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 his attempts to make a payment by the July...
6, 2015 Dell Preferred Account (“DPA”) due date. We regret any frustration Mr. [redacted] may have experienced during his attempts to make a recent payment. We strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in his complete satisfaction. Dell Financial Services (“DFS”) records indicate that an account was opened in [redacted] [redacted]’s name on March 11, 2006. Please understand that Ms. [redacted]’s online DFS profile was locked on July 3, 2015 when the security questions set up on her profile were answered incorrectly. Please note that once an online DFS profile is locked DFS must speak with the account holder by phone in order to unlock the profile. Ms. [redacted] called DFS on July 6, 2015 and her online profile was unlocked. Please note that Mr. [redacted] contacted customer care on July 3, 2015 stating that he attempted to make a payment through the automated phone system, after the online profile was locked. Mr. [redacted] was advised that as he was not an account designee at that time that we could not unlock the online profile, or provide account specific information. Mr. [redacted] asked to speak to a supervisor, but disconnected the call prior to the supervisor coming on the line. Please note that we have reviewed this call and Mr. [redacted] was on hold for 2 minutes and 22 seconds prior to disconnecting the call. Furthermore, we did not detect any unprofessional behavior by the agent with whom Mr. [redacted] spoke. DFS received an email from the customer on July 3, 2015 regarding the locked online profile, and was advised that the account holder must call in in order to unlock the profile. On July 6, 2015 Ms. [redacted] called customer service and the online profile was unlocked. At that time she was advised of the pending July 3, 2015 payment, and was provided a confirmation number. During this call Ms. [redacted] added Mr. [redacted] to her DPA as an authorized designee as well. As an authorized designee on the DPA DFS is authorized to speak with Mr. [redacted] and discuss account details however he would not be authorized to make any changes to the account, or to unlock a locked online DFS profile. Please note that the $51.00 payment posted to Ms. [redacted]’s DPA with an effective date of July 3, 2015. Additionally, DFS received an online payment in the amount of $400.00 on July 6, 2015. As of the date of this letter Ms. [redacted]’s DPA balance is $1218.09. 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 that her companies’ lease payments are not being applied...
correctly, which is causing one of their leases to fall behind on payments, while the other is ahead. Records indicate that [redacted]. has two leases with Dell Financial Services (“DFS”). Lease ending in 001 commenced on January 28, 2013 and lease ending in 002 commenced on July 31, 2014. Please understand that a separate invoice is mailed for each lease, each with one payment remittance slip. DFS has been receiving three checks in one envelope with the remittance for lease ending in 002. This has caused issues with how payments are being applied as the individual checks often did not match the total amount due. When the checks don’t match the total amount due on the invoice payments are applied per our payment hierarchy, with any past due being applied first before the current due is paid. This has resulted in some of the payments being applied to lease 001 which then resulted in that lease being paid ahead while lease 002 fell behind. Please note that Ms. [redacted] has been in contact with a supervisor at DFS who has been working with her to ensure that all of her payments are applied correctly. Ms. [redacted] was advised that lease 001 has been corrected and the lease has been disposed. Lease ending in 002 is currently being corrected to ensure that all payments are applied appropriately. Ms. [redacted] will be contacted by the supervisor that is working to correct the payment application issue on her lease once all corrections have been made. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: This was not explained to me when I placed my order for the battery. Upon ordering the battery I stated needed to update my address. The Dell representative took my new address and did not say there were any more steps to update my address. He did not tell me to send a letter in writing or to go to a website to update my address. As far as contacting credit companies, they told me to contact the company. This game of ping pong is rediculous so I contacted the Revdex.com instead.
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 made payment arrangements which paid her remaining...
Dell Preferred Account (“DPA”) balance however she is still receiving billing statements and Collection notices. Records indicate that Ms. [redacted] contacted Dell Financial Services (“DFS”) on April 6, 2015 and set up a Pre-Authorized Payment in the amount of $50 for six months, beginning in April. The last of these payments posted to Ms. [redacted]’s DPA on September 30, 2015. After her September payment Ms. [redacted] still had a remaining DPA balance of $38.66. There was no contact from Ms. [redacted] after that date, until December 9, 2015, at which point she made a payment for the remaining DPA balance of $38.66. As Ms. [redacted]’s non-payment for the months of October and November were not as a result of action or inaction on the part of DFS, we must respectfully decline her request for compensation in the amount of $200. As of December 9, 2015 Ms. [redacted]’s DPA balance is zero. There are no further payments scheduled. In regard to Ms. [redacted]’s statement that she was sent a letter stating she still owes on her account, please note that we do not have record of any such letter. Ms. [redacted] was mailed a statement reflecting a zero balance on January 1, 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. 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
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 and supporting document. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have her concerns addressed to her satisfaction. Please note that in our previous response we advised that a supervisor was working to ensure that all of Ms. [redacted]’ payments were applied appropriately. The last payment correction was made on April 28, 2016, and Ms. [redacted] was informed that her lease was current at that time. Ms. [redacted]’ April invoice generated before the last of the payment adjustments was made therefore it still showed lease ending in 002 as past due. Please see the attached manual invoice that was created for Ms. [redacted] to show her lease as current. This was emailed to her on May 3, 2016 as well. Regarding the Collection calls Ms. [redacted] states she is receiving, please note that a cease and desist was placed on Ms. [redacted]’ lease on April 19, 2016, which would prevent any further Collection calls from being made to her. Records indicate the last Collection call made to Ms. [redacted] was on April 15, 2016. We hope this letter further explains our position in 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 and transaction history. 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 his Dell Preferred Account...
(“DPA”) balance. He also states he did not receive a credit that was promised to him by Dell. Dell Financial Services (“DFS”) records indicate on May 3, 2006 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1500 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. Please be advised at the time of the account opening Mr. [redacted] placed an order with Dell in the amount of $651.63. Mr. [redacted] made thirty-one additional purchases between December 2006 and October 2015, totaling $7990.40. Please note DFS only received one prior request for an account recon, which was in December 2015, and a transaction history was emailed to Mr. [redacted] on January 4, 2016 per this request. There is no record of any contact between DFS and Mr. [redacted] since that date. We have included an up to date transaction history with this letter for reference. Please be advised Mr. [redacted]’s DPA was set up with automatic payments in May 2015. Mr. [redacted]’s payments are being withdrawn on his payment due date however these payments may take 2-3 days to post to his DPA. Due to this delay Mr. [redacted] may have seen a late fee assessed to his DPA, however on each occasion it was automatically reversed. There have been no late fees assessed that were not automatically reversed since his DPA was set up on automatic payments. Regarding the credit Mr. [redacted] claims he was promised by Dell, please note we have reached out to Dell on his behalf and found he was offered a $50 credit when he contacted them requesting to return his order. Unfortunately this credit was not processed, though. As far as the protection plan, please understand this is a fee that is built into the system and was not an extra charge to Mr. [redacted]. With that being said we have processed a $100 credit to accommodate for the built in warranty charge as well as the original credit Mr. [redacted] was offered. This credit will post to his DPA within 2-3 business days. 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 letter his Dell Preferred Account balance is $2651.63. Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:First of all, I am female. I don't know why you keep referring to me as HE. Please check the account information.Also, in the response, it is written that I have received a call inquiry from dell. I HAVE NOT RECEIVED ANY CALL FROM DELL EVER, it has almost been a month. Nobody has asked me any verification information and even if they did, I provided it right. I have talked to DFS customer care, they told me that their manager was going to call me in one hour, nobody called me. If you assure me that I will receive a call, I expect a call from you. But I did not receive any call. I called DFS customer care on ###-###-####, the customer care representative gave me the number to call for verification, which was ###-###-####, when I called this number, IT WAS THE SAME PERSON PICKING UP THE CALL, in different department!!! and she told me the same thing that a verification is needed. If you were going to reply me the same thing, why bother giving me another number to call? They always tell me the same thing, that somebody is going to reach me from DFS for verification. As you have written in the response, that a mail was sent for verification, I have not received any mail regarding verification. Please contact your postal service.I already contacted Experian to verify the identity, they told me that every thing is fine with my information, and I should be able to get a credit card from DELL as I have already been given the credit and hold should be removed. If you cannot contact me via mail, email or call, it is your problem, not mine. Because I keep checking my mail, email and cellphone regularly, if you had contacted me, I would have known and replied.
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 feels his Dell Preferred Account (“DPA”) has...
been assessed interest charges while on a special financing promotion. Dell Financial Services (“DFS”) records indicate that on May 23, 2015 Mr. [redacted] applied and was approved for a DPA with a credit limit of $3000.00 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 the account was opened Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $1400.07. This purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) months. In order to avoid interest charges on this purchase, the Total Dell Order amount must be received on or before June 4, 2016. Mr. [redacted] placed two additional orders on August 17, 2015, totaling $763.23. These orders were qualified for a promotional financing feature of no interest, if paid in full within six (6) months. In order to avoid interest charges on these orders, the remaining promotional balance of $472.82 must be paid by Mr. [redacted]’s March 4, 2016 promotional expiration date as listed on his February 2016 billing statement. In addition to the promotional orders, Mr. [redacted] placed two orders on September 14, 2015, totaling $362.55. These orders were not placed on a special financing promotion, and accrued interest until they were paid in full on December 7, 2015. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS lists the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a Page 2 thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 29.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 29.99% (variable). Payments are applied to your total minimum payment due. Please understand that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balance. The total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greater. Any payment amount over the minimum payment due will be applied to the promotional plan that expires soonest. Please note that because there is a minimum payment due to each plan DFS cannot advise of a set amount for a customer to pay each month to pay off a particular promotional plan. If Mr. [redacted] would like his payments allocated any differently then he may contact customer service at ###-###-#### after making the payment and request it to be allocated however he chooses. Please be advised that when customers are one day late DFS will charge a late fee charge to their Dell Preferred Account. Mr. [redacted]’s payment has been received late on six occasions, totaling $200.00 in 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. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA. As of the date of this letter Mr. [redacted]’s DPA balance is $1683.01. Please see the attached transaction history which includes all purchases, payments and charges to the DPA. Regarding the referenced contacts to customer service, records indicate that Mr. [redacted] contacted DFS on February 8, 2016, at which point he was advised of the balance, late fees and upcoming promotional expiration date. Prior to that call, the only other call referencing a promotional plan was when Mr. [redacted]’s spouse contacted DFS on November 4, 2015 and was explained the different plans, balances and expiration dates to her. We hope this letter and the attached documentation 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 made a payment to pay the remaining balance on her Dell...
Preferred Account (“DPA”) in June, however this payment has not yet posted to her account. Dell Financial Services (“DFS”) records indicate Ms. [redacted] had a $1011.09 balance reflecting on her June 2016 billing statement. DFS received a check dated July 6, 2016 in the amount of $1011.09, however the check did not include the last three digits of the account number and was misapplied to the wrong account. Please note the account Ms. [redacted]’s check was applied to had been sold to one of our debt buyers. As of November 28, 2016 DFS has received the funds from the debt buyer and applied them to Ms. [redacted]’s DPA. We apologize for the delay in retrieving the funds from the debt buyer. Please note we have processed a refund for the four payments totaling $184.00 that Ms. [redacted] made to her DPA from July 25 to November 2, 2016. She should expect a refund check in the mail within 7-10 business days. 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: Please note that Mr. [redacted]’s Dell Preferred Account (“DPA”) became 180 days delinquent and was charged-off on September 19, 2016, after he was offered but prior to accepting the previously discussed payment relief plan. Dell Financial Services (“DFS”) needed to reverse the charge-off and reset Mr. [redacted]’s DPA to 150 days delinquent before placing him on the payment relief plan. We apologize for the delay while these actions were being completed. Please note that on October 4, 2016, after the charge-off was reversed a member of our Collections team emailed Mr. [redacted] and extended a payment program to him. The details included a payment of $87.00, due by October 10, 2016, then eleven additional payments of $73.00 per month. Mr. [redacted] replied to the email stating that he understood and accepted the terms of this offer but asked that the first payment be due on November 8, 2016. A reply was sent to Mr. [redacted] advising that we’ve already had to reverse the charge-off on his DPA in order to offer this program and that the payment must be made by October 10, 2016. Mr. [redacted] stated that he would make the payment that Friday (October 7th). Payment had not yet been received when on October 10, 2016 Mr. [redacted] emailed Collections and stated that his payment would be going out on October 11th. Please note that payment has not yet posted to Mr. [redacted]’s account, however as long as payment is received by October 15, 2016 we can avoid a charge-off on his account. If payment is not received by October 15, 2016 Mr. [redacted]’s account will be charged-off and no further exceptions will be made. We hope this letter explains and resolves this matter with finality. 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 although he has paid his Dell Preferred Account (“DPA”) balance in...
full, Dell Financial Services (“DFS”) has yet to release a lien filed against him. Records indicate that Mr. [redacted]’s DPA was closed due to delinquency on August 19, 2007, and later charged-off with a $2647.00 balance on December 24, 2007. On January 16, 2009 DFS was awarded a judgment. A final payment was made towards the judgment on March 26, 2015, in the amount of $221.50, however we have no record of a previous request to release the lien. A paid in full letter was sent to the customer on April 22, 2015. Upon receiving Mr. [redacted]’s request through your office we have filed a Satisfaction of Judgment with the [redacted] Courthouse. 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 his complaint, Mr. [redacted] states that a Dell Preferred Account (“DPA”) was fraudulently opened in...
his name. We regret any frustration Mr. [redacted] feels he has experienced as a result of this issue. Dell Financial Services (“DFS”) records indicate that a DPA Account was opened using Mr. [redacted]’s personal identifying information on July 29, 2015. 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 four (4) purchases made, totaling $3658.96. Records indicate that Mr. [redacted] first contacted DFS in regards to possible fraudulent activity on the account on August 13, 2015. At that time customer service connected Mr. [redacted] with the fraud department and a fraud claim was opened. Mr. [redacted] called back the next day, after receiving the equipment that was ordered under his DPA. The customer service agent offered to connect him with the fraud department but Mr. [redacted] had to take another call and a callback was scheduled. On August 17, 2015 Mr. [redacted] contacted customer service again and was connected with the fraud department who advised that DFS will recover the unauthorized orders from him rather than having him ship the orders back to us. On August 19, 2015 the fraud claim was closed due to no contact after a third unsuccessful call to Mr. [redacted]. At that time a fraud affidavit was mailed to Mr. [redacted] which was required in order to proceed with the fraud claim. Please note that there was no further contact from Mr. [redacted]. On September 16, 2015 DFS did receive the police report and fraud affidavit, however were unable to initially reach Mr. [redacted] by phone in order to complete the investigation. On September 28, 2015 our Fraud team was able to reach Mr. [redacted] and his fraud claim was accepted. At that time his DPA was charged-off due to fraud. The attached letter was sent to Mr. [redacted] advising of this as well. Please be advised that we have submitted a request to have all four credit agencies update their records to delete the fraudulent DFS trade line. Please note, while DFS reports to 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. Please allow 30-45 days for the corrections to be reflected on Mr. [redacted]’s credit report. If he 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], they did not however, mention the time an employee of theirs did contact me at my place of business and I was told they still could not verify my account. Regardless of that I find that this resolution is satisfactory to me. I only want this account closed as I will never do business with Dell or recommend them or their computers to anyone.
Regards,
[redacted]
Today’s Date: 09/04/2015 Dear Revdex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. We...
thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted]@Dell.com . Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.
Please see the attached response. Dear Madam or Sir: We are in receipt of the follow-up complaint from Dr. [redacted] originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 3, 2017. In the complaint Dr. [redacted] states the following: ? He only received a partial refund for his order. Please understand that it was our intention to credit Dr. [redacted] in full for his purchase as we stated in our previous response. As shipping and handling as well as restocking fees are standard on returns regarding refurbished items our system automatically deducted these fees from the refund that was issued to Dr. [redacted]. We have now processed a refund for these fees resulting in a full refund. We regret any inconvenience this may have caused to Dr. [redacted]. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see the attached response. Dear 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 satisfied the terms of an agreement with...
Collections that would have re-aged his Dell Preferred Account (“DPA”) however his account was not re-aged. Dell Financial Services (“DFS”) records indicate that Mr. [redacted] contacted Collections on June 23, 2015 and was offered a re-age program that would clear the past due amount on his DPA and bring it to a current status on August 18, 2015 after he made three (3) consecutive $58.00 payments. Mr. [redacted] made the payments as agreed and contacted Collections regarding the re-age on August 18, 2015. At that time he was advised that his account would indeed be re-aged. Mr. [redacted] contacted Collections twice on September 02, 2015 after his account had not yet been re-aged and was advised during the first call that his account did not qualify for a re-age due to a promotional credit plan. During the second call he was advised that the first payment towards the re-age program he was offered didn’t count towards it and that he needed to make one more. Mr. [redacted] made one more payment on September 15, 2015 and then contacted Collections again on September 16, 2015. At that time he was advised again that due to the promotional credit plan his account did not qualify for a re-age program. The agent waived a $35.00 late fee at that time as a courtesy. Please understand that due to the promotional credit plan on Mr. [redacted]’s DPA he would not have qualified for a re-age program, however since it was offered on June 23, 2015 we have honored it. Mr. [redacted]’s DPA has now been re-aged which has cleared the past due amount and brought the account status to current. As of the date of this letter Mr. [redacted]’s DPA balance is $1621.34. His next minimum monthly payment of $49.00 is due by October 18, 2015. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We regret any inconvenience this matter has caused to Mr. [redacted] and we thank him for bringing it to our attention. 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 notified Dell every month since June 2015 of her address...
change however her address as reflected on her Dell Preferred Account (“DPA”) has not been changed which is causing her to incur late fee charges. Dell Financial Services (“DFS”) records indicate that Ms. [redacted] has two accounts, DPA ending in 0371 was opened on May 20, 2006 and remains open and current with a $1632.17 balance. On January 18, 2009 Ms. [redacted] made an Alienware purchase and Alienware Titanium Account (“ATA”) ending in 1318 was opened. Please note that this account was closed per Ms. [redacted]’ request on November 18, 2009, and currently has a $52.72 balance. Please be advised that the billing address on the DPA was updated to the address that Ms. [redacted] provided to the Revdex.com on June 20, 2015. DFS received two more requests to update the address on this account in December 2015 and January 2016 however no action was taken as the address had previously been updated. There was no address change request on the ATA until April 4, 2016, at which point the address was updated to the address Ms. [redacted] provided to the Revdex.com. Please understand that it is the responsibility of the customer to ensure that her billing address is updated by notifying DFS of her new address on each of her financial accounts with us. Please reference the terms and conditions regarding change of address: Change of Address. If you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at www.[redacted].com. After reviewing the payment history on the ATA, DFS finds that Ms. [redacted]’ minimum monthly payment amount was received late on three occasions since she stated she notified us of the address change in June 2015. These late fees totaled $45.00. Please note that one of the late fees, $15.00, was waived as a courtesy to Ms. [redacted] when she contacted customer service by mail in April, 2016. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers DPA. 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. All fees assessed to Ms. [redacted]’ accounts have been assessed in accordance with the agreed upon terms and conditions, therefore we must respectfully decline any further waivers. Please keep in mind that because interest accrues on her accounts daily she may have additional interest charges assessed on her next regular statements, which are set to generate for each account on the 25th. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding his attempts to make a payment by the July...
6, 2015 Dell Preferred Account (“DPA”) due date. We regret any frustration Mr. [redacted] may have experienced during his attempts to make a recent payment. We strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in his complete satisfaction. Dell Financial Services (“DFS”) records indicate that an account was opened in [redacted] [redacted]’s name on March 11, 2006. Please understand that Ms. [redacted]’s online DFS profile was locked on July 3, 2015 when the security questions set up on her profile were answered incorrectly. Please note that once an online DFS profile is locked DFS must speak with the account holder by phone in order to unlock the profile. Ms. [redacted] called DFS on July 6, 2015 and her online profile was unlocked. Please note that Mr. [redacted] contacted customer care on July 3, 2015 stating that he attempted to make a payment through the automated phone system, after the online profile was locked. Mr. [redacted] was advised that as he was not an account designee at that time that we could not unlock the online profile, or provide account specific information. Mr. [redacted] asked to speak to a supervisor, but disconnected the call prior to the supervisor coming on the line. Please note that we have reviewed this call and Mr. [redacted] was on hold for 2 minutes and 22 seconds prior to disconnecting the call. Furthermore, we did not detect any unprofessional behavior by the agent with whom Mr. [redacted] spoke. DFS received an email from the customer on July 3, 2015 regarding the locked online profile, and was advised that the account holder must call in in order to unlock the profile. On July 6, 2015 Ms. [redacted] called customer service and the online profile was unlocked. At that time she was advised of the pending July 3, 2015 payment, and was provided a confirmation number. During this call Ms. [redacted] added Mr. [redacted] to her DPA as an authorized designee as well. As an authorized designee on the DPA DFS is authorized to speak with Mr. [redacted] and discuss account details however he would not be authorized to make any changes to the account, or to unlock a locked online DFS profile. Please note that the $51.00 payment posted to Ms. [redacted]’s DPA with an effective date of July 3, 2015. Additionally, DFS received an online payment in the amount of $400.00 on July 6, 2015. As of the date of this letter Ms. [redacted]’s DPA balance is $1218.09. 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 that her companies’ lease payments are not being applied...
correctly, which is causing one of their leases to fall behind on payments, while the other is ahead. Records indicate that [redacted]. has two leases with Dell Financial Services (“DFS”). Lease ending in 001 commenced on January 28, 2013 and lease ending in 002 commenced on July 31, 2014. Please understand that a separate invoice is mailed for each lease, each with one payment remittance slip. DFS has been receiving three checks in one envelope with the remittance for lease ending in 002. This has caused issues with how payments are being applied as the individual checks often did not match the total amount due. When the checks don’t match the total amount due on the invoice payments are applied per our payment hierarchy, with any past due being applied first before the current due is paid. This has resulted in some of the payments being applied to lease 001 which then resulted in that lease being paid ahead while lease 002 fell behind. Please note that Ms. [redacted] has been in contact with a supervisor at DFS who has been working with her to ensure that all of her payments are applied correctly. Ms. [redacted] was advised that lease 001 has been corrected and the lease has been disposed. Lease ending in 002 is currently being corrected to ensure that all payments are applied appropriately. Ms. [redacted] will be contacted by the supervisor that is working to correct the payment application issue on her lease once all corrections have been made. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: This was not explained to me when I placed my order for the battery. Upon ordering the battery I stated needed to update my address. The Dell representative took my new address and did not say there were any more steps to update my address. He did not tell me to send a letter in writing or to go to a website to update my address. As far as contacting credit companies, they told me to contact the company. This game of ping pong is rediculous so I contacted the Revdex.com instead.
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 made payment arrangements which paid her remaining...
Dell Preferred Account (“DPA”) balance however she is still receiving billing statements and Collection notices. Records indicate that Ms. [redacted] contacted Dell Financial Services (“DFS”) on April 6, 2015 and set up a Pre-Authorized Payment in the amount of $50 for six months, beginning in April. The last of these payments posted to Ms. [redacted]’s DPA on September 30, 2015. After her September payment Ms. [redacted] still had a remaining DPA balance of $38.66. There was no contact from Ms. [redacted] after that date, until December 9, 2015, at which point she made a payment for the remaining DPA balance of $38.66. As Ms. [redacted]’s non-payment for the months of October and November were not as a result of action or inaction on the part of DFS, we must respectfully decline her request for compensation in the amount of $200. As of December 9, 2015 Ms. [redacted]’s DPA balance is zero. There are no further payments scheduled. In regard to Ms. [redacted]’s statement that she was sent a letter stating she still owes on her account, please note that we do not have record of any such letter. Ms. [redacted] was mailed a statement reflecting a zero balance on January 1, 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. 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
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 and supporting document. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have her concerns addressed to her satisfaction. Please note that in our previous response we advised that a supervisor was working to ensure that all of Ms. [redacted]’ payments were applied appropriately. The last payment correction was made on April 28, 2016, and Ms. [redacted] was informed that her lease was current at that time. Ms. [redacted]’ April invoice generated before the last of the payment adjustments was made therefore it still showed lease ending in 002 as past due. Please see the attached manual invoice that was created for Ms. [redacted] to show her lease as current. This was emailed to her on May 3, 2016 as well. Regarding the Collection calls Ms. [redacted] states she is receiving, please note that a cease and desist was placed on Ms. [redacted]’ lease on April 19, 2016, which would prevent any further Collection calls from being made to her. Records indicate the last Collection call made to Ms. [redacted] was on April 15, 2016. We hope this letter further explains our position in 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 and transaction history. 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 his Dell Preferred Account...
(“DPA”) balance. He also states he did not receive a credit that was promised to him by Dell. Dell Financial Services (“DFS”) records indicate on May 3, 2006 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1500 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. Please be advised at the time of the account opening Mr. [redacted] placed an order with Dell in the amount of $651.63. Mr. [redacted] made thirty-one additional purchases between December 2006 and October 2015, totaling $7990.40. Please note DFS only received one prior request for an account recon, which was in December 2015, and a transaction history was emailed to Mr. [redacted] on January 4, 2016 per this request. There is no record of any contact between DFS and Mr. [redacted] since that date. We have included an up to date transaction history with this letter for reference. Please be advised Mr. [redacted]’s DPA was set up with automatic payments in May 2015. Mr. [redacted]’s payments are being withdrawn on his payment due date however these payments may take 2-3 days to post to his DPA. Due to this delay Mr. [redacted] may have seen a late fee assessed to his DPA, however on each occasion it was automatically reversed. There have been no late fees assessed that were not automatically reversed since his DPA was set up on automatic payments. Regarding the credit Mr. [redacted] claims he was promised by Dell, please note we have reached out to Dell on his behalf and found he was offered a $50 credit when he contacted them requesting to return his order. Unfortunately this credit was not processed, though. As far as the protection plan, please understand this is a fee that is built into the system and was not an extra charge to Mr. [redacted]. With that being said we have processed a $100 credit to accommodate for the built in warranty charge as well as the original credit Mr. [redacted] was offered. This credit will post to his DPA within 2-3 business days. 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 letter his Dell Preferred Account balance is $2651.63. Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:First of all, I am female. I don't know why you keep referring to me as HE. Please check the account information.Also, in the response, it is written that I have received a call inquiry from dell. I HAVE NOT RECEIVED ANY CALL FROM DELL EVER, it has almost been a month. Nobody has asked me any verification information and even if they did, I provided it right. I have talked to DFS customer care, they told me that their manager was going to call me in one hour, nobody called me. If you assure me that I will receive a call, I expect a call from you. But I did not receive any call. I called DFS customer care on ###-###-####, the customer care representative gave me the number to call for verification, which was ###-###-####, when I called this number, IT WAS THE SAME PERSON PICKING UP THE CALL, in different department!!! and she told me the same thing that a verification is needed. If you were going to reply me the same thing, why bother giving me another number to call? They always tell me the same thing, that somebody is going to reach me from DFS for verification. As you have written in the response, that a mail was sent for verification, I have not received any mail regarding verification. Please contact your postal service.I already contacted Experian to verify the identity, they told me that every thing is fine with my information, and I should be able to get a credit card from DELL as I have already been given the credit and hold should be removed. If you cannot contact me via mail, email or call, it is your problem, not mine. Because I keep checking my mail, email and cellphone regularly, if you had contacted me, I would have known and replied.
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 feels his Dell Preferred Account (“DPA”) has...
been assessed interest charges while on a special financing promotion. Dell Financial Services (“DFS”) records indicate that on May 23, 2015 Mr. [redacted] applied and was approved for a DPA with a credit limit of $3000.00 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 the account was opened Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $1400.07. This purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) months. In order to avoid interest charges on this purchase, the Total Dell Order amount must be received on or before June 4, 2016. Mr. [redacted] placed two additional orders on August 17, 2015, totaling $763.23. These orders were qualified for a promotional financing feature of no interest, if paid in full within six (6) months. In order to avoid interest charges on these orders, the remaining promotional balance of $472.82 must be paid by Mr. [redacted]’s March 4, 2016 promotional expiration date as listed on his February 2016 billing statement. In addition to the promotional orders, Mr. [redacted] placed two orders on September 14, 2015, totaling $362.55. These orders were not placed on a special financing promotion, and accrued interest until they were paid in full on December 7, 2015. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS lists the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a Page 2 thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 29.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 29.99% (variable). Payments are applied to your total minimum payment due. Please understand that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balance. The total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greater. Any payment amount over the minimum payment due will be applied to the promotional plan that expires soonest. Please note that because there is a minimum payment due to each plan DFS cannot advise of a set amount for a customer to pay each month to pay off a particular promotional plan. If Mr. [redacted] would like his payments allocated any differently then he may contact customer service at ###-###-#### after making the payment and request it to be allocated however he chooses. Please be advised that when customers are one day late DFS will charge a late fee charge to their Dell Preferred Account. Mr. [redacted]’s payment has been received late on six occasions, totaling $200.00 in 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. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA. As of the date of this letter Mr. [redacted]’s DPA balance is $1683.01. Please see the attached transaction history which includes all purchases, payments and charges to the DPA. Regarding the referenced contacts to customer service, records indicate that Mr. [redacted] contacted DFS on February 8, 2016, at which point he was advised of the balance, late fees and upcoming promotional expiration date. Prior to that call, the only other call referencing a promotional plan was when Mr. [redacted]’s spouse contacted DFS on November 4, 2015 and was explained the different plans, balances and expiration dates to her. We hope this letter and the attached documentation 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 made a payment to pay the remaining balance on her Dell...
Preferred Account (“DPA”) in June, however this payment has not yet posted to her account. Dell Financial Services (“DFS”) records indicate Ms. [redacted] had a $1011.09 balance reflecting on her June 2016 billing statement. DFS received a check dated July 6, 2016 in the amount of $1011.09, however the check did not include the last three digits of the account number and was misapplied to the wrong account. Please note the account Ms. [redacted]’s check was applied to had been sold to one of our debt buyers. As of November 28, 2016 DFS has received the funds from the debt buyer and applied them to Ms. [redacted]’s DPA. We apologize for the delay in retrieving the funds from the debt buyer. Please note we have processed a refund for the four payments totaling $184.00 that Ms. [redacted] made to her DPA from July 25 to November 2, 2016. She should expect a refund check in the mail within 7-10 business days. 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: Please note that Mr. [redacted]’s Dell Preferred Account (“DPA”) became 180 days delinquent and was charged-off on September 19, 2016, after he was offered but prior to accepting the previously discussed payment relief plan. Dell Financial Services (“DFS”) needed to reverse the charge-off and reset Mr. [redacted]’s DPA to 150 days delinquent before placing him on the payment relief plan. We apologize for the delay while these actions were being completed. Please note that on October 4, 2016, after the charge-off was reversed a member of our Collections team emailed Mr. [redacted] and extended a payment program to him. The details included a payment of $87.00, due by October 10, 2016, then eleven additional payments of $73.00 per month. Mr. [redacted] replied to the email stating that he understood and accepted the terms of this offer but asked that the first payment be due on November 8, 2016. A reply was sent to Mr. [redacted] advising that we’ve already had to reverse the charge-off on his DPA in order to offer this program and that the payment must be made by October 10, 2016. Mr. [redacted] stated that he would make the payment that Friday (October 7th). Payment had not yet been received when on October 10, 2016 Mr. [redacted] emailed Collections and stated that his payment would be going out on October 11th. Please note that payment has not yet posted to Mr. [redacted]’s account, however as long as payment is received by October 15, 2016 we can avoid a charge-off on his account. If payment is not received by October 15, 2016 Mr. [redacted]’s account will be charged-off and no further exceptions will be made. We hope this letter explains and resolves this matter with finality. 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 although he has paid his Dell Preferred Account (“DPA”) balance in...
full, Dell Financial Services (“DFS”) has yet to release a lien filed against him. Records indicate that Mr. [redacted]’s DPA was closed due to delinquency on August 19, 2007, and later charged-off with a $2647.00 balance on December 24, 2007. On January 16, 2009 DFS was awarded a judgment. A final payment was made towards the judgment on March 26, 2015, in the amount of $221.50, however we have no record of a previous request to release the lien. A paid in full letter was sent to the customer on April 22, 2015. Upon receiving Mr. [redacted]’s request through your office we have filed a Satisfaction of Judgment with the [redacted] Courthouse. 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 his complaint, Mr. [redacted] states that a Dell Preferred Account (“DPA”) was fraudulently opened in...
his name. We regret any frustration Mr. [redacted] feels he has experienced as a result of this issue. Dell Financial Services (“DFS”) records indicate that a DPA Account was opened using Mr. [redacted]’s personal identifying information on July 29, 2015. 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 four (4) purchases made, totaling $3658.96. Records indicate that Mr. [redacted] first contacted DFS in regards to possible fraudulent activity on the account on August 13, 2015. At that time customer service connected Mr. [redacted] with the fraud department and a fraud claim was opened. Mr. [redacted] called back the next day, after receiving the equipment that was ordered under his DPA. The customer service agent offered to connect him with the fraud department but Mr. [redacted] had to take another call and a callback was scheduled. On August 17, 2015 Mr. [redacted] contacted customer service again and was connected with the fraud department who advised that DFS will recover the unauthorized orders from him rather than having him ship the orders back to us. On August 19, 2015 the fraud claim was closed due to no contact after a third unsuccessful call to Mr. [redacted]. At that time a fraud affidavit was mailed to Mr. [redacted] which was required in order to proceed with the fraud claim. Please note that there was no further contact from Mr. [redacted]. On September 16, 2015 DFS did receive the police report and fraud affidavit, however were unable to initially reach Mr. [redacted] by phone in order to complete the investigation. On September 28, 2015 our Fraud team was able to reach Mr. [redacted] and his fraud claim was accepted. At that time his DPA was charged-off due to fraud. The attached letter was sent to Mr. [redacted] advising of this as well. Please be advised that we have submitted a request to have all four credit agencies update their records to delete the fraudulent DFS trade line. Please note, while DFS reports to 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. Please allow 30-45 days for the corrections to be reflected on Mr. [redacted]’s credit report. If he 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], they did not however, mention the time an employee of theirs did contact me at my place of business and I was told they still could not verify my account. Regardless of that I find that this resolution is satisfactory to me. I only want this account closed as I will never do business with Dell or recommend them or their computers to anyone.
Regards,
[redacted]
Today’s Date: 09/04/2015 Dear Revdex.com, Thank you for providing a copy of the customer submission. Dell representative, [redacted], has been assigned to this case and has reached out to the customer, [redacted], to address the contents of their correspondence. We...
thank the customer for their time and patience during this process. The customer may also contact the representative at [redacted]@Dell.com . Sincerely, Executive Support TeamIncident ID: [redacted]Dell Inc.
Please see the attached response. Dear Madam or Sir: We are in receipt of the follow-up complaint from Dr. [redacted] originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 3, 2017. In the complaint Dr. [redacted] states the following: ? He only received a partial refund for his order. Please understand that it was our intention to credit Dr. [redacted] in full for his purchase as we stated in our previous response. As shipping and handling as well as restocking fees are standard on returns regarding refurbished items our system automatically deducted these fees from the refund that was issued to Dr. [redacted]. We have now processed a refund for these fees resulting in a full refund. We regret any inconvenience this may have caused to Dr. [redacted]. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see the attached response. Dear 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 satisfied the terms of an agreement with...
Collections that would have re-aged his Dell Preferred Account (“DPA”) however his account was not re-aged. Dell Financial Services (“DFS”) records indicate that Mr. [redacted] contacted Collections on June 23, 2015 and was offered a re-age program that would clear the past due amount on his DPA and bring it to a current status on August 18, 2015 after he made three (3) consecutive $58.00 payments. Mr. [redacted] made the payments as agreed and contacted Collections regarding the re-age on August 18, 2015. At that time he was advised that his account would indeed be re-aged. Mr. [redacted] contacted Collections twice on September 02, 2015 after his account had not yet been re-aged and was advised during the first call that his account did not qualify for a re-age due to a promotional credit plan. During the second call he was advised that the first payment towards the re-age program he was offered didn’t count towards it and that he needed to make one more. Mr. [redacted] made one more payment on September 15, 2015 and then contacted Collections again on September 16, 2015. At that time he was advised again that due to the promotional credit plan his account did not qualify for a re-age program. The agent waived a $35.00 late fee at that time as a courtesy. Please understand that due to the promotional credit plan on Mr. [redacted]’s DPA he would not have qualified for a re-age program, however since it was offered on June 23, 2015 we have honored it. Mr. [redacted]’s DPA has now been re-aged which has cleared the past due amount and brought the account status to current. As of the date of this letter Mr. [redacted]’s DPA balance is $1621.34. His next minimum monthly payment of $49.00 is due by October 18, 2015. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We regret any inconvenience this matter has caused to Mr. [redacted] and we thank him for bringing it to our attention. 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 notified Dell every month since June 2015 of her address...
change however her address as reflected on her Dell Preferred Account (“DPA”) has not been changed which is causing her to incur late fee charges. Dell Financial Services (“DFS”) records indicate that Ms. [redacted] has two accounts, DPA ending in 0371 was opened on May 20, 2006 and remains open and current with a $1632.17 balance. On January 18, 2009 Ms. [redacted] made an Alienware purchase and Alienware Titanium Account (“ATA”) ending in 1318 was opened. Please note that this account was closed per Ms. [redacted]’ request on November 18, 2009, and currently has a $52.72 balance. Please be advised that the billing address on the DPA was updated to the address that Ms. [redacted] provided to the Revdex.com on June 20, 2015. DFS received two more requests to update the address on this account in December 2015 and January 2016 however no action was taken as the address had previously been updated. There was no address change request on the ATA until April 4, 2016, at which point the address was updated to the address Ms. [redacted] provided to the Revdex.com. Please understand that it is the responsibility of the customer to ensure that her billing address is updated by notifying DFS of her new address on each of her financial accounts with us. Please reference the terms and conditions regarding change of address: Change of Address. If you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at www.[redacted].com. After reviewing the payment history on the ATA, DFS finds that Ms. [redacted]’ minimum monthly payment amount was received late on three occasions since she stated she notified us of the address change in June 2015. These late fees totaled $45.00. Please note that one of the late fees, $15.00, was waived as a courtesy to Ms. [redacted] when she contacted customer service by mail in April, 2016. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers DPA. 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. All fees assessed to Ms. [redacted]’ accounts have been assessed in accordance with the agreed upon terms and conditions, therefore we must respectfully decline any further waivers. Please keep in mind that because interest accrues on her accounts daily she may have additional interest charges assessed on her next regular statements, which are set to generate for each account on the 25th. 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