount of $394.83 was placed on Mr. [redacted]’s account on May 27, 2016. On June 13, 2016 Customer Service received a call from Mr. [redacted] indicating that there was a charge on his account however he had not placed any orders. As a result of Mr. [redacted]’s call a fraud claim was opened on June 13, 2016. Records indicate that a fraud investigation was completed on June 22, 2016 and determined that the purchase was not fraud, but that it was placed on the incorrect account in error. The order has been removed from Mr. [redacted]’s account and Mr. [redacted]’s account now reflects a $0 balance. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: In several instances Dell split my payment 3 ways when I only had 2 accounts and an HONEST business has a grace period for payments. If this is the way they want to conduct business, fine but word of mouth recommendations are what AMERICA was built on and I will be spreading the word as far and wide as I am able. Revdex.com, you can protect companies with unscrupulous business practices whenever you like. I will spread the word.
Regards,
[redacted]
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 15, 2017. In...
the complaint Mr. [redacted] states the following: ? He has received phone calls in regards to equipment leased by [redacted]. He states [redacted] never had the equipment and that he’s advised the agents calling him of this and provided the contact information of the business that is in possession of the equipment. ? He has asked to not be contacted anymore regarding this equipment and that his contact information be removed from our records however he is still receiving calls. DFS records indicate that the lease number referenced in Mr. [redacted]’s complaint was opened by [redacted] in October 2014. Records indicate that the address on the lease was updated on February 17, 2017 when Mr. [redacted] contacted us and requested the change. Please note that as the lease was opened by a representative of [redacted], and DFS does not have record of a change of ownership request, [redacted] is still responsible for repayment of the leased equipment. Regarding the phone calls Mr. [redacted] references, DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due date. We have now placed the business phone number on our “do not call” list though to prevent any further calls. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on September 13,...
2017. In the complaint Mr. [redacted] states the following: ? His purchase qualified for 12 months special financing, expiring August 10, 2017. ? He made a partial payment on August 10th, then the remainder of the balance on August 18th but was charged deferred interest on his purchase. ? He states that he was preparing for a hurricane and that most companies have a 10 day grace period therefore he would like the finance charge reversed. DFS records indicate that on April 15, 2012 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $4,000.00 and a corresponding Annual Percentage Rate (APR) of 21.99%. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. At the time the account was opened Mr. [redacted] placed an order with Dell for computer equipment totaling $885.73, which was qualified for a promotional financing feature of no interest, if paid in full within 12 months. Mr. [redacted] paid this order in full in December 2012 and avoided any deferred interest charges. On July 26, 2016 Mr. [redacted] placed another order which also qualified for a 12 month promotional financing feature. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before August 10, 2017. DFS received payment on August 10, 2017 in the amount of $75.00, followed by a payment in the amount of $351.36 on August 18, 2017, which satisfied the remainder of the promotional balance, however as the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s DPA in the amount of $205.67. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: Page 2 No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 22.74% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 22.74% (variable). Payments are applied to your total minimum payment due. In regard to Mr. [redacted]’s contention that he was preparing for a hurricane as his promotional financing period was coming to an end; please understand that although we do empathize with him and hope that any impact to him and his family due to the hurricane was minor, we must respectfully decline to waive the entire deferred interest charge. Hurricane Harvey did not make landfall until the week of August 25, 2017, more than two weeks after Mr. [redacted]’s promotional financing period ended. We have however, in the interest of customer satisfaction, provided a $50 waiver of the interest charges that were assessed to his DPA on August 15, 2017. Furthermore, DFS does not have a 10 day grace period on payments. Fees are assessed if payment is not received by the due date as reflected on the customers’ monthly billing statements. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA. As of the date of this letter Mr. [redacted]’s DPA has a balance of $160.58. Please keep in mind because interest accrues daily on his account, he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: It is unjust, wrong, and illegal. I need until 6/17/2016 to respond to Dell Financial Services egregious and unjust damage they have inflicted against my credit report and financial status.
Regards,
[redacted]