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 I did request that my date be changed and when I asked their customer service rep to speak to a supervisor, I was refused. Since they record these discussions, they do have a record of them.
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] states that she paid her remaining Dell Preferred Account (“DPA”) balance in...
full in September 2015, however as payment was made late she was charged a late fee charge to her account. Ms. [redacted] states that she then paid the late fee charge late and received another late fee. Please be advised that Ms. [redacted]’s July 2015 billing statement reflected a DPA balance of $825.59 due by August 03, 2015. DFS received payment in the amount of $825.59 on August 15, 2015, however by that time her balance had increased to $879.14 due to a $31.45 late fee charge along with a $15.53 interest charge. The $879.14 balance was reflected on her August 07, 2015 billing statement. Ms. [redacted]’s September billing statement, which reflected her payment, reflected a balance of $59.22 due by October 03, 2015. DFS received payment in the amount of $27.77 on October 05, 2015. As this payment was received after her due date once again there was another late fee charge, this time in the amount of $21.69, which was assessed on October 04, 2015. Ms. [redacted]’s October billing statement reflected a balance of $21.01 due by November 03, 2015. DFS did not receive payment by her due date therefore a late fee in the amount of $20.02 was assessed on November 03, 2015, and her November billing statement reflected a balance of $43.23. In regards to the late fee charges, please reference the section of the DPA 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. DFS records indicate that Ms. [redacted] contacted customer care on September 15, 2015 and was provided a courtesy waiver of her August $31.45 late fee. Ms. [redacted] contacted DFS again in October requesting another late fee waiver and her request was denied as she was advised of DFS’ policy to waive only one fee as a courtesy in any twelve month period. 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, therefore we must respectfully decline any further waivers. As of the date of this letter Ms. [redacted]’s Dell Preferred Account balance is $43.23. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her 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 her complaint Ms. [redacted] states she scheduled a payment to satisfy the remaining promotional...
plan balance prior to the promotional expiration. The payment was not withdrawn which led to interest charges and a late fee being assessed to her Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate on December 18, 2015 Ms. [redacted] applied and was approved for a DPA 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 Ms. [redacted] at the time her application for credit was approved. Our records indicate 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised at the time the account was opened, Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $994.77, which was qualified for a promotional financing feature of no interest, if paid in full within 6 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before July 1, 2016. DFS received payment on July 5, 2016 in the amount of $105.77, which had it been received by the July 1st promotional expiration date would have satisfied the remaining promotional plan balance. As the payment was not received by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Ms. [redacted]’s Dell Preferred Account in the amount of $91.64. DFS records indicate Ms. [redacted]’s DPA had been set up on an automatic payment model until she canceled it on June 7, 2016. Records do not indicate the Ms. [redacted] set up another payment until July 5, 2016, after her promotional plan expired, at which point she scheduled a payment for $105.77. Please understand 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 she spoke with a representative from customer care on August 11, 2016, and in the interest of customer satisfaction was given a $50 credit towards the deferred interest charges. We have now waived the remaining DPA balance, consisting of $43.26 in interest as it appears Ms. [redacted] had the intention of paying her promotional balance prior to its expiration. As of the date of this letter the DPA balance is now $0. 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 that she was contacted by Dell Financial Services (“DFS”) regarding a...
Dell Preferred Account (“DPA”) that was opened in her name. Ms. [redacted] states that she has been asked to verify personal information in regards to this account and that she would like DFS to cease contact with her. Please be advised that a credit application was received in Ms. [redacted]’s name on November 15, 2016. 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 the November 15th application was not completed therefore an account was not opened. Ms. [redacted] was mailed a letter on that same day asking that she contact DFS within 21 days in order to verify the information on the application and complete the process to open a DPA. A representative from our verification team called and left Ms. [redacted] a message on November 18, 2016 in an attempt to complete the verification process. On November 22, 2016 Ms. [redacted] responded to the November 15th letter stating that she did not submit this application. On December 2, 2016 Ms. [redacted] was sent a letter in response to her November 22, 2016 reply, asking that she contact DFS as this issue involved sensitive information that DFS could not provide by mail. There are no records of any other contacts with Ms. [redacted] therefore the credit application was not completed and the credit inquiry in relation to the application was deleted from her credit report. 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
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 27, 2017. In the...
complaint [redacted] states the following: ? Technical support always denies warranty service stating they have no records of recent purchases. ? They would like a partial refund for denial of technical support. DFS records indicate that on March 13, 2017 [redacted] made a purchase via our refurbished sales website. All refurbished purchases come with a 100 day warranty as the customer states. Please note though that DFS has no record of a contact from the customer regarding this purchase. The contact number for DFS Support is ###-###-####. We ask the customer to please contact us at that number and someone will be able to assist them with their concern. 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
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 he cancelled an extended warranty in 2012 however it was not...
removed from his account. He states that he has since paid the Dell Preferred Account (“DPA”) in full minus the $239.00 for the warranty, and would like his account to reflect that it is paid in full and for his credit to be repaired. Dell Financial Services (“DFS”) records indicate that on January 1, 2012 Mr. [redacted] applied and was approved for a DPA with a credit limit of $1200.00 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 that 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 that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Mr. [redacted] placed an order with Dell in the amount of $848.10. Mr. [redacted] made four additional purchases between July 2012 and December 2013, totaling $1569.25. One of these orders was for a service contract extension in the amount of $128.41 and was placed in December 2013. There was a July 2012 order in the amount of $239.71 however this order was for a Fujitsu ScanSnap S1100 Deluxe Bundle, not a service contract. There are no records to indicate that Mr. [redacted] contacted either Dell or DFS in regards to cancelling and receiving a credit for any of the orders placed on his DPA. Please note that Mr. [redacted]’s DPA balance as reflected on his June 2015 billing statement was $2264.65. This billing statement reflected a payment due date of July 1, 2015. DFS received payment in the amount of $75.00 on July 2, 2015 which resulted in a late payment fee of $35.00. Mr. [redacted]’s July billing statement was generated on July 6, 2015 with a $2280.34 balance. DFS received payment on July 9, 2015 in the amount of $2020.00. Mr. [redacted]’s August billing statement was then generated with a $270.29 balance. DFS did not receive another payment from Mr. [redacted] after July 9, 2015, and his DPA was closed due to delinquency on December 6, 2015, then later charged-off when it became 180 days past due on March 7, 2016. Please be advised that 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 understand that 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. As of the date of this Page 2 letter Mr. [redacted]’s DPA balance is $569.04. We must respectfully decline to consider Mr. [redacted]’s DPA as paid in full. We must also decline to remove any negative reporting to the credit agencies as we are accurately reporting the account as charged-off with a $569.04 balance. 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
Complaint: [redacted]
I am rejecting this response because: Dell has has never verified that I [redacted] applied for any account. I have not heard a voice recording to validate this. I have not been provided a copy of a signed application with my signature. I have never opened and account or made any payments to Dell. I said Dell alleges that I have made nearly 6,000 dollars for tha computer and then I said whomever made 6000 for a 1200 dollar computer should not be charged an excess of remaining balance of 2500. This is fraud to charge a person 6000 for a 1200 computer. I will contact the [redacted] attorney general for fraud. I am requesting that Dell contact all three credit bureaus and inform them that I don't have an adverse account with Dell. Dell reported adverse information to all three credit bureaus and this has destroyed my credit.
Please stop corporate giants from bullying hardworking Americans like me.
Regards,
[redacted]
I still need to see the following:
List of purchases for 14 items from Dell.
I still feel they are totally dishonest and ripping people off.
They stated I was offered a lower APR and I did not respond to their offer, I am not an It not to respond to a lower APR. They never offered any such thing to me.
I would like them to refund some amount back to me as so far I have paid them close to $ 8,000 most of it was interest charged as they refused to lower my APR on several occasions.
I still think Revdex.com or someone should look into this business as I am sure they are ripping off lots of people.
Thank you,
Please see the attached response and supporting documents. Dear Madam or Sir: We are in receipt of the follow-up from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 30, 2017. In the complaint Ms. [redacted] states the following: ? She would like proof that the lien on her property has been released. Please note that on April 5, 2017 DFS received the attached documents from the law office that was assigned to the judgement against Ms. [redacted]. These documents evidence that the Release of Lien and the Satisfaction of Judgement were filed with the courts on April 5, 2017. 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:DFS is asking to contact FedEx for shipping, this whole thing started because DFS was intervening with FedEx delivery acceptance. Please get the full transcript of my conversion with FedEx not just notes or tracking
information. FedEx has clearly mentioned that shipper has contacted them not to honor customer request. I have been a customer of DFS from 2010, I have picked shipments from FedEx warehouse of [redacted] location and also rescheduled delivery time from FedEx. Secondly, number of business days between Feb 20th 2018 to Mar 6th 2018 is 11. Also please note I checked on 7th and 8th as well there was no credit from DFS, which is outside operating procedure. Now please do not ask me talk to my bank. Note from DFS responce: "We previously advised that customers will be charged a restocking fee if they return their order or do not accept delivery."My Response: I was willing to accept delivery and FedEx was willing to honor reschedule. Third,
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 Dell failed to deliver on a promised delivery date and they...
opened a Dell Preferred Account (“DPA”) without his knowledge. Dell Financial Services (“DFS”) records indicate on December 7, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2000.00 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. At the time of the account opening Mr. [redacted] placed an order with Dell in the amount of $523.55, which was placed on his DPA. Please note there is no record of a promised delivery date before Christmas. This order shipped out on December 23, 2016 and was delivered to Mr. [redacted]’s door on December 28, 2016. Prior to the initial order shipping out Mr. [redacted] placed a second order on his DPA, in the amount of $534.24, on December 14, 2016, which shipped out on December 29, 2015. Please note Mr. [redacted] contacted Dell on February 26, 2016 and advised he had refused shipment of this order. Records indicate Dell received the product on March 4, 2016, and a credit was processed and applied to Mr. [redacted]’s DPA on that day. There are no records to indicate that Mr. [redacted]’s initial order was returned. We regret any dissatisfaction Mr. [redacted] may have experienced as a result of not receiving his purchase by Christmas 2015 however records indicate he accepted the terms and conditions of the DPA. Furthermore, monthly billing statements were mailed to Mr. [redacted] at the address on file, which matches the address he provided to your office. Please note that Mr. [redacted]’s DPA was closed due to delinquency on July 19, 2016, and subsequently charged off on September 26, 2016 when it became 180 days delinquent. The balance at the time of charge off was $903.23, and remains the balance today. We are accurately reporting Mr. [redacted]’s DPA to the credit bureaus as charged off with a $903.23 balance. We must respectfully decline to make any adjustments to our credit reporting, or for any reimbursement. 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 [redacted]-[redacted], 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
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:All this person can do is state"policy" not apologize and answer my concern that its Dell mistake that when I made the last purchase they neglected to make the appropriate change of address and subsequently...
caused me all this aggravation. It has been my exp with Dell that recently that have thrown the art of "customer service " in the garbage pail. Their tech service is getting worse I dont think it can match the cold response I just received in this letter. Dell takes no responsibility in this matter and offered no apology. Ultimate this is a business and power of the purchaser will always win. I go on record and please inform the composer of that response to me that he or she is going to be soley responsible for me and my friends never spending one red cent on a Dell product ion the future. Its repeat business that companies value ain addition to "Brand name" and Dells in certainly tarnished. Look they cant even apologize , just quote policy? Great job.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This was Not Resolved, By "[redacted] ,Executive Services, With Dell. My Troubles, Continued, for Several Weeks! Yes, I am Finally, able to access my Account. Yes, I was, Finally, allowed Access! However, I am Not Satisfied, With Dell, at all. The Company, who I have Business with, Has No regard to assisting Their Customers!This is a common theme, with Dell!There was not ever, a Question of How Much My Balance Was. There was not Ever A Question, of When I would Make A Payment. There, was not Even A Question, of Who, I was!Because, My Identity, was Verified, Each, and Every Time, I spoke with A Dell, Representative, In The Philippians. I was Verified. I was Verified, Enough, to give my payment info over the Phone. However, I Was Not, verified, enough, To Unlock, My Account, to Pay My Bill, As I have Always Done, These Pass 5 Years?What Changed? Nothing! Actually, Upon, further review! Dell, Did Not Even Respond, To The Revdex.com, For Three Weeks! Let Us Take A Second, and Review This! Why Wait, This long,,, To Respond? Not Interested, in Resolving, an Issue!Clearly, Customer Service, is Not At The Fore Front Of Dell! By, Placing, My Balance, On this Complaint, Demonstrates, How Small Minded, [redacted], With Executive Services, Actually Is. It Takes, Three Weeks, To Respond, To A Simple Request! How, About, The, 7 Times, Dell Called Me At Home, Verified, The Same Exact Info? What Changed?Nothing! Nothing Changed!Did,"[redacted]", Add, That My Account, Has Not Ever, Been, Charged, A Late Fee? Did, He mentioned, That I Am Ahead, Of My Payment Schedule, With Numerous Advance Payments?Of Course Not! Because, his, or her Goal, is to Belittle, or discourage, an individual, who is Accurate, about his Companies, Mistakes!Allow Me To Add, that, Again, This, was a simple issue to fix! Finally, a Representative, with Intelligence, Recognized, That, We have A common, Goal. I would, have Gladly, Used the Automated System to Unlock, My Account! Not One, Representative, At Dell, Or On Behalf, Of Dell, Even, Provided Me With That Option! How is It, That My Bank, Or Banks, Auto Loans, Retirement Account, Auto Insurance, Etc, All Can Provide, PainLess, Solutions, To This! But, Dell, A Computer Company,,,,, Has it The Most, Unreasonable! And, Yet, Still, to This Day,, Not One Individual, From Dell, Executive Office/ Presidents Help Desk, Customer Complaint/Customer Care Division, Has Reached Out To Me, To Attempt, To Address The Situation! This, Is A Clear Demonstration, Of Their Commitment, to Customer Service!
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 he has had an automatic payment set up for two months...
however his Dell Preferred Account (“DPA”) is still receiving late payment notices. Dell Financial Services (“DFS”) records indicate that Mr. [redacted] did not set up an automatic payment until January 19, 2016. At that time he set up his automatic payment to withdraw the minimum amount due each month on the payment due date. Please understand that an automatic payment, or changes to an automatic payment, will not take effect until the billing cycle after the payment is set up, or the changes are made. Mr. [redacted] set up his payment after his January billing statement was generated, on January 18, 2016, with a payment due date of February 13, 2016. As the automatic payment was set up in the current billing cycle, his first automatic payment will not be processed until March 13, 2016, which will be the next billing cycle after the automatic payment was set up. Please note that Mr. [redacted] currently has a total payment due of $122.00 by February 13, 2016, which will not be deducted via his automatic payment. We recommend that Mr. [redacted] go online and make a one-time payment, or call customer service in order to make a payment and avoid a late fee charge. Please understand that 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 DFS has no record of the referenced phone call from Mr. [redacted]. 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. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on October 2, 2017. In...
the complaint Mr. [redacted] states the following: ? He paid his DFS account in full however it is not reporting as paid in full to the credit bureaus. DFS records indicate that Mr. [redacted]’s Dell Preferred Account (DPA) was opened on June 26, 2009. Mr. [redacted] paid the remaining balance of $1,492.46 as reflected on his August 21, 2017 billing statement on September 13, 2017. Mr. [redacted]’s September 21, 2017 billing statement then reflected a zero balance. Please be advised that DFS submits updates to the credit bureaus at the end of each month. There was no contact from Mr. [redacted] requesting that we submit a manual update to the bureaus prior to our end of month update. At the end of September DFS reported to each of the credit bureaus that Mr. [redacted]’s DPA had been paid in full. We have confirmed that his DPA is in fact reflected as paid in full and closed by DFS with Experian, Equifax and Trans Union. Innovis still shows a balance, however the credit agencies may take 30-45 days to reflect the update. 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 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 the follow-up complaint from [redacted]. We appreciate the customers’ desire to have their concerns addressed to their satisfaction. We once again apologize to Ms. [redacted] as it appears that a systematic error resulted in the $128.24 charge posting back to her Dell Preferred Account (“DPA”) on November 29, 2016. We have once again removed this charge and Ms. [redacted]’s DPA now reflects a $0 balance. Please rest assured that we are taking every action necessary in order to prevent this issue from occurring again in the future. Once again we thank Ms. [redacted] for bringing this matter to our attention. Please do not hesitate to contact us should the Revdex.com or the customer have further concerns. Ms. [redacted] may contact me directly at the phone number or email below if she has further questions or concerns regarding her DPA, if she wishes. Sincerely, [redacted] Executive Services Dell Financial Services P: ###-###-#### [redacted][email protected]
Complaint: [redacted]
I am rejecting this response because:
I find it convenient that DFS has no record of phone calls when it isn't in their best interest. Perhaps I should have recorded all my phone calls. I wonder if they have any record of them calling me every morning at 8:15 am at work and hanging up on me.
DFS's statement that they have no record of me creating a profile is meaningless. That was the whole reason I had been contacting them!
Ironically, after I contacted the Revdex.com, I got a call from DFS to create a profile. I thought it was a joke. Why create a profile for a closed account? But I played along. Magically, this time, the profile could be created. If they had just done that the first time, I wouldn't have these issues. DFS will bend over backwards to continue to mop the mess at the Revdex.com but they don't lift a finger to help their customer.
Their statement that they contacted me with options to pay by mail is the form email that I mentioned in the original complaint. In their mind, if they keep sending out a form email, they have done their due diligence. It is irrelevant to them that their user profile site doesn't work.
DFS seems to think that my complaint is about my credit report. And thank you very much for not doing a thing about that. I will be happy to share your "Raving Fans" customer service with my friends and colleagues, and trust me, as a purchasing manager, I have a LOT of colleagues. My complaint is about their lack of customer service. When a customer calls, don't send them a form email. When they call back, DEFINATELY don't send them the same form email! Whoever the guy is at DFS who got my complaint and demanded that some poor girl call me to make sure my dead account had a profile set up, is the guy who should have gotten involved in September. If you would focus on your customer and not CYA, you wouldn't have any CYA to deal with. It's a pretty simple concept.
When I get a letter of apology and my credit history restored, I will consider this matter resolved.
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 July 17,...
2017. In the complaint Mr. [redacted] states the following: ? His account with DFS is on hold and he’s called multiple times however the account has not been reinstated. ? He attempted to escalate to a manager but was told none were available but that he would receive a call back, however no call back was received. 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. On June 8, 2017 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $1,500 and a corresponding Annual Percentage Rate (APR) of 29.99%. On June 9, 2017 Mr. [redacted] placed an order which was referred to our verification department through our normal review process. Records indicate that Mr. [redacted] spoke to a member of our verification team on June 12, 2017 but was unable to successfully complete the verification process at that time and the account remained blocked. Mr. [redacted] called once again on July 1, 2017 but again was unable to successfully complete the verification process. Please note that there is record of Mr. [redacted] asking for a supervisor during his July 1, 2017 call however there were none available. Mr. [redacted]’s call was returned by a supervisor on July 20, 2017. We apologize that he was not called back timely. As of July 10, 2017 DFS has removed the verification block from Mr. [redacted]’s DPA. The initial orders placed on June 8th have shipped to the address on file for Mr. [redacted]. 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
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 I did request that my date be changed and when I asked their customer service rep to speak to a supervisor, I was refused. Since they record these discussions, they do have a record of them.
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] states that she paid her remaining Dell Preferred Account (“DPA”) balance in...
full in September 2015, however as payment was made late she was charged a late fee charge to her account. Ms. [redacted] states that she then paid the late fee charge late and received another late fee. Please be advised that Ms. [redacted]’s July 2015 billing statement reflected a DPA balance of $825.59 due by August 03, 2015. DFS received payment in the amount of $825.59 on August 15, 2015, however by that time her balance had increased to $879.14 due to a $31.45 late fee charge along with a $15.53 interest charge. The $879.14 balance was reflected on her August 07, 2015 billing statement. Ms. [redacted]’s September billing statement, which reflected her payment, reflected a balance of $59.22 due by October 03, 2015. DFS received payment in the amount of $27.77 on October 05, 2015. As this payment was received after her due date once again there was another late fee charge, this time in the amount of $21.69, which was assessed on October 04, 2015. Ms. [redacted]’s October billing statement reflected a balance of $21.01 due by November 03, 2015. DFS did not receive payment by her due date therefore a late fee in the amount of $20.02 was assessed on November 03, 2015, and her November billing statement reflected a balance of $43.23. In regards to the late fee charges, please reference the section of the DPA 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. DFS records indicate that Ms. [redacted] contacted customer care on September 15, 2015 and was provided a courtesy waiver of her August $31.45 late fee. Ms. [redacted] contacted DFS again in October requesting another late fee waiver and her request was denied as she was advised of DFS’ policy to waive only one fee as a courtesy in any twelve month period. 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, therefore we must respectfully decline any further waivers. As of the date of this letter Ms. [redacted]’s Dell Preferred Account balance is $43.23. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her 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 her complaint Ms. [redacted] states she scheduled a payment to satisfy the remaining promotional...
plan balance prior to the promotional expiration. The payment was not withdrawn which led to interest charges and a late fee being assessed to her Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate on December 18, 2015 Ms. [redacted] applied and was approved for a DPA 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 Ms. [redacted] at the time her application for credit was approved. Our records indicate 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised at the time the account was opened, Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $994.77, which was qualified for a promotional financing feature of no interest, if paid in full within 6 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before July 1, 2016. DFS received payment on July 5, 2016 in the amount of $105.77, which had it been received by the July 1st promotional expiration date would have satisfied the remaining promotional plan balance. As the payment was not received by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Ms. [redacted]’s Dell Preferred Account in the amount of $91.64. DFS records indicate Ms. [redacted]’s DPA had been set up on an automatic payment model until she canceled it on June 7, 2016. Records do not indicate the Ms. [redacted] set up another payment until July 5, 2016, after her promotional plan expired, at which point she scheduled a payment for $105.77. Please understand 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 she spoke with a representative from customer care on August 11, 2016, and in the interest of customer satisfaction was given a $50 credit towards the deferred interest charges. We have now waived the remaining DPA balance, consisting of $43.26 in interest as it appears Ms. [redacted] had the intention of paying her promotional balance prior to its expiration. As of the date of this letter the DPA balance is now $0. 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 that she was contacted by Dell Financial Services (“DFS”) regarding a...
Dell Preferred Account (“DPA”) that was opened in her name. Ms. [redacted] states that she has been asked to verify personal information in regards to this account and that she would like DFS to cease contact with her. Please be advised that a credit application was received in Ms. [redacted]’s name on November 15, 2016. 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 the November 15th application was not completed therefore an account was not opened. Ms. [redacted] was mailed a letter on that same day asking that she contact DFS within 21 days in order to verify the information on the application and complete the process to open a DPA. A representative from our verification team called and left Ms. [redacted] a message on November 18, 2016 in an attempt to complete the verification process. On November 22, 2016 Ms. [redacted] responded to the November 15th letter stating that she did not submit this application. On December 2, 2016 Ms. [redacted] was sent a letter in response to her November 22, 2016 reply, asking that she contact DFS as this issue involved sensitive information that DFS could not provide by mail. There are no records of any other contacts with Ms. [redacted] therefore the credit application was not completed and the credit inquiry in relation to the application was deleted from her credit report. 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
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 27, 2017. In the...
complaint [redacted] states the following: ? Technical support always denies warranty service stating they have no records of recent purchases. ? They would like a partial refund for denial of technical support. DFS records indicate that on March 13, 2017 [redacted] made a purchase via our refurbished sales website. All refurbished purchases come with a 100 day warranty as the customer states. Please note though that DFS has no record of a contact from the customer regarding this purchase. The contact number for DFS Support is ###-###-####. We ask the customer to please contact us at that number and someone will be able to assist them with their concern. 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
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 he cancelled an extended warranty in 2012 however it was not...
removed from his account. He states that he has since paid the Dell Preferred Account (“DPA”) in full minus the $239.00 for the warranty, and would like his account to reflect that it is paid in full and for his credit to be repaired. Dell Financial Services (“DFS”) records indicate that on January 1, 2012 Mr. [redacted] applied and was approved for a DPA with a credit limit of $1200.00 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 that 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 that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Mr. [redacted] placed an order with Dell in the amount of $848.10. Mr. [redacted] made four additional purchases between July 2012 and December 2013, totaling $1569.25. One of these orders was for a service contract extension in the amount of $128.41 and was placed in December 2013. There was a July 2012 order in the amount of $239.71 however this order was for a Fujitsu ScanSnap S1100 Deluxe Bundle, not a service contract. There are no records to indicate that Mr. [redacted] contacted either Dell or DFS in regards to cancelling and receiving a credit for any of the orders placed on his DPA. Please note that Mr. [redacted]’s DPA balance as reflected on his June 2015 billing statement was $2264.65. This billing statement reflected a payment due date of July 1, 2015. DFS received payment in the amount of $75.00 on July 2, 2015 which resulted in a late payment fee of $35.00. Mr. [redacted]’s July billing statement was generated on July 6, 2015 with a $2280.34 balance. DFS received payment on July 9, 2015 in the amount of $2020.00. Mr. [redacted]’s August billing statement was then generated with a $270.29 balance. DFS did not receive another payment from Mr. [redacted] after July 9, 2015, and his DPA was closed due to delinquency on December 6, 2015, then later charged-off when it became 180 days past due on March 7, 2016. Please be advised that 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 understand that 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. As of the date of this Page 2 letter Mr. [redacted]’s DPA balance is $569.04. We must respectfully decline to consider Mr. [redacted]’s DPA as paid in full. We must also decline to remove any negative reporting to the credit agencies as we are accurately reporting the account as charged-off with a $569.04 balance. 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
Complaint: [redacted]
I am rejecting this response because: Dell has has never verified that I [redacted] applied for any account. I have not heard a voice recording to validate this. I have not been provided a copy of a signed application with my signature. I have never opened and account or made any payments to Dell. I said Dell alleges that I have made nearly 6,000 dollars for tha computer and then I said whomever made 6000 for a 1200 dollar computer should not be charged an excess of remaining balance of 2500. This is fraud to charge a person 6000 for a 1200 computer. I will contact the [redacted] attorney general for fraud. I am requesting that Dell contact all three credit bureaus and inform them that I don't have an adverse account with Dell. Dell reported adverse information to all three credit bureaus and this has destroyed my credit.
Please stop corporate giants from bullying hardworking Americans like me.
Regards,
[redacted]
I still need to see the following:
t not to respond to a lower APR. They never offered any such thing to me.
List of purchases for 14 items from Dell.
I still feel they are totally dishonest and ripping people off.
They stated I was offered a lower APR and I did not respond to their offer, I am not an I
I would like them to refund some amount back to me as so far I have paid them close to $ 8,000 most of it was interest charged as they refused to lower my APR on several occasions.
I still think Revdex.com or someone should look into this business as I am sure they are ripping off lots of people.
Thank you,
Please see the attached response and supporting documents. Dear Madam or Sir: We are in receipt of the follow-up from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 30, 2017. In the complaint Ms. [redacted] states the following: ? She would like proof that the lien on her property has been released. Please note that on April 5, 2017 DFS received the attached documents from the law office that was assigned to the judgement against Ms. [redacted]. These documents evidence that the Release of Lien and the Satisfaction of Judgement were filed with the courts on April 5, 2017. 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:DFS is asking to contact FedEx for shipping, this whole thing started because DFS was intervening with FedEx delivery acceptance. Please get the full transcript of my conversion with FedEx not just notes or tracking
information. FedEx has clearly mentioned that shipper has contacted them not to honor customer request. I have been a customer of DFS from 2010, I have picked shipments from FedEx warehouse of [redacted] location and also rescheduled delivery time from FedEx. Secondly, number of business days between Feb 20th 2018 to Mar 6th 2018 is 11. Also please note I checked on 7th and 8th as well there was no credit from DFS, which is outside operating procedure. Now please do not ask me talk to my bank. Note from DFS responce: "We previously advised that customers will be charged a restocking fee if they return their order or do not accept delivery."My Response: I was willing to accept delivery and FedEx was willing to honor reschedule. Third,
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 Dell failed to deliver on a promised delivery date and they...
opened a Dell Preferred Account (“DPA”) without his knowledge. Dell Financial Services (“DFS”) records indicate on December 7, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2000.00 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. At the time of the account opening Mr. [redacted] placed an order with Dell in the amount of $523.55, which was placed on his DPA. Please note there is no record of a promised delivery date before Christmas. This order shipped out on December 23, 2016 and was delivered to Mr. [redacted]’s door on December 28, 2016. Prior to the initial order shipping out Mr. [redacted] placed a second order on his DPA, in the amount of $534.24, on December 14, 2016, which shipped out on December 29, 2015. Please note Mr. [redacted] contacted Dell on February 26, 2016 and advised he had refused shipment of this order. Records indicate Dell received the product on March 4, 2016, and a credit was processed and applied to Mr. [redacted]’s DPA on that day. There are no records to indicate that Mr. [redacted]’s initial order was returned. We regret any dissatisfaction Mr. [redacted] may have experienced as a result of not receiving his purchase by Christmas 2015 however records indicate he accepted the terms and conditions of the DPA. Furthermore, monthly billing statements were mailed to Mr. [redacted] at the address on file, which matches the address he provided to your office. Please note that Mr. [redacted]’s DPA was closed due to delinquency on July 19, 2016, and subsequently charged off on September 26, 2016 when it became 180 days delinquent. The balance at the time of charge off was $903.23, and remains the balance today. We are accurately reporting Mr. [redacted]’s DPA to the credit bureaus as charged off with a $903.23 balance. We must respectfully decline to make any adjustments to our credit reporting, or for any reimbursement. 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 [redacted]-[redacted], 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
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:All this person can do is state"policy" not apologize and answer my concern that its Dell mistake that when I made the last purchase they neglected to make the appropriate change of address and subsequently...
caused me all this aggravation. It has been my exp with Dell that recently that have thrown the art of "customer service " in the garbage pail. Their tech service is getting worse I dont think it can match the cold response I just received in this letter. Dell takes no responsibility in this matter and offered no apology. Ultimate this is a business and power of the purchaser will always win. I go on record and please inform the composer of that response to me that he or she is going to be soley responsible for me and my friends never spending one red cent on a Dell product ion the future. Its repeat business that companies value ain addition to "Brand name" and Dells in certainly tarnished. Look they cant even apologize , just quote policy? Great job.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This was Not Resolved, By "[redacted] ,Executive Services, With Dell. My Troubles, Continued, for Several Weeks! Yes, I am Finally, able to access my Account. Yes, I was, Finally, allowed Access! However, I am Not Satisfied, With Dell, at all. The Company, who I have Business with, Has No regard to assisting Their Customers!This is a common theme, with Dell!There was not ever, a Question of How Much My Balance Was. There was not Ever A Question, of When I would Make A Payment. There, was not Even A Question, of Who, I was!Because, My Identity, was Verified, Each, and Every Time, I spoke with A Dell, Representative, In The Philippians. I was Verified. I was Verified, Enough, to give my payment info over the Phone. However, I Was Not, verified, enough, To Unlock, My Account, to Pay My Bill, As I have Always Done, These Pass 5 Years?What Changed? Nothing! Actually, Upon, further review! Dell, Did Not Even Respond, To The Revdex.com, For Three Weeks! Let Us Take A Second, and Review This! Why Wait, This long,,, To Respond? Not Interested, in Resolving, an Issue!Clearly, Customer Service, is Not At The Fore Front Of Dell! By, Placing, My Balance, On this Complaint, Demonstrates, How Small Minded, [redacted], With Executive Services, Actually Is. It Takes, Three Weeks, To Respond, To A Simple Request! How, About, The, 7 Times, Dell Called Me At Home, Verified, The Same Exact Info? What Changed?Nothing! Nothing Changed!Did,"[redacted]", Add, That My Account, Has Not Ever, Been, Charged, A Late Fee? Did, He mentioned, That I Am Ahead, Of My Payment Schedule, With Numerous Advance Payments?Of Course Not! Because, his, or her Goal, is to Belittle, or discourage, an individual, who is Accurate, about his Companies, Mistakes!Allow Me To Add, that, Again, This, was a simple issue to fix! Finally, a Representative, with Intelligence, Recognized, That, We have A common, Goal. I would, have Gladly, Used the Automated System to Unlock, My Account! Not One, Representative, At Dell, Or On Behalf, Of Dell, Even, Provided Me With That Option! How is It, That My Bank, Or Banks, Auto Loans, Retirement Account, Auto Insurance, Etc, All Can Provide, PainLess, Solutions, To This! But, Dell, A Computer Company,,,,, Has it The Most, Unreasonable! And, Yet, Still, to This Day,, Not One Individual, From Dell, Executive Office/ Presidents Help Desk, Customer Complaint/Customer Care Division, Has Reached Out To Me, To Attempt, To Address The Situation! This, Is A Clear Demonstration, Of Their Commitment, to Customer Service!
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 he has had an automatic payment set up for two months...
however his Dell Preferred Account (“DPA”) is still receiving late payment notices. Dell Financial Services (“DFS”) records indicate that Mr. [redacted] did not set up an automatic payment until January 19, 2016. At that time he set up his automatic payment to withdraw the minimum amount due each month on the payment due date. Please understand that an automatic payment, or changes to an automatic payment, will not take effect until the billing cycle after the payment is set up, or the changes are made. Mr. [redacted] set up his payment after his January billing statement was generated, on January 18, 2016, with a payment due date of February 13, 2016. As the automatic payment was set up in the current billing cycle, his first automatic payment will not be processed until March 13, 2016, which will be the next billing cycle after the automatic payment was set up. Please note that Mr. [redacted] currently has a total payment due of $122.00 by February 13, 2016, which will not be deducted via his automatic payment. We recommend that Mr. [redacted] go online and make a one-time payment, or call customer service in order to make a payment and avoid a late fee charge. Please understand that 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 DFS has no record of the referenced phone call from Mr. [redacted]. 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. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on October 2, 2017. In...
the complaint Mr. [redacted] states the following: ? He paid his DFS account in full however it is not reporting as paid in full to the credit bureaus. DFS records indicate that Mr. [redacted]’s Dell Preferred Account (DPA) was opened on June 26, 2009. Mr. [redacted] paid the remaining balance of $1,492.46 as reflected on his August 21, 2017 billing statement on September 13, 2017. Mr. [redacted]’s September 21, 2017 billing statement then reflected a zero balance. Please be advised that DFS submits updates to the credit bureaus at the end of each month. There was no contact from Mr. [redacted] requesting that we submit a manual update to the bureaus prior to our end of month update. At the end of September DFS reported to each of the credit bureaus that Mr. [redacted]’s DPA had been paid in full. We have confirmed that his DPA is in fact reflected as paid in full and closed by DFS with Experian, Equifax and Trans Union. Innovis still shows a balance, however the credit agencies may take 30-45 days to reflect the update. 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 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 the follow-up complaint from [redacted]. We appreciate the customers’ desire to have their concerns addressed to their satisfaction. We once again apologize to Ms. [redacted] as it appears that a systematic error resulted in the $128.24 charge posting back to her Dell Preferred Account (“DPA”) on November 29, 2016. We have once again removed this charge and Ms. [redacted]’s DPA now reflects a $0 balance. Please rest assured that we are taking every action necessary in order to prevent this issue from occurring again in the future. Once again we thank Ms. [redacted] for bringing this matter to our attention. Please do not hesitate to contact us should the Revdex.com or the customer have further concerns. Ms. [redacted] may contact me directly at the phone number or email below if she has further questions or concerns regarding her DPA, if she wishes. Sincerely, [redacted] Executive Services Dell Financial Services P: ###-###-#### [redacted][email protected]
Complaint: [redacted]
I am rejecting this response because:
I find it convenient that DFS has no record of phone calls when it isn't in their best interest. Perhaps I should have recorded all my phone calls. I wonder if they have any record of them calling me every morning at 8:15 am at work and hanging up on me.
DFS's statement that they have no record of me creating a profile is meaningless. That was the whole reason I had been contacting them!
Ironically, after I contacted the Revdex.com, I got a call from DFS to create a profile. I thought it was a joke. Why create a profile for a closed account? But I played along. Magically, this time, the profile could be created. If they had just done that the first time, I wouldn't have these issues. DFS will bend over backwards to continue to mop the mess at the Revdex.com but they don't lift a finger to help their customer.
Their statement that they contacted me with options to pay by mail is the form email that I mentioned in the original complaint. In their mind, if they keep sending out a form email, they have done their due diligence. It is irrelevant to them that their user profile site doesn't work.
DFS seems to think that my complaint is about my credit report. And thank you very much for not doing a thing about that. I will be happy to share your "Raving Fans" customer service with my friends and colleagues, and trust me, as a purchasing manager, I have a LOT of colleagues. My complaint is about their lack of customer service. When a customer calls, don't send them a form email. When they call back, DEFINATELY don't send them the same form email! Whoever the guy is at DFS who got my complaint and demanded that some poor girl call me to make sure my dead account had a profile set up, is the guy who should have gotten involved in September. If you would focus on your customer and not CYA, you wouldn't have any CYA to deal with. It's a pretty simple concept.
When I get a letter of apology and my credit history restored, I will consider this matter resolved.
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 July 17,...
2017. In the complaint Mr. [redacted] states the following: ? His account with DFS is on hold and he’s called multiple times however the account has not been reinstated. ? He attempted to escalate to a manager but was told none were available but that he would receive a call back, however no call back was received. 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. On June 8, 2017 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $1,500 and a corresponding Annual Percentage Rate (APR) of 29.99%. On June 9, 2017 Mr. [redacted] placed an order which was referred to our verification department through our normal review process. Records indicate that Mr. [redacted] spoke to a member of our verification team on June 12, 2017 but was unable to successfully complete the verification process at that time and the account remained blocked. Mr. [redacted] called once again on July 1, 2017 but again was unable to successfully complete the verification process. Please note that there is record of Mr. [redacted] asking for a supervisor during his July 1, 2017 call however there were none available. Mr. [redacted]’s call was returned by a supervisor on July 20, 2017. We apologize that he was not called back timely. As of July 10, 2017 DFS has removed the verification block from Mr. [redacted]’s DPA. The initial orders placed on June 8th have shipped to the address on file for Mr. [redacted]. 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