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. Please be advised Dell does not record all Sales calls, and the calls that are recorded are only stored for thirty days, therefore Dell would no longer have a copy of the call recording Mr. [redacted] is requesting. As previously stated Dell Financial Services (“DFS”) sent emails to Mr. [redacted] advising his billing statement was available for viewing each month. DFS is not responsible for these emails going to Mr. [redacted]’s spam folder. Once again, 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 DFS has now processed a waiver of the $340.83 in deferred interest. Mr. [redacted] made a payment of $803.00 on May 25, 2016, and his DPA now has a $0 balance. We hope this letter resolves this issue with finality. 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 her complaint Ms. [redacted] states that she applied and was approved for a Dell Preferred...
Account (“DPA”) however after placing an order with Dell she was referred for verification. She states she has called the number for verification many times and has been unable to complete the process. On November 01, 2015, Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1500 and a corresponding variable Annual Percentage Rate (“APR”) of 29.99%. On November 08, 2015 Ms. [redacted] placed an order with Dell for computer equipment totaling $1775.72, $1499.99 of which was to be placed on the DPA. 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. DFS records indicate that Ms. [redacted]’s order was referred to our fraud department through our normal review process. Once an order is referred to our fraud department for further verification we must speak to the account holder by phone. Our fraud team obtains information from various trusted sources, and uses this information in order to verify the consumer once they speak to them by phone. Please note that we do show many calls by Ms. [redacted] since her account was opened, however we only show that she spoke to an agent twice. Ms. [redacted] spoke with members of our verification team on November 10th and 11th, 2015 and as particular information provided by her did not match information provided by those sources, she was advised that the process could not be completed. As an alternate method a letter was mailed to Ms. [redacted] with instructions for her to complete the verification process. We regret that Ms. [redacted] did not receive this letter in a timely fashion and can confirm that her order is now canceled. Once Ms. [redacted] contacts our verification team and completes the verification process she will be able to replace her order. Please note that we have re-mailed the letter as of November 20, 2015. Regarding Ms. [redacted]’s contention that the hours of operation on the letter she was mailed do not coincide with the hours she is provided when she calls, please note that we have investigated this issue and found that the hours were incorrect on the letter she was mailed. The hours for our verification team were listed as being open until 12:00 AM CT when in fact the department closes at 11:00 PM CT. We regret any inconvenience this has caused and we thank Ms. [redacted] for bringing this to our attention. We hope this letter helps 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:My complaint should NOT be confused with the handling of my Dell Preferred Account (DPA). IT is NOT in question! The address was changed for it at the same time I changed the address for the Alienware Titanium Account (June 2015). The address for the Alienware Titanium Account was changed via the change of address boxes on the bill every month for the past almost year. It wasn't until I sent all documentation along with pay off that the address was finally changed, and someone finally noticed and wanted more money. My bill was repeatedly sent to my old address and the bill was forwarded by the post office causing several late payments to be incurred, as the bill arrived AFTER the due date and it had to be mailed back with payment. No online payments were available for that account. Several months ago I phoned the number on my bill and expressed extreme dissatisfaction at the address not being changed after repeatedly doing what was expected to get it changed once and for all. My sister also spoke with the 'representative'. I was assured by someone with a thick accent that it was changed and so sorry. The very next month the bill was once again sent to my old address. I did it all correctly. I do not enjoy late payments, and if you would look at my other Dell account, you would see that not only was the address changed last June, but I have not had ONE SINGLE LATE PAYMENT!! I am not a delinquent payer! I paid the Alienware Titanium Account in full minus the late payments that were NOT my doing. They were the fault of the employees who open the payment envelopes. Many months my return bill was literally plastered with change of address. How can I pay a bill on time when the bill is floating somewhere between here and there and your people do nothing? Ten years I have been a faithful customer and this is the treatment I receive. I totally reject your efforts to remind me of the terms of my agreement. Where is your responsibility in this or is it common practice to gain additional funds by ignoring an address request....multiple times. It is my suspicion, upon reading your response, that your employees kept viewing the DPA as the one I repeatedly attempted to update. In reality, it was the Alienware Titanium Account. Why, in all good common sense, would I repeatedly try to update an account that was coming straight to my new home and NOT attempt to change the address on the account that NEVER made it to my location directly and was causing me late fees?? As I said, I paid Dell in full minus my late fees. I need no clarification. You need to get the facts straight and in order. I am simply one little customer, so I can understand why you would treat me as if I am not knowledgeable. You have nothing to lose. I have $52.72 to lose in addition to further late fees and interest that you will no doubt tack onto my Titanium account. Sad, really.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:According to the Fair Credit Reporting Act, creating a new account or falsifying payments made in attempt to renew debt is a clear violation of federal law. Dell has falsely reported information in attempt to "hold hostage" my credit. I have provided dell, many times, my address and contact number and they refuse to use the information provided. The information on the account they recently created consists of all my father's information hence then trying to call my parents and harassing them, intentionally causing psychological stress and suffering on all receiving parties. I have asked my parents to provide dell with my number so they may call me. Dell refuses to call me, and I have had no luck contacting them, even through my countless attempts to resolve this. Due to the intentional distress feel has been causing my family, I have been advised to stop contact and seek legal restitution for violation of previously stated Fair Credit Reporting Act violations and damages caused by Dell. I still wish to resolve this outside of court,but the damages are starting to increase due to dell's intentionally negligence and "holding my credit hostage."
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The information contained is inaccurate. I was charged for an extended warranty that I did NOT want in Jan 2013 and a customer service agent confirmed that the warranty was canelled and I would NOT be charged. When I was able to pay off the account, I found that the warranty had NOT been removed and I had not only been charged $239.00 for the warranty itself but an additonal $86.00 in interest on an item I did not want and never used!!! Hence, when I paid off the account, I did NOT pay for the warranty or part of the inteterest as I should NOT have been charged any of it. There should NOT be continued late fees because the account was paid in full and the continued late fees are a violation of CFPB regulations and federal consumer law. I am not asking for a refund of the $50+ dollars in interest to which Dell was NEVER intitled, just that the account be closed as paid according to plan and that Dell report the account paid according to plan and removed the negative credit.
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 he did not receive his June 2016 billing statement timely due to the...
apartment number not being listed on it, which led to a late fee and Collection calls regarding the past due amount. Dell Financial Services (“DFS”) records indicate Mr. [redacted] opened his Dell Preferred Account (“DPA”) on September 10, 2015. At the time the account was opened an order was placed with Dell for computer equipment totaling $395.87. The billing address provided at the time the account was opened was [redacted] [redacted]
[redacted]. This is the address each statement was mailed to through June 2016. Please be advised DFS has no record of Mr. [redacted] contacting us in regard to not receiving a billing statement until June 28, 2016. At that time his address was updated to reflect [redacted] rather than [redacted]. In regard to Mr. [redacted]’s monthly minimum payment, please note per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $20.00 or 3% of the New Balance shown on the billing statement, rounded up to the next dollar. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Until March 1, 2011, your Current Month Minimum Payment is the greater of $15.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. On March 1, 2011 and after, your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. As Mr. [redacted]’s June payment was not made, the minimum $20 payment for that month carried over to July as a past due balance. Mr. [redacted]’s account still reflects this past due balance and will until the payment is made. Please understand each month payment for the past due balance is not made a late fee will be assessed to the DPA. Please understand when customers are one day late, or do not satisfy their total monthly payment due 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 be advised all fees assessed have been in accordance with the agreed upon terms and conditions of the Dell Preferred Account, however during Mr. [redacted]’s June 28th contact with customer service his June late fee of $20 was waived as a courtesy. As of the date of this letter Mr. [redacted]’s DPA balance is Page 2 $267.79. DFS received payment in the amount of $20 on September 6, 2016, however Mr. [redacted] still has $20 outstanding due by September 16, 2016 in order to avoid further late fees. With regard to Mr. [redacted]’s comments of collection calls being made to him, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due date. Upon review of the collection call records, it has been determined all calls made to Mr. [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practices. DFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. Please note a cease and desist was placed on Mr. [redacted]’s account on September 1, 2016 which will prevent any further collection calls from being made to him. Please be advised DFS has not reported any negative information to the credit agencies regarding Mr. [redacted]’s DPA. Should he have any questions regarding his credit report, he may contact Experian at [redacted]
[redacted], 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
Complaint: [redacted]
I am rejecting this response because: first, their own policy states that finance charges are accrued with a new purchase. It does not state these are charged every month, with new purchase to me means once. If it is to be charged monthly,...
their terms and conditions must say so. And they do not. I had even quoted their own terms a nd conditions to them on the phone multiple times.The late charges have zero to do with my complaint. If it is interest, it needs to state interest. Finance charges accrue once, not 12 times a year. Their reaponse is unacceptable and I would have accepted the $200 if they were even willing to discuss the rest, but they weren't. After that, the $2100 I have paid in finance charges charged monthly (does not say interest on my statements like Dell is stating it means) would be a non-issue to them because they would believe that solved all of my problems. It does not. Yes, additional purchases were made. So, even according to their terms and conditions, I should have only been charged 7/8 finance charges on those purchases when they accrued. Not every single month after that, especially since their own terms and condition didnt even state they were a monthly charge. They have been reported to the CFPB who has refered my complaint to the FDIC after reviewing it. Dell has been sued for these so-called 'finance charges' before, and I am prepared to do so in this case. I just want them to do the right thing here. They have taken $2100 from me in what I am calling "fraudulent" charges since they keep stating these charges are actually interest, which is mot stated anywhere!
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] expresses concern regarding a late payment fee that was assessed to his...
Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on May 25, 2015, Mr. [redacted] rescheduled a one-time payment of $37.75 to June 9, 2015. Payments may take up to 2-3 business days to post to a customer’s account; however they are posted to the account using the date on which the payment was processed. Any late fee assessed in such a situation is automatically reversed when a payment is posted with the date it was received. Mr. [redacted]’s payment was posted to his account on June 10, 2015 with an effective date of June 9, 2015. Both the late fee and the “Automatic Late Fee Reversal” were reported on Mr. [redacted]’s June 14, 2015 billing statement. Please be advised that Mr. [redacted] called Customer Service on June 11, 2015 regarding the late fee assessed to his account. During this call the representative informed Mr. [redacted] that payments may take 2 to 3 days to post to an account and informed him that she would monitor his account for late fees. Records indicate that Mr. [redacted] also emailed Customer Service on June 11, 2015 indicating that he had been assessed a late fee and wanted it to be removed and requested a return call. Customer Service sent a reply to Mr. [redacted] informing him that a representative would call him back within one business day to discuss his concerns. Records indicate that Customer Service made a return call that same day and left a voicemail for Mr. [redacted]. Customer Service received a second and third email message from Mr. [redacted] on June 12, 2015. A reply was sent to Mr. [redacted] informing him that an unsuccessful attempt had been made to reach him previously and requested the best phone number and time to reach him. Mr. [redacted] wrote back stating that he could be reached in the evenings. Records indicate that at 6:54 p.m. CT on June 15, 2015, Customer Service called and left a voicemail for Mr. [redacted]. A third return call was made on June 17, 2015 and a voicemail was left. Mr. [redacted] did not return any of the calls made to him. As of the date of this letter, Mr. [redacted]’s DPA balance is $690.22. We respectfully decline Mr. [redacted]’s request for a $25.00 credit as the late fee was automatically reversed and DFS has found no error in this matter. Please note that Mr. [redacted]’s automatic monthly payment plus an additional $10 is scheduled to be processed on Thursday, July 9, 2015. Because it may take up to 2-3 days for the payment to post to Mr. [redacted]’s account, a late fee may be assessed, however, the payment will be posted with an effective date of July 9, 2015, the date the payment is to be processed, and the late fee will be automatically reversed. 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 her complaint Ms. [redacted] states her Dell Preferred Account (“DPA”) was debited to adjust for a...
second refund check mailed to her in error, however she states she only received one refund check. She states this issue has now led to late fees and collection calls. She also states upon contacting Dell Financial Services (“DFS”) and being told the issue had been resolved, it still hasn’t, and she was treated unprofessionally. DFS records indicate Ms. [redacted]’s DPA balance as reflected on her May 2016 billing statement was $178.37. On May 18, 2016 DFS received payment in the amount of $178.37 which satisfied the remaining DPA balance. On June 2, 2016 a credit in the amount of $35.18 posted to her DPA, resulting in a credit balance of $35.18 for which DFS mailed Ms. [redacted] a refund check on July 3, 2016. Records indicate this refund check was cashed by Ms. [redacted] on July 11, 2016. Please understand Ms. [redacted]’s DPA had previously been credited and then over-credited on December 16, 2015 and on February 25, 2016 for the Dell purchase in the amount of $32.99 plus tax. The June 2, 2016 over-credit was the third credit for the same purchase. On August 16, 2016 DFS corrected the error in over-credits by debiting Ms. [redacted]’s DPA for the over-credits in the amounts of $32.99 and $35.18. Ms. [redacted] was then mailed a billing statement reflecting a balance of $68.37 on August 25, 2016. Please note her DPA balance has increased to $205.37 due to accrued late fees and interest. We regret any inconvenience Ms. [redacted] may have experienced as a result of this issue but please understand DFS has reviewed her account history in detail and found the balance is accurate. Additionally, all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we waived the $37 late fee assessed to her DPA on December 20, 2016. We must respectfully decline to waive the remaining DPA balance. As of the date of this letter Ms. [redacted]’s DPA balance is $168.37. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Regarding the credit reporting of Ms. [redacted]’s DPA tradeline, please note that her account is currently 86 days past due and we are reporting this information accurately to the credit bureaus. We must respectfully decline to remove the delinquent notations that have been reported. 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. Please be advised DFS only has record of one phone call from Ms. [redacted] to discuss this issue, and during this call, on October 20, 2016 she was advised the debits to her account were valid. We have no record of Ms. [redacted] being told by a supervisor the issue was resolved by waiving two $36 fees. Please also note DFS does not have record of Ms. [redacted] being treated unprofessionally, however we do apologize if she feels she was. We strive to provide our customers with friendly and efficient service, and hope any future service opportunities result in her complete satisfaction. 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 letters. 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 that a Dell Preferred Account (“DPA”) was fraudulently...
opened in her name. We regret any frustration Ms. [redacted] feels she has experienced as a result of this issue. Dell Financial Services (“DFS”) records indicate that a DPA Account was opened using Ms. [redacted]’s personal identifying information on September 30, 2007. 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. Please note that there was no fraud suspected at the time the account was opened. At the time the account was opened there were a total of three (3) purchases made, totaling $1724.27. Records indicate that Ms. [redacted] first contacted DFS in regards to possible fraudulent activity in the form of a dispute through the credit reporting agencies in January 2013. At that time a fraud affidavit was mailed to Ms. [redacted]. DFS required her to return the filled out affidavit in order for our Fraud team to investigate the matter and proceed with her fraud claim. DFS did not receive the affidavit however Ms. [redacted] submitted disputes through the credit reporting agencies claiming that the account did not belong to her again in February and April 2014. In April 2014 DFS opened a Fraud claim due to the alleged fraud on the account, however the fraud claim was denied as there was not enough evidence to support the claim. At that time Ms. [redacted] was asked to submit a police report if she wished to proceed with the fraud claim. DFS received several more credit disputes from Ms. [redacted] claiming fraud between September 2014 and July 2015. Upon receiving the complaint through the Revdex.com we have re-opened Ms. [redacted]’s fraud claim. Please see the attached letter and fraud affidavit that were sent to Ms. [redacted] on October 07, 2015. 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]
Complaint: [redacted]
I am rejecting this response because: once again the company did not speak live about any of these issues, and just because the company shipped items to an address, they are dismissing the fact that they were not ordered or picked up by my and being mentally disabled I did not understand the issue until my husband got involved. Several banks had similar issue with credit card purchases, like Capital One, Synchrony Bank, and they addressed those issues finding that I did not purchase the items or recieve the items and adjusted accordingly. Dell simply is not willing to work with a long time customer in resolving an issue, and then even assumes that they can state a bill for 3 or 4 months of interest can just be paid when we did not even recieve a letter stating the finding, simply bad customer service, lack of understanding for the mentally ill and unwillingness to admit there was an issue. This must remain open, I will not accept anyhting less than an adjustment, regardless of their cut and paste response. If I have to I will go to the media and tell my story.
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 his Dell Preferred Account (“DPA”) has been debited and...
credited several times over the past year and feels he is due a credit for the current DPA balance. Dell Financial Services (“DFS”) records indicate Mr. [redacted]’s DPA had a zero balance on October 30, 2015 when he made a purchase in the amount of $188.99. Mr. [redacted] made two more purchases in the amounts of $213.41 and $99.95 in November 2015. All three of these purchases were returned in December 2015 and a full credit was processed and posted to Mr. [redacted]’s DPA for each order. Mr. [redacted] had made a payment in the amount of $188.99 on December 17, 2015 though, so when credit for the order in this amount posted to his DPA on December 30, 2015 it resulted in a credit balance of $188.99. A refund check was mailed to Mr. [redacted] in the amount of $188.99 on January 29, 2016. We have attached a copy of the cashed refund check to this response for reference. On February 26, 2016, the order in the amount of $188.99 credited Mr. [redacted]’s DPA once again, resulting in another credit balance in the amount of $188.99. Mr. [redacted] then, on March 1, 2016, made a purchase in the amount of $75.59 which was charged against the credit balance on his DPA, bringing his credit balance down to $113.40. A refund check was then mailed to Mr. [redacted] on March 27, 2016 in the amount of $113.40. On March 26, 2016 Mr. [redacted], now with a zero balance again, made a purchase in the amount of $60.47, which he paid in full on April 26, 2016. On May 31, 2016 a credit in the amount of $188.99 posted again in error, resulting in another credit balance of $188.99. A credit balance refund was again processed in the amount of $188.99 on June 30, 2016. Then on August 9 after DFS realized the error in the duplicate credits, debits posted to Mr. [redacted]’s account twice in the amount of $188.99 to adjust for the refunds processed but not due. Then on August 10, 2016 a credit was applied to his account in the amount of $113.40 as it was found the March refund check in this amount was not cashed. We regret any inconvenience Mr. [redacted] may have suffered as a result of the over-credits and subsequent debits to his DPA, however, please understand DFS has reviewed his account history in detail and found the balance is accurate. Additionally, 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 the interest of customer satisfaction we waived the $37 late fee assessed to his DPA on November 16, 2016. As of the date of this letter Mr. [redacted]’s DPA balance is $306.75. Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Records indicate all instances in which Mr. [redacted] has contacted DFS in regards to this concern have been addressed, to include the recent letter he references, to which a reply was sent to him on November 29, 2016. 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 Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 17, 2017. In the...
complaint Mr. [redacted] states the following: ? He has returned his entire order from September 2015 however his Dell Preferred Account (“DPA”) keeps getting billed for an extended maintenance agreement. ? He’s now filed five complaints regarding this matter. ? He would like a permanent credit to his account and would like Dell to ensure this issue does not occur again. DFS received and responded to two previous complaints from Mr. [redacted] regarding an error which caused the $29.99 credit for an extended maintenance agreement to reverse, resulting in this charge re-posting to his DPA. Due to human error, the account was credited and debited for the same transaction multiple times. As of January 30, 2017, Mr. [redacted]’s DPA balance is once again zero. We hope Mr. [redacted] can accept our sincere apologies for this inconvenience. I ask that Mr. [redacted] please contact me directly if he has any further concerns regarding his account. Sincerely, [redacted] Customer Care Analyst Dell Financial Services P: (512) 728-3650 F: (512) 283-5024 [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory although not completely accurate 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 her complaint Ms. [redacted] expresses concern regarding a refund that she has yet to receive after...
making payments on a purchase that she returned for a full credit. Dell Financial Services (“DFS”) records indicate that on December 16, 2015 Ms. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $3500.00 and a corresponding APR of 25.99%. 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. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of purchase Ms. [redacted] placed three (3) orders with Dell for computer equipment totaling $2385.49. On December 30, 2015 Dell issued a credit to Ms. [redacted]’s account as a courtesy, in the amount of $162.00. Ms. [redacted] then decided to return this order on January 10, 2016 for a full credit. Ms. [redacted] later decided to return the two (2) remaining orders that were placed in December 2015, and received a full credit. In the meantime however as Ms. [redacted] had a minimum payment due on her DPA billing statements she made two payments ($200.00 on January 20, 2016 and $61.00 on February 21, 2016). These payments were reversed on March 25, 2016 and the funds were deposited into Ms. [redacted]’s funding account. Because Ms. [redacted] received a courtesy credit of $162.00, then returned all of her purchases, DFS needed to have the courtesy credit reversed. This was processed on March 24, 2016, and needed to be processed prior to reversing the payments that she had made. We apologize for any inconvenience. Please note that Ms. [redacted] first contacted DFS on March 8, 2016 regarding a refund, and the refund was submitted to her on March 25, 2016. We must respectfully decline her request for compensation as this is within DFS policy for processing this type of request. As of the date of this letter Ms. [redacted]’s DPA is open and current with a $0.00 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
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] contends his recent purchase was to be placed under a special financing...
promotion however his Dell Preferred Account (“DPA”) is accruing interest charges. Dell Financial Services (“DFS”) records indicate on January 27, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2500.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed 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 Mr. [redacted] did not contact us to reject the DPA credit agreement. On May 30, 2016 Mr. [redacted] placed an order with Dell for computer equipment totaling $1489.49. Please note this order was 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 must be paid in full on or before June 4, 2017. Please be advised Mr. [redacted] had placed a previous order on November 23, 2015 in the amount of $465.48, which did not qualify for a special financing feature. Mr. [redacted] returned this order to Dell and a full credit was processed on January 29, 2016, followed by two duplicate credits in the amount of $465.48 on February 1, 2016. The duplicate credits caused a credit balance on Mr. [redacted]’s DPA, so when he made his promotional purchase it was charged against the credit, resulting in a lower promotional plan balance. In order to adjust for the duplicate credits DFS processed balance adjustments in the amount of $465.48 on July 14 and August 11, 2016. Because these purchases were initially charged to a regular, interest bearing plan, the balance adjustments posted to a regular interest bearing plan, resulting in interest being assessed to Mr. [redacted]’s DPA. We have now transferred the balance of $900.06 from the interest bearing plan to his promotional plan. Additionally we have waived the $67.83 in interest charges assessed to Mr. [redacted]’s DPA as a result of the regular plan. Mr. [redacted]’s remaining DPA balance is $1465.33 and is now entirely on his promotional plan. Please note Mr. [redacted]’s DPA was placed under investigation for fraud per his request on October 11, 2016, however as no fraud was detected the fraud claim was closed on November 10, 2016. Records indicate Mr. [redacted] contacted DFS and requested to make a payment on October 31, 2016 and was transferred to the fraud department as his account was still under investigation at that point. Mr. [redacted] still had the option to make a payment by mail or through our automated telephone system. In regard to Mr. [redacted]’s comments DFS refused to send him a bill, please note his billing statements have been mailed each month on the 9th. We have no record of any additional requests for billing statements from Mr. [redacted]. We regret if Mr. [redacted] feels he was treated unprofessionally upon his contacts with DFS however we have reviewed all available notes and call recordings and found no evidence he was threatened or mistreated in any way. 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:I have been hearing these same words from Dell for a year now. Yes, lease 001 is fixed - it is paid in full. Lease # 002 is still showing over $1400 past due & we keep getting collection calls from them that we are delinquent. They have been telling me for over one year that "they are working on re-applying the payments".
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Just because your negligent sales representative put in his notes that he advised me of all of this to get the sale does not mean this is how the product was presented to me. I am extremely disasitisfied with this. I have already paid for the laptop in full. Who in their right mind would sign up for a service like this? I refuse to pay 5000$ for a 2400$ laptop which was already over priced in itself. Your blaming me for the double charges is also pretty abrasive. Your double charges were always on different dates for varying amounts and I was never sent any correspondence about these. You had my email, phone number, and address. Surely your faulty mail system isn't your only way of contacting people in this day and age. This needs to be rectified so I can move on with my life and be done with Dell. You guys are literally the worst company I've ever dealt with. Please come back to me with better proof than your "customer service" reps notes - maybe a recording of me accepting these terms since you definitely have nothing tangible stating I wanted to be paying for a laptop for 10 years of my life.
Regards,
[redacted]
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. Please be advised Dell does not record all Sales calls, and the calls that are recorded are only stored for thirty days, therefore Dell would no longer have a copy of the call recording Mr. [redacted] is requesting. As previously stated Dell Financial Services (“DFS”) sent emails to Mr. [redacted] advising his billing statement was available for viewing each month. DFS is not responsible for these emails going to Mr. [redacted]’s spam folder. Once again, 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 DFS has now processed a waiver of the $340.83 in deferred interest. Mr. [redacted] made a payment of $803.00 on May 25, 2016, and his DPA now has a $0 balance. We hope this letter resolves this issue with finality. 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 her complaint Ms. [redacted] states that she applied and was approved for a Dell Preferred...
Account (“DPA”) however after placing an order with Dell she was referred for verification. She states she has called the number for verification many times and has been unable to complete the process. On November 01, 2015, Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1500 and a corresponding variable Annual Percentage Rate (“APR”) of 29.99%. On November 08, 2015 Ms. [redacted] placed an order with Dell for computer equipment totaling $1775.72, $1499.99 of which was to be placed on the DPA. 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. DFS records indicate that Ms. [redacted]’s order was referred to our fraud department through our normal review process. Once an order is referred to our fraud department for further verification we must speak to the account holder by phone. Our fraud team obtains information from various trusted sources, and uses this information in order to verify the consumer once they speak to them by phone. Please note that we do show many calls by Ms. [redacted] since her account was opened, however we only show that she spoke to an agent twice. Ms. [redacted] spoke with members of our verification team on November 10th and 11th, 2015 and as particular information provided by her did not match information provided by those sources, she was advised that the process could not be completed. As an alternate method a letter was mailed to Ms. [redacted] with instructions for her to complete the verification process. We regret that Ms. [redacted] did not receive this letter in a timely fashion and can confirm that her order is now canceled. Once Ms. [redacted] contacts our verification team and completes the verification process she will be able to replace her order. Please note that we have re-mailed the letter as of November 20, 2015. Regarding Ms. [redacted]’s contention that the hours of operation on the letter she was mailed do not coincide with the hours she is provided when she calls, please note that we have investigated this issue and found that the hours were incorrect on the letter she was mailed. The hours for our verification team were listed as being open until 12:00 AM CT when in fact the department closes at 11:00 PM CT. We regret any inconvenience this has caused and we thank Ms. [redacted] for bringing this to our attention. We hope this letter helps 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:My complaint should NOT be confused with the handling of my Dell Preferred Account (DPA). IT is NOT in question! The address was changed for it at the same time I changed the address for the Alienware Titanium Account (June 2015). The address for the Alienware Titanium Account was changed via the change of address boxes on the bill every month for the past almost year. It wasn't until I sent all documentation along with pay off that the address was finally changed, and someone finally noticed and wanted more money. My bill was repeatedly sent to my old address and the bill was forwarded by the post office causing several late payments to be incurred, as the bill arrived AFTER the due date and it had to be mailed back with payment. No online payments were available for that account. Several months ago I phoned the number on my bill and expressed extreme dissatisfaction at the address not being changed after repeatedly doing what was expected to get it changed once and for all. My sister also spoke with the 'representative'. I was assured by someone with a thick accent that it was changed and so sorry. The very next month the bill was once again sent to my old address. I did it all correctly. I do not enjoy late payments, and if you would look at my other Dell account, you would see that not only was the address changed last June, but I have not had ONE SINGLE LATE PAYMENT!! I am not a delinquent payer! I paid the Alienware Titanium Account in full minus the late payments that were NOT my doing. They were the fault of the employees who open the payment envelopes. Many months my return bill was literally plastered with change of address. How can I pay a bill on time when the bill is floating somewhere between here and there and your people do nothing? Ten years I have been a faithful customer and this is the treatment I receive. I totally reject your efforts to remind me of the terms of my agreement. Where is your responsibility in this or is it common practice to gain additional funds by ignoring an address request....multiple times. It is my suspicion, upon reading your response, that your employees kept viewing the DPA as the one I repeatedly attempted to update. In reality, it was the Alienware Titanium Account. Why, in all good common sense, would I repeatedly try to update an account that was coming straight to my new home and NOT attempt to change the address on the account that NEVER made it to my location directly and was causing me late fees?? As I said, I paid Dell in full minus my late fees. I need no clarification. You need to get the facts straight and in order. I am simply one little customer, so I can understand why you would treat me as if I am not knowledgeable. You have nothing to lose. I have $52.72 to lose in addition to further late fees and interest that you will no doubt tack onto my Titanium account. Sad, really.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:According to the Fair Credit Reporting Act, creating a new account or falsifying payments made in attempt to renew debt is a clear violation of federal law. Dell has falsely reported information in attempt to "hold hostage" my credit. I have provided dell, many times, my address and contact number and they refuse to use the information provided. The information on the account they recently created consists of all my father's information hence then trying to call my parents and harassing them, intentionally causing psychological stress and suffering on all receiving parties. I have asked my parents to provide dell with my number so they may call me. Dell refuses to call me, and I have had no luck contacting them, even through my countless attempts to resolve this. Due to the intentional distress feel has been causing my family, I have been advised to stop contact and seek legal restitution for violation of previously stated Fair Credit Reporting Act violations and damages caused by Dell. I still wish to resolve this outside of court,but the damages are starting to increase due to dell's intentionally negligence and "holding my credit hostage."
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: The information contained is inaccurate. I was charged for an extended warranty that I did NOT want in Jan 2013 and a customer service agent confirmed that the warranty was canelled and I would NOT be charged. When I was able to pay off the account, I found that the warranty had NOT been removed and I had not only been charged $239.00 for the warranty itself but an additonal $86.00 in interest on an item I did not want and never used!!! Hence, when I paid off the account, I did NOT pay for the warranty or part of the inteterest as I should NOT have been charged any of it. There should NOT be continued late fees because the account was paid in full and the continued late fees are a violation of CFPB regulations and federal consumer law. I am not asking for a refund of the $50+ dollars in interest to which Dell was NEVER intitled, just that the account be closed as paid according to plan and that Dell report the account paid according to plan and removed the negative credit.
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 he did not receive his June 2016 billing statement timely due to the...
apartment number not being listed on it, which led to a late fee and Collection calls regarding the past due amount. Dell Financial Services (“DFS”) records indicate Mr. [redacted] opened his Dell Preferred Account (“DPA”) on September 10, 2015. At the time the account was opened an order was placed with Dell for computer equipment totaling $395.87. The billing address provided at the time the account was opened was [redacted] [redacted]
[redacted]. This is the address each statement was mailed to through June 2016. Please be advised DFS has no record of Mr. [redacted] contacting us in regard to not receiving a billing statement until June 28, 2016. At that time his address was updated to reflect [redacted] rather than [redacted]. In regard to Mr. [redacted]’s monthly minimum payment, please note per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $20.00 or 3% of the New Balance shown on the billing statement, rounded up to the next dollar. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Until March 1, 2011, your Current Month Minimum Payment is the greater of $15.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. On March 1, 2011 and after, your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. As Mr. [redacted]’s June payment was not made, the minimum $20 payment for that month carried over to July as a past due balance. Mr. [redacted]’s account still reflects this past due balance and will until the payment is made. Please understand each month payment for the past due balance is not made a late fee will be assessed to the DPA. Please understand when customers are one day late, or do not satisfy their total monthly payment due 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 be advised all fees assessed have been in accordance with the agreed upon terms and conditions of the Dell Preferred Account, however during Mr. [redacted]’s June 28th contact with customer service his June late fee of $20 was waived as a courtesy. As of the date of this letter Mr. [redacted]’s DPA balance is Page 2 $267.79. DFS received payment in the amount of $20 on September 6, 2016, however Mr. [redacted] still has $20 outstanding due by September 16, 2016 in order to avoid further late fees. With regard to Mr. [redacted]’s comments of collection calls being made to him, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due date. Upon review of the collection call records, it has been determined all calls made to Mr. [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practices. DFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. Please note a cease and desist was placed on Mr. [redacted]’s account on September 1, 2016 which will prevent any further collection calls from being made to him. Please be advised DFS has not reported any negative information to the credit agencies regarding Mr. [redacted]’s DPA. Should he have any questions regarding his credit report, he may contact Experian at [redacted]
[redacted], 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
Complaint: [redacted]
I am rejecting this response because: first, their own policy states that finance charges are accrued with a new purchase. It does not state these are charged every month, with new purchase to me means once. If it is to be charged monthly,...
their terms and conditions must say so. And they do not. I had even quoted their own terms a nd conditions to them on the phone multiple times.The late charges have zero to do with my complaint. If it is interest, it needs to state interest. Finance charges accrue once, not 12 times a year. Their reaponse is unacceptable and I would have accepted the $200 if they were even willing to discuss the rest, but they weren't. After that, the $2100 I have paid in finance charges charged monthly (does not say interest on my statements like Dell is stating it means) would be a non-issue to them because they would believe that solved all of my problems. It does not. Yes, additional purchases were made. So, even according to their terms and conditions, I should have only been charged 7/8 finance charges on those purchases when they accrued. Not every single month after that, especially since their own terms and condition didnt even state they were a monthly charge. They have been reported to the CFPB who has refered my complaint to the FDIC after reviewing it. Dell has been sued for these so-called 'finance charges' before, and I am prepared to do so in this case. I just want them to do the right thing here. They have taken $2100 from me in what I am calling "fraudulent" charges since they keep stating these charges are actually interest, which is mot stated anywhere!
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] expresses concern regarding a late payment fee that was assessed to his...
Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on May 25, 2015, Mr. [redacted] rescheduled a one-time payment of $37.75 to June 9, 2015. Payments may take up to 2-3 business days to post to a customer’s account; however they are posted to the account using the date on which the payment was processed. Any late fee assessed in such a situation is automatically reversed when a payment is posted with the date it was received. Mr. [redacted]’s payment was posted to his account on June 10, 2015 with an effective date of June 9, 2015. Both the late fee and the “Automatic Late Fee Reversal” were reported on Mr. [redacted]’s June 14, 2015 billing statement. Please be advised that Mr. [redacted] called Customer Service on June 11, 2015 regarding the late fee assessed to his account. During this call the representative informed Mr. [redacted] that payments may take 2 to 3 days to post to an account and informed him that she would monitor his account for late fees. Records indicate that Mr. [redacted] also emailed Customer Service on June 11, 2015 indicating that he had been assessed a late fee and wanted it to be removed and requested a return call. Customer Service sent a reply to Mr. [redacted] informing him that a representative would call him back within one business day to discuss his concerns. Records indicate that Customer Service made a return call that same day and left a voicemail for Mr. [redacted]. Customer Service received a second and third email message from Mr. [redacted] on June 12, 2015. A reply was sent to Mr. [redacted] informing him that an unsuccessful attempt had been made to reach him previously and requested the best phone number and time to reach him. Mr. [redacted] wrote back stating that he could be reached in the evenings. Records indicate that at 6:54 p.m. CT on June 15, 2015, Customer Service called and left a voicemail for Mr. [redacted]. A third return call was made on June 17, 2015 and a voicemail was left. Mr. [redacted] did not return any of the calls made to him. As of the date of this letter, Mr. [redacted]’s DPA balance is $690.22. We respectfully decline Mr. [redacted]’s request for a $25.00 credit as the late fee was automatically reversed and DFS has found no error in this matter. Please note that Mr. [redacted]’s automatic monthly payment plus an additional $10 is scheduled to be processed on Thursday, July 9, 2015. Because it may take up to 2-3 days for the payment to post to Mr. [redacted]’s account, a late fee may be assessed, however, the payment will be posted with an effective date of July 9, 2015, the date the payment is to be processed, and the late fee will be automatically reversed. 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 her complaint Ms. [redacted] states her Dell Preferred Account (“DPA”) was debited to adjust for a...
second refund check mailed to her in error, however she states she only received one refund check. She states this issue has now led to late fees and collection calls. She also states upon contacting Dell Financial Services (“DFS”) and being told the issue had been resolved, it still hasn’t, and she was treated unprofessionally. DFS records indicate Ms. [redacted]’s DPA balance as reflected on her May 2016 billing statement was $178.37. On May 18, 2016 DFS received payment in the amount of $178.37 which satisfied the remaining DPA balance. On June 2, 2016 a credit in the amount of $35.18 posted to her DPA, resulting in a credit balance of $35.18 for which DFS mailed Ms. [redacted] a refund check on July 3, 2016. Records indicate this refund check was cashed by Ms. [redacted] on July 11, 2016. Please understand Ms. [redacted]’s DPA had previously been credited and then over-credited on December 16, 2015 and on February 25, 2016 for the Dell purchase in the amount of $32.99 plus tax. The June 2, 2016 over-credit was the third credit for the same purchase. On August 16, 2016 DFS corrected the error in over-credits by debiting Ms. [redacted]’s DPA for the over-credits in the amounts of $32.99 and $35.18. Ms. [redacted] was then mailed a billing statement reflecting a balance of $68.37 on August 25, 2016. Please note her DPA balance has increased to $205.37 due to accrued late fees and interest. We regret any inconvenience Ms. [redacted] may have experienced as a result of this issue but please understand DFS has reviewed her account history in detail and found the balance is accurate. Additionally, all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we waived the $37 late fee assessed to her DPA on December 20, 2016. We must respectfully decline to waive the remaining DPA balance. As of the date of this letter Ms. [redacted]’s DPA balance is $168.37. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Regarding the credit reporting of Ms. [redacted]’s DPA tradeline, please note that her account is currently 86 days past due and we are reporting this information accurately to the credit bureaus. We must respectfully decline to remove the delinquent notations that have been reported. 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. Please be advised DFS only has record of one phone call from Ms. [redacted] to discuss this issue, and during this call, on October 20, 2016 she was advised the debits to her account were valid. We have no record of Ms. [redacted] being told by a supervisor the issue was resolved by waiving two $36 fees. Please also note DFS does not have record of Ms. [redacted] being treated unprofessionally, however we do apologize if she feels she was. We strive to provide our customers with friendly and efficient service, and hope any future service opportunities result in her complete satisfaction. 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 letters. 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 that a Dell Preferred Account (“DPA”) was fraudulently...
opened in her name. We regret any frustration Ms. [redacted] feels she has experienced as a result of this issue. Dell Financial Services (“DFS”) records indicate that a DPA Account was opened using Ms. [redacted]’s personal identifying information on September 30, 2007. 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. Please note that there was no fraud suspected at the time the account was opened. At the time the account was opened there were a total of three (3) purchases made, totaling $1724.27. Records indicate that Ms. [redacted] first contacted DFS in regards to possible fraudulent activity in the form of a dispute through the credit reporting agencies in January 2013. At that time a fraud affidavit was mailed to Ms. [redacted]. DFS required her to return the filled out affidavit in order for our Fraud team to investigate the matter and proceed with her fraud claim. DFS did not receive the affidavit however Ms. [redacted] submitted disputes through the credit reporting agencies claiming that the account did not belong to her again in February and April 2014. In April 2014 DFS opened a Fraud claim due to the alleged fraud on the account, however the fraud claim was denied as there was not enough evidence to support the claim. At that time Ms. [redacted] was asked to submit a police report if she wished to proceed with the fraud claim. DFS received several more credit disputes from Ms. [redacted] claiming fraud between September 2014 and July 2015. Upon receiving the complaint through the Revdex.com we have re-opened Ms. [redacted]’s fraud claim. Please see the attached letter and fraud affidavit that were sent to Ms. [redacted] on October 07, 2015. 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]
Complaint: [redacted]
I am rejecting this response because: once again the company did not speak live about any of these issues, and just because the company shipped items to an address, they are dismissing the fact that they were not ordered or picked up by my and being mentally disabled I did not understand the issue until my husband got involved. Several banks had similar issue with credit card purchases, like Capital One, Synchrony Bank, and they addressed those issues finding that I did not purchase the items or recieve the items and adjusted accordingly. Dell simply is not willing to work with a long time customer in resolving an issue, and then even assumes that they can state a bill for 3 or 4 months of interest can just be paid when we did not even recieve a letter stating the finding, simply bad customer service, lack of understanding for the mentally ill and unwillingness to admit there was an issue. This must remain open, I will not accept anyhting less than an adjustment, regardless of their cut and paste response. If I have to I will go to the media and tell my story.
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 his Dell Preferred Account (“DPA”) has been debited and...
credited several times over the past year and feels he is due a credit for the current DPA balance. Dell Financial Services (“DFS”) records indicate Mr. [redacted]’s DPA had a zero balance on October 30, 2015 when he made a purchase in the amount of $188.99. Mr. [redacted] made two more purchases in the amounts of $213.41 and $99.95 in November 2015. All three of these purchases were returned in December 2015 and a full credit was processed and posted to Mr. [redacted]’s DPA for each order. Mr. [redacted] had made a payment in the amount of $188.99 on December 17, 2015 though, so when credit for the order in this amount posted to his DPA on December 30, 2015 it resulted in a credit balance of $188.99. A refund check was mailed to Mr. [redacted] in the amount of $188.99 on January 29, 2016. We have attached a copy of the cashed refund check to this response for reference. On February 26, 2016, the order in the amount of $188.99 credited Mr. [redacted]’s DPA once again, resulting in another credit balance in the amount of $188.99. Mr. [redacted] then, on March 1, 2016, made a purchase in the amount of $75.59 which was charged against the credit balance on his DPA, bringing his credit balance down to $113.40. A refund check was then mailed to Mr. [redacted] on March 27, 2016 in the amount of $113.40. On March 26, 2016 Mr. [redacted], now with a zero balance again, made a purchase in the amount of $60.47, which he paid in full on April 26, 2016. On May 31, 2016 a credit in the amount of $188.99 posted again in error, resulting in another credit balance of $188.99. A credit balance refund was again processed in the amount of $188.99 on June 30, 2016. Then on August 9 after DFS realized the error in the duplicate credits, debits posted to Mr. [redacted]’s account twice in the amount of $188.99 to adjust for the refunds processed but not due. Then on August 10, 2016 a credit was applied to his account in the amount of $113.40 as it was found the March refund check in this amount was not cashed. We regret any inconvenience Mr. [redacted] may have suffered as a result of the over-credits and subsequent debits to his DPA, however, please understand DFS has reviewed his account history in detail and found the balance is accurate. Additionally, 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 the interest of customer satisfaction we waived the $37 late fee assessed to his DPA on November 16, 2016. As of the date of this letter Mr. [redacted]’s DPA balance is $306.75. Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Records indicate all instances in which Mr. [redacted] has contacted DFS in regards to this concern have been addressed, to include the recent letter he references, to which a reply was sent to him on November 29, 2016. 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 Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 17, 2017. In the...
complaint Mr. [redacted] states the following: ? He has returned his entire order from September 2015 however his Dell Preferred Account (“DPA”) keeps getting billed for an extended maintenance agreement. ? He’s now filed five complaints regarding this matter. ? He would like a permanent credit to his account and would like Dell to ensure this issue does not occur again. DFS received and responded to two previous complaints from Mr. [redacted] regarding an error which caused the $29.99 credit for an extended maintenance agreement to reverse, resulting in this charge re-posting to his DPA. Due to human error, the account was credited and debited for the same transaction multiple times. As of January 30, 2017, Mr. [redacted]’s DPA balance is once again zero. We hope Mr. [redacted] can accept our sincere apologies for this inconvenience. I ask that Mr. [redacted] please contact me directly if he has any further concerns regarding his account. Sincerely, [redacted] Customer Care Analyst Dell Financial Services P: (512) 728-3650 F: (512) 283-5024 [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory although not completely accurate 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 her complaint Ms. [redacted] expresses concern regarding a refund that she has yet to receive after...
making payments on a purchase that she returned for a full credit. Dell Financial Services (“DFS”) records indicate that on December 16, 2015 Ms. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $3500.00 and a corresponding APR of 25.99%. 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. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of purchase Ms. [redacted] placed three (3) orders with Dell for computer equipment totaling $2385.49. On December 30, 2015 Dell issued a credit to Ms. [redacted]’s account as a courtesy, in the amount of $162.00. Ms. [redacted] then decided to return this order on January 10, 2016 for a full credit. Ms. [redacted] later decided to return the two (2) remaining orders that were placed in December 2015, and received a full credit. In the meantime however as Ms. [redacted] had a minimum payment due on her DPA billing statements she made two payments ($200.00 on January 20, 2016 and $61.00 on February 21, 2016). These payments were reversed on March 25, 2016 and the funds were deposited into Ms. [redacted]’s funding account. Because Ms. [redacted] received a courtesy credit of $162.00, then returned all of her purchases, DFS needed to have the courtesy credit reversed. This was processed on March 24, 2016, and needed to be processed prior to reversing the payments that she had made. We apologize for any inconvenience. Please note that Ms. [redacted] first contacted DFS on March 8, 2016 regarding a refund, and the refund was submitted to her on March 25, 2016. We must respectfully decline her request for compensation as this is within DFS policy for processing this type of request. As of the date of this letter Ms. [redacted]’s DPA is open and current with a $0.00 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:they r still telling me to pay a late fee!
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] contends his recent purchase was to be placed under a special financing...
promotion however his Dell Preferred Account (“DPA”) is accruing interest charges. Dell Financial Services (“DFS”) records indicate on January 27, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2500.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed 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 Mr. [redacted] did not contact us to reject the DPA credit agreement. On May 30, 2016 Mr. [redacted] placed an order with Dell for computer equipment totaling $1489.49. Please note this order was 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 must be paid in full on or before June 4, 2017. Please be advised Mr. [redacted] had placed a previous order on November 23, 2015 in the amount of $465.48, which did not qualify for a special financing feature. Mr. [redacted] returned this order to Dell and a full credit was processed on January 29, 2016, followed by two duplicate credits in the amount of $465.48 on February 1, 2016. The duplicate credits caused a credit balance on Mr. [redacted]’s DPA, so when he made his promotional purchase it was charged against the credit, resulting in a lower promotional plan balance. In order to adjust for the duplicate credits DFS processed balance adjustments in the amount of $465.48 on July 14 and August 11, 2016. Because these purchases were initially charged to a regular, interest bearing plan, the balance adjustments posted to a regular interest bearing plan, resulting in interest being assessed to Mr. [redacted]’s DPA. We have now transferred the balance of $900.06 from the interest bearing plan to his promotional plan. Additionally we have waived the $67.83 in interest charges assessed to Mr. [redacted]’s DPA as a result of the regular plan. Mr. [redacted]’s remaining DPA balance is $1465.33 and is now entirely on his promotional plan. Please note Mr. [redacted]’s DPA was placed under investigation for fraud per his request on October 11, 2016, however as no fraud was detected the fraud claim was closed on November 10, 2016. Records indicate Mr. [redacted] contacted DFS and requested to make a payment on October 31, 2016 and was transferred to the fraud department as his account was still under investigation at that point. Mr. [redacted] still had the option to make a payment by mail or through our automated telephone system. In regard to Mr. [redacted]’s comments DFS refused to send him a bill, please note his billing statements have been mailed each month on the 9th. We have no record of any additional requests for billing statements from Mr. [redacted]. We regret if Mr. [redacted] feels he was treated unprofessionally upon his contacts with DFS however we have reviewed all available notes and call recordings and found no evidence he was threatened or mistreated in any way. 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:I have been hearing these same words from Dell for a year now. Yes, lease 001 is fixed - it is paid in full. Lease # 002 is still showing over $1400 past due & we keep getting collection calls from them that we are delinquent. They have been telling me for over one year that "they are working on re-applying the payments".
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:Just because your negligent sales representative put in his notes that he advised me of all of this to get the sale does not mean this is how the product was presented to me. I am extremely disasitisfied with this. I have already paid for the laptop in full. Who in their right mind would sign up for a service like this? I refuse to pay 5000$ for a 2400$ laptop which was already over priced in itself. Your blaming me for the double charges is also pretty abrasive. Your double charges were always on different dates for varying amounts and I was never sent any correspondence about these. You had my email, phone number, and address. Surely your faulty mail system isn't your only way of contacting people in this day and age. This needs to be rectified so I can move on with my life and be done with Dell. You guys are literally the worst company I've ever dealt with. Please come back to me with better proof than your "customer service" reps notes - maybe a recording of me accepting these terms since you definitely have nothing tangible stating I wanted to be paying for a laptop for 10 years of my life.
Regards,
[redacted]