Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of 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
until Please see the attached response and supporting documents.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 August 3, 2017. In the complaint Ms. [redacted] states the following: ? She bought an extended warranty from Dell for $310. ? She paid $15 per month for 49 months, has paid $735 so far and still owes $420. ? She will end up paying $1135 if she continues to pay. ? She spoke with a representative, Ms. Edwards who informed her that she was paying 28.99% interest and she informed the representative that she was not told the interest was that high. ? Last, Ms. [redacted] requests her account to be marked as paid. On May 8, 2013, Ms. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $2,500.00 and an Annual Percentage Rate (APR) of 28.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time she was approved. Ms. [redacted] was provided a personal passcode to verify her acceptance of the contract terms. The DPA contract states in part: The personal pass code that you provided to us has been inserted as your signature on the DPA Disclosure Statement and will become effective within one (1) business day, as described below. If you do not call us to cancel the Agreement within one (1) business day after it is deemed to be received by you, you will be deemed to have accepted all its terms and conditions. All monthly pre-authorized payments will be taken from the bank account that you provide to us in accordance with section 5 of the DPA Terms and Conditions. Records indicate that Ms. [redacted] accepted the terms of the contract. On May 10, 2013, Ms. [redacted] placed an order with Dell in the amount of $310.83 for a warranty. Ms. [redacted] placed a second order for accidental damage protection in the amount of $315.01 on November 14, 2013. Her account balance after her second purchase was $578.23. Records indicate that Ms. [redacted] has made 51 payments totaling $792.25. Please see the attached transaction history that we have included for reference which includes the purchases, interest charges and payments. The DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessed. Customers can reduce the account balance faster by making payments larger than the Page 2 minimum amount due. Instructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statements. Regarding Ms. [redacted]’s comments about her conversation with Customer Service, records indicate that Customer Service received a call from Ms. [redacted] on August 3, 2017. During the call Ms. [redacted] states that she was not aware she would be paying such a high rate of interest. The representative informed Ms. [redacted] that her monthly billing statements show how much of her monthly payment is going to interest and how much to principal. Ms. [redacted] requested to speak with a supervisor and her call was transferred. During Ms. [redacted]’s call with the supervisor, Ms. [redacted] requested her balance to be waived and the supervisor informed Ms. [redacted] that her balance could not be waived and advised her that her balance is valid and the contract was sent to her at the time she applied in 2013. The representative offered to credit $50 as a one-time courtesy, Ms. [redacted] declined the credit, stated she would make no more payments and ended the call. All fees and interest charges assessed to Ms. [redacted]’s DPA have been assessed in accordance with the agreed upon terms and conditions of the DPA, therefore we must respectfully decline to reduce the account balance to zero. As of the date of this letter, Ms. [redacted]’s DPA balance is $411.52. 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 his complaint Mr. [redacted] states after applying for a Dell Business Credit (“DBC”) account for his...
company he was referred to verification, and was told the process would take 7-10 days. On November 30, 2016, Mr. [redacted] applied and was approved for a Dell Business Credit account for [redacted] with a credit limit of $10,000 and a corresponding variable Annual Percentage Rate (APR) of 22.99%. Please understand two duplicate accounts were created at the same time in error. The duplicate accounts caused all three accounts to be placed on hold preventing any purchases. We apologize for any inconvenience this error may have caused Mr. [redacted] and we assure him it has been resolved. The duplicate accounts have been removed from his record and the existing account, DBC account ending in [redacted] is free of any holds and available for purchases. 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. Furthermore, if Mr. [redacted] wishes to speak with me directly he may contact me at the phone number or email below. Sincerely, [redacted] Executive Services Dell Financial Services P: ###-###-#### [redacted]@Dell.com
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 upon contacting Dell Financial Services (“DFS”)...
regarding a credit for a returned order his account was placed in fraud status which is preventing him from being able to see account info or make a payment. Records indicate that on November 24, 2015 Mr. [redacted] placed four orders with Dell totaling $2631.00. Two of these orders were promptly returned and full credits in the amounts of $82.11 and $72.81 were processed on December 1, 2015. A third order was returned with a full credit in the amount of $2318.05 being processed on December 31, 2015. The fourth order, in the amount of $158.03 was not returned. Mr. [redacted] made a payment to DFS in the amount of $125.00 on December 22, 2015 therefore his Dell Preferred Account (“DPA”) balance, as reflected on his January 14, 2016 billing statement, is $33.03. Please note that there was no December 30, 2015 order placed. Mr. [redacted] had contacted DFS on December 18, 2015 regarding the credit he had not yet received for the computer he returned and was advised of the appropriate timeframe for a credit to be processed. Please note that we have no record of Mr. [redacted] being advised that a credit would be processed in 3 days. Customers are advised that credits are typically posted within 30-45 days. Mr. [redacted] contacted DFS again on December 19th and 22nd regarding the credit not yet received. Then on December 31, 2015 Mr. [redacted] contacted DFS stating that there were unauthorized purchases on his account. At that time his DPA was placed under investigation for fraud. Then on January 8, 2016 Mr. [redacted] stated that he wanted to cancel the fraud claim. At that time he was advised that DFS required a Letter of Responsibility from him in order to cancel the fraud claim. Mr. [redacted] declined to send in the requested letter at that time. He contacted DFS again on January 14th and 18th asking to cancel the fraud claim and again was told that DFS would need a Letter of Responsibility in order to do so, to which he again declined to send in. As of the date of this letter DFS still has not received the required letter from Mr. [redacted]. If he would like to cancel the fraud claim we must receive this letter from him. He may fax it to our fraud department at ###-###-####. Please note that when an account is placed under investigation for fraud that certain information and features are restricted, this includes the option to make a payment online or through our automated phone system. The customer still has the option to mail in a payment with the payment slip attached to his monthly billing statement. Once Mr. [redacted] provides a Letter of Responsibility to release the fraud claim all account features will be restored. We hope this letter helps to explain 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:DFS falsely claims that it adequately informed me of the nature of the promotion and communicated honestly in billing. The crux of the issue is whether DFS's billing and advertising communications were misleading. They were manifestly misleading. I summarize below both the relevant facts and the laws that DFS has violated. I refer to myself as "plaintiff" and DFS as "defendant"Facts(1) On 06/06/2014, plaintiff purchased a laptop through defendant’s online agent.
The cost of the laptop including taxes was $1797.61. Defendant’s agent independently
encouraged plaintiff to enroll in a promotion advertised as a zero-interest 12-month payment plan
instead of making the full payment. Plaintiff stated clearly that he wanted to
ensure no interest would be charged. The agent assured plaintiff that there
would be no interest charges and that he would be enrolling him in the zero-interest
plan. At no point was plaintiff informed by the agent that he was being signed up to a
credit line or given any information concerning interest rates after the 12-month
period.(2) On 07/10/2014, plaintiff received a bill statement via email that
included a suggested "minimum payment" of $54. Neither the email nor the defendant’s
website through which plaintiff signed up for automatic payments stated any
information indicating that the minimum payment was not in fact for the advertised
zero interest payment plan but for a 19-year payment plan with full interest
charges. Plaintiff assumed he was making minimum payments on the advertised zero-interest
payment plan and set up auto-pay through defendant’s online website. Note that defendant could have included this basic information at no cost.(3) From 07/2014 to 04/2017, defendant
received automatic monthly payments from plaintiff totaling $1678. Throughout
this time, plaintiff received emails stating the amount due and confirmation of
payment. He also received emails concerning his monthly statement because he signed up for paperless billing. The emails
did not contain any information suggesting that the minimum payments would
result in interest charges on a long-term payment plan. Similarly, on defendant’s
website where users can check their bill and set up auto-pay, no warning or
information is provided regarding the minimum payments. The only mention of
such information appears in a document that is not itself part of the website
but must be downloaded separately. Moreover, the email communicating the minimum payment due refers to itself as the "Dell preferred account bill." Plaintiff, accordingly, assumed that the
minimum payment was for the advertised zero-interest payment plan.Laws(4) Defendant’s communications regarding the minimum payment due violated the Credit Card Accountability Responsibility and Disclosure Act of 2009 123 Stat. 1744 Title II. Sec. 201, which requires that a minimum payment warning “be placed in a conspicuous and prominent location on the billing statement.” The warning must indicate that “Making only the minimum payment will increase the amount of interest you pay and the time it takes to repay your balance.” It must also state how long it will take and how much it will cost to repay the balance. Plaintiff received the bill in the form of an email which did not contain the required statement. There was similarly no warning when plaintiff signed up for automatic payments on defendant’s website. The sole place where the warning appears is in a document which can only be accessed if downloaded separately. As a result, it was neither "conspicuous" nor "prominent." Reasonable consumers would assume an email that refers to itself as a “Dell preferred account bill” and that contains the minimum payment due to be the billing statement. The emails and website should therefore have included the warning. For failing to include it, defendant has violated statutory requirements and caused plaintiff economic injury. Note also that Dell could have included this warning in its emails and website at literally zero cost. The fact that it didn't can only be explained by an intention to take advantage of mislead consumers.(5) Defendant’s initial advertisement
of the promotion and subsequent communications concerning minimum payments and
billing were highly misleading and deceptive in violation of the New Jersey
Consumer Financing Licensing Act N.J.S.A 7:11C-41(g), which in relevant part states:
“No consumer lender shall make, advertise, print, display, publish, distribute,
electronically transmit, telecast or broadcast, in any manner, any statement or
representation which is false, misleading or deceptive.” (6) Defendant engaged in unlawful and
fraudulent commercial practices by failing to disclose information about its
financing scheme and for conveying billing information in a deceptive manner in
violation of the New Jersey Consumer Fraud Act, 56:8-2, causing plaintiff
economic harm.(7) Defendant has been under investigation for its zero-interest financing scheme
and promotional activities in over 30 states in recent years due to consumer
complaints. a cursory web search
reveals that many customers have fallen prey to defendant’s unlawful commercial
tactics in the same manner as plaintiff.I reiterate my demand to be charged only the original price and have the excess I've paid refunded to me. I would also like to note that quite apart from this issue, my experience with Dell has been appalling. It originally shipped a laptop with a damaged screen. The screen was replaced with a refurbished screen with defective wifi. The screen was replaced a second time all within the first week or two of purchase. Since then, I've also had to have the wifi, hard drive, heat sink, fan and other parts replaced when they failed over the years. I've needed to have the DC in power unit repaired over 4 times because it keeps failing. In addition, there was a well-documented leak of consumer private information through Dell's call centers. I have received several calls from India from scammers trying to sell me things: they purport to be Dell agents and have my personal information, including my number, my Dell laptop ID, and my repair history. Dell issued no warnings to its customers that I'm aware of suggesting that there might have been such a leak. There should be a class action suit against Dell for its grossly inept and dishonest commercial practices. Sincerely ,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have her concerns addressed to her satisfaction. Please note that Dell Financial Services (“DFS”) received three (3) payments totaling $413.04 between the time Ms. [redacted] made her purchase in August 2014, and July 2015 when the balance adjustment was made on her account. The three (3) payments made satisfied the amount that was charged to her Dell Preferred Account (“DPA”) in August 2014, however, as previously stated her account was initially charged an incorrect amount. Order number 672018609 was initially charged $57.49, which was $517.41 short of the correct amount of $574.90. An adjustment was made in July 2015 and the amount that was not initially charged was charged to her DPA. DFS received payment in the amount of $25.00 on September 10, 2015 which reduced the account balance to $492.41. Ms. [redacted]’s next minimum payment due of $20.00 is due on or before October 15, 2015. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution explains why Dell believes that they are above the law, and that they have no intentions of not assessing future late fees.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a 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 April 19,...
2017. In the complaint Dr. [redacted] states the following: ? He made a mistake on his April 14, 2017 order and immediately attempted to cancel however was advised that his order could not be canceled. ? He was advised that if he were to return the item he would be responsible for shipping and handling as well as a restocking fee. Please understand that prior to completing a purchase customer’s are advised that there can be no changes or cancelations once the terms and conditions of the order are accepted. The customer must check a box to state that they agree to these terms. Our records indicate Dr. [redacted] did in fact agree to these terms prior to purchase. If customers decide to return their order they are responsible for shipping and handling charges as well as a 15% restocking fee. Records indicate that Dr. [redacted]’s order shipped out on April 17, 2017. On April 19, 2017 delivery was refused and the package was placed in transit back to DFS. Once the item is received back at DFS a credit will be issued to Dr. [redacted]. In an effort to ensure customer satisfaction we have decided to waive the shipping and handling and restocking fees and provide Dr. [redacted] a full refund. 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 have truly been given the run-around by this company and they are in no way working towards a satisfactory resolution. Just turning me away does not address the issues with the $500+ device I bought that's is no longer working properly. I am a returning Dell Refurbished device customer so I am very aware of these products. I have two Dell Refurbished lap tops in my possession at the moment, 1 is from a previous purchase almost 10 years ago and it's still working satisfactorily. The other device is essentially a brick and that's the one I purchased and have had for less than a year. This is a ''lemon'. I simply want a device that WORKS. I cannot use this device because the software is corrupted and had to be uninstalled (among other things), I can't sell it b/c of the loose fitting battery and scratched cover because the cover is just a sticker. I do not eed a refund I need a working computer. This is not a basleas claim these devices should last for MANY MANY years, not 90 days. This is a fair request from a loyal customer who spent hard earned money with your company.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Please find attached screen shots of payments going out from my account to Dell for the month of October , but nothing in November. I called Dell Financial Services and they told me I was being pit in Collections . Dell 1 screen shot is for the month of October $ 50,00 Paid . Dell 2 screen shot is for the Month of November where no payment was taken out by Dell Financial Services.Dell 3 screenshot shows Payment on December 10th in the amount of 38.66 So I think I am entitled to compensation in the amount of 200. 00 dollars as Dell Financial is Lying to you . Thanks in Advance for looking into this matter
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have their concerns addressed to their satisfaction. Dell Financial Services (“DFS”) records indicate Ms. [redacted] contacted Collections on July 5, 2016 and attempted to pay the amount offered to her as a settlement, however she requested to pay by credit card. As that is not an accepted payment option she stated she would not be able to make the payment at that time. Please note Ms. [redacted]’ account had been included in an account portfolio which was sold to Portfolio Recovery Associates on that day though, so by the time she called back on July 8, 2016 with the funds to pay the settlement offer she was denied due to the sale of her account. Please note upon Ms. [redacted]’ complaint through your office we removed her account from the sale file in order to allow her to settle it through DFS. On July 13, 2016 Ms. [redacted] spoke with Collections and made the settlement payment in the amount of $1253.00. Her account is now coded as settled in full and will be reported to the credit bureaus as settled in full for less than the full balance and charged off. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. In his complaint Mr. [redacted] states he was approved for a Dell Preferred Account (“DPA”) however...
after placing an order with Dell it was placed on hold because his identity could not be verified. Mr. [redacted] states upon contacting Dell Financial Services (“DFS”) he was not provided any information other than his identity could not be verified. On August 13, 2016, Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000 and a corresponding variable Annual Percentage Rate (“APR”) of 19.99%. 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. At the time of credit approval Mr. [redacted] placed an order which was referred to our Fraud department through our normal review process. Once an order is referred to our Fraud department for further verification the customer must call from a verified phone number in order to proceed. On August 16, 2016 Mr. [redacted] called DFS but not from a verified phone number therefore the hold was not removed from his account. Please understand when an order is pending verification our agents are not at liberty to discuss any details regarding the account. For this reason Mr. [redacted] was provided a vague response upon contacting DFS and not completing the verification process. On August 21, 2016 Mr. [redacted] contacted DFS from a verified phone number though and the hold was removed from his DPA. Please note Mr. [redacted]’ original order was cancelled pending completion of the verification process. Records indicate he successfully replaced his order on August 22, 2016. We regret any inconvenience this may have caused to Mr. [redacted]. I hope this letter clarifies and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I can provide phone records where they called 10x daily until I blocked the number. Also I work in a secure IT facility between 9-5:30 without my cell phone so it's impossible and whenever I spoke with an agent which was maybe twice you couldn't hear anything they said due to static. I asked to speak with a manager multiple times over the harassing phone calls and they refused. They sold me a lemon laptop that didn't have a network driver installed and the raid died just after the warranty expired. I told them many times I would pay the entire balance in August. I also asked to have my payments moved around to line up with my pay dates. They refused. I have attempted to deal with this properly to no avail. I want the extra charges that Dell charges for NSF fees before I pay the balance or they can take me to court. I have PDFs from my phone provider that shows phone calls of a harassing nature.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This is completely inaccurate. I have all of the email correspondence, including the many documents to verify my identity that I sent to 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 his complaint Mr. [redacted] expresses concern regarding the billed deferred interest charges that...
have been assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on January 10, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000.00 and a corresponding APR of 19.99%. 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 on January 12, 2015 Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $1094.19, of which $894.19 was placed on his DPA. This order was qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before February 16, 2016. DFS received payment on February 15, 2016 in the amount of $20.00. This payment was not sufficient to pay off the remaining promotional plan balance of $504.19 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s Dell Preferred Account in the amount of $145.38. 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 listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: Page 2 “NOTE: Interest accrues at your standard rate of 19.99% (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 19.99% (variable). Payments are applied to your total minimum payment due. 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, however he spoke with a representative from customer care on February 29, 2016 and in the interest of customer satisfaction, was given a $75.00 credit towards the deferred interest charges that were assessed to his DPA on February 21, 2016. We must respectfully decline to waive the remaining $70.38 in deferred interest. As of the date of this letter Mr. [redacted]’s DPA balance is $0.00. With respect to DFS not taking Mr. [redacted]’s credit card payment, please note that the Dell Preferred Account Credit Agreement expressly states that payment by credit card will not be accepted. The section in the Credit Agreement states in pertinent part: “Form of Payment. All payments must be in U.S. Dollars, and be made by check, money order, electronic funds transfer or such other means as we may expressly permit. Do not send cash. Payments made via a credit card will not be accepted.” 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 the 3rd follow-up 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 August 22, 2017. In the complaint Mr. [redacted] states the following: ? His account is placed on hold each time he attempts to place a new order. ? He wants his account reinstated and would like store credit for the repeated trouble. Records indicate that Mr. [redacted] attempted to place an order on August 14, 2017 in the amount of $200.00, which was for an X Box live card. This order was referred for fraud verification according to our internal policies surrounding fraud prevention. Again, these policies are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Please note that Mr. [redacted] contacted verification previously but did not provide the correct answers to the verification questions he was asked therefore he did not pass verification and the hold remained on his DPA. Furthermore, Mr. [redacted] never contacted DFS with the letter that was mailed to him after he was referred to verification. Had he contacted us with that letter and provided the necessary information therein he would have been verified and the hold would have been removed. This would have lessened the likelihood of his additional orders referring because his account would have been coded positively as having passed verification. We have now once again removed the hold on Mr. [redacted]’s account and his August 14th order has been approved. We must respectfully decline to provide Mr. [redacted] store credit due to his account being placed on hold according to our verification rules. 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 contacted Dell Financial Services (“DFS”) and was...
advised that the only option to make his payment online was through the DFS website. Please note that although the preferred method of making an online payment is through the DFS website as the payment is received immediately. Whereas payments processed through a customer’s personal financial institutions website may have a delay of 2-3 days before the payment posts to the customers Dell Preferred Account (“DPA”). With that being said, customers are welcome to process payments any way they choose, including online through their personal financial institution. Mr. [redacted] would not need a bank account number or routing number for DFS, he would be able to set up payments through his bank using his Dell Preferred Account number, along with information from our payment processing address, which is below: Dell Financial Services Payment Processing Center PO Box 6549 Carol Stream, IL 60197-6549 Please note that we have reviewed the call recording from October 15, 2015 when Mr. [redacted] contacted DFS customer service prior to filing the complaint with your office and found no evidence of him being advised that he could not set up an electronic payment through his bank. During this call Mr. [redacted] requested a payment due date change and was advised that his account would need to become current prior to completing his request. Mr. [redacted] was advised that the representative would monitor his account and call him back to make the due date change once payment posted to his DPA. The representative also advised Mr. [redacted] that he would provide any information he could to help him with setting up an electronic payment through his banks website once he called back as well. We do recommend that Mr. [redacted] contact his bank and receive instructions on setting up an electronic payment through them. Please be advised that DFS has no record of the referenced phone calls on October 5th or 8th, 2015. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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 was approved for a Dell Preferred Account (“DPA”)...
however after placing an order with Dell it was placed on hold and later cancelled. Mr. [redacted] says that he was not provided any information other than he will be receiving a letter in the mail and that he needed to speak with Dell Financial Services’ (“DFS”) verification department. On May 9, 2016, Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1500 and a corresponding variable Annual Percentage Rate (“APR”) of 29.99%. 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. At the time of credit approval Mr. [redacted] placed an order which was referred to our Fraud department through our normal review process. Once an order is referred to our Fraud department for further verification we must speak to the account holder by phone. On May 11, 2016 Mr. [redacted] called customer service regarding his order and was transferred to the Fraud department. At that time, due to the information provided by Mr. [redacted] not coinciding with the information required by the verification representative, the process could not be completed, and a letter was mailed to him. Mr. [redacted] would have needed to contact verification again once he received this letter, at the phone number on the letter. The letter contained information that would have assisted in verifying his identity and completing the process. Mr. [redacted] did not contact verification after the letter was mailed to him therefore the hold remained on his account. Please be advised as of June 12, 2016, the hold has been removed from Mr. [redacted]’ account. Please note that Mr. [redacted]’ order was cancelled pending completion of the verification process. He may now replace his order. We must respectfully decline to provide Mr. [redacted] with a major discount or any financial restitution due to the inconvenience he may have experienced due to our policies and procedures. 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 her complaint [redacted] expresses concern regarding the outstanding balance of her...
Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on March 01, 2010 [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $3000.00 and a corresponding APR of 25.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to [redacted] at the time her application for credit was approved. Our records indicate that [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening [redacted] placed an order with Dell in the amount of $239.00. [redacted] then made five additional purchases between February 2011 and July 2014, totaling $1615.42. Please note that the February 2011 purchases, which totaled $1255.60, were qualified for a promotional financing feature of no interest if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 02, 2012. As [redacted]’s promotional plan had a remaining balance of $892.90 on May 02, 2012, the promotional financing feature expired and billed deferred interest charges were assessed to her Dell Preferred Account in the amount of $332.22. 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 listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for [redacted]’s reference. Please note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made Page 2 and whether additional purchases are made, or fees assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late on forty-six (46) occasions, totaling $1592.00 in late fee charges. 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 [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 [redacted]’s DPA balance is $1851.80. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Please note that as [redacted]’s account is open and current we must respectfully decline her request for a settlement offer, as a settlement for less than the full balance would result in the remaining balance being charged-off, leading to a negative impact to her credit report. Regarding the referenced due date change, please note that [redacted]’s monthly due date was the 26th of each month through November 26, 2011. After this date her due date was changed to the 2nd, beginning in January 2012. This was in accordance with The Card Act. Records indicate that in the months where [redacted]’s DPA was assessed a late payment fee, her payment was received after the 2nd of the month. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of 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
until Please see the attached response and supporting documents.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 August 3, 2017. In the complaint Ms. [redacted] states the following: ? She bought an extended warranty from Dell for $310. ? She paid $15 per month for 49 months, has paid $735 so far and still owes $420. ? She will end up paying $1135 if she continues to pay. ? She spoke with a representative, Ms. Edwards who informed her that she was paying 28.99% interest and she informed the representative that she was not told the interest was that high. ? Last, Ms. [redacted] requests her account to be marked as paid. On May 8, 2013, Ms. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $2,500.00 and an Annual Percentage Rate (APR) of 28.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time she was approved. Ms. [redacted] was provided a personal passcode to verify her acceptance of the contract terms. The DPA contract states in part: The personal pass code that you provided to us has been inserted as your signature on the DPA Disclosure Statement and will become effective within one (1) business day, as described below. If you do not call us to cancel the Agreement within one (1) business day after it is deemed to be received by you, you will be deemed to have accepted all its terms and conditions. All monthly pre-authorized payments will be taken from the bank account that you provide to us in accordance with section 5 of the DPA Terms and Conditions. Records indicate that Ms. [redacted] accepted the terms of the contract. On May 10, 2013, Ms. [redacted] placed an order with Dell in the amount of $310.83 for a warranty. Ms. [redacted] placed a second order for accidental damage protection in the amount of $315.01 on November 14, 2013. Her account balance after her second purchase was $578.23. Records indicate that Ms. [redacted] has made 51 payments totaling $792.25. Please see the attached transaction history that we have included for reference which includes the purchases, interest charges and payments. The DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessed. Customers can reduce the account balance faster by making payments larger than the Page 2 minimum amount due. Instructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statements. Regarding Ms. [redacted]’s comments about her conversation with Customer Service, records indicate that Customer Service received a call from Ms. [redacted] on August 3, 2017. During the call Ms. [redacted] states that she was not aware she would be paying such a high rate of interest. The representative informed Ms. [redacted] that her monthly billing statements show how much of her monthly payment is going to interest and how much to principal. Ms. [redacted] requested to speak with a supervisor and her call was transferred. During Ms. [redacted]’s call with the supervisor, Ms. [redacted] requested her balance to be waived and the supervisor informed Ms. [redacted] that her balance could not be waived and advised her that her balance is valid and the contract was sent to her at the time she applied in 2013. The representative offered to credit $50 as a one-time courtesy, Ms. [redacted] declined the credit, stated she would make no more payments and ended the call. All fees and interest charges assessed to Ms. [redacted]’s DPA have been assessed in accordance with the agreed upon terms and conditions of the DPA, therefore we must respectfully decline to reduce the account balance to zero. As of the date of this letter, Ms. [redacted]’s DPA balance is $411.52. 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 his complaint Mr. [redacted] states after applying for a Dell Business Credit (“DBC”) account for his...
company he was referred to verification, and was told the process would take 7-10 days. On November 30, 2016, Mr. [redacted] applied and was approved for a Dell Business Credit account for [redacted] with a credit limit of $10,000 and a corresponding variable Annual Percentage Rate (APR) of 22.99%. Please understand two duplicate accounts were created at the same time in error. The duplicate accounts caused all three accounts to be placed on hold preventing any purchases. We apologize for any inconvenience this error may have caused Mr. [redacted] and we assure him it has been resolved. The duplicate accounts have been removed from his record and the existing account, DBC account ending in [redacted] is free of any holds and available for purchases. 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. Furthermore, if Mr. [redacted] wishes to speak with me directly he may contact me at the phone number or email below. Sincerely, [redacted] Executive Services Dell Financial Services P: ###-###-#### [redacted]@Dell.com
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 upon contacting Dell Financial Services (“DFS”)...
regarding a credit for a returned order his account was placed in fraud status which is preventing him from being able to see account info or make a payment. Records indicate that on November 24, 2015 Mr. [redacted] placed four orders with Dell totaling $2631.00. Two of these orders were promptly returned and full credits in the amounts of $82.11 and $72.81 were processed on December 1, 2015. A third order was returned with a full credit in the amount of $2318.05 being processed on December 31, 2015. The fourth order, in the amount of $158.03 was not returned. Mr. [redacted] made a payment to DFS in the amount of $125.00 on December 22, 2015 therefore his Dell Preferred Account (“DPA”) balance, as reflected on his January 14, 2016 billing statement, is $33.03. Please note that there was no December 30, 2015 order placed. Mr. [redacted] had contacted DFS on December 18, 2015 regarding the credit he had not yet received for the computer he returned and was advised of the appropriate timeframe for a credit to be processed. Please note that we have no record of Mr. [redacted] being advised that a credit would be processed in 3 days. Customers are advised that credits are typically posted within 30-45 days. Mr. [redacted] contacted DFS again on December 19th and 22nd regarding the credit not yet received. Then on December 31, 2015 Mr. [redacted] contacted DFS stating that there were unauthorized purchases on his account. At that time his DPA was placed under investigation for fraud. Then on January 8, 2016 Mr. [redacted] stated that he wanted to cancel the fraud claim. At that time he was advised that DFS required a Letter of Responsibility from him in order to cancel the fraud claim. Mr. [redacted] declined to send in the requested letter at that time. He contacted DFS again on January 14th and 18th asking to cancel the fraud claim and again was told that DFS would need a Letter of Responsibility in order to do so, to which he again declined to send in. As of the date of this letter DFS still has not received the required letter from Mr. [redacted]. If he would like to cancel the fraud claim we must receive this letter from him. He may fax it to our fraud department at ###-###-####. Please note that when an account is placed under investigation for fraud that certain information and features are restricted, this includes the option to make a payment online or through our automated phone system. The customer still has the option to mail in a payment with the payment slip attached to his monthly billing statement. Once Mr. [redacted] provides a Letter of Responsibility to release the fraud claim all account features will be restored. We hope this letter helps to explain 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:DFS falsely claims that it adequately informed me of the nature of the promotion and communicated honestly in billing. The crux of the issue is whether DFS's billing and advertising communications were misleading. They were manifestly misleading. I summarize below both the relevant facts and the laws that DFS has violated. I refer to myself as "plaintiff" and DFS as "defendant"Facts(1) On 06/06/2014, plaintiff purchased a laptop through defendant’s online agent.
The cost of the laptop including taxes was $1797.61. Defendant’s agent independently
encouraged plaintiff to enroll in a promotion advertised as a zero-interest 12-month payment plan
instead of making the full payment. Plaintiff stated clearly that he wanted to
ensure no interest would be charged. The agent assured plaintiff that there
would be no interest charges and that he would be enrolling him in the zero-interest
plan. At no point was plaintiff informed by the agent that he was being signed up to a
credit line or given any information concerning interest rates after the 12-month
period.(2) On 07/10/2014, plaintiff received a bill statement via email that
included a suggested "minimum payment" of $54. Neither the email nor the defendant’s
website through which plaintiff signed up for automatic payments stated any
information indicating that the minimum payment was not in fact for the advertised
zero interest payment plan but for a 19-year payment plan with full interest
charges. Plaintiff assumed he was making minimum payments on the advertised zero-interest
payment plan and set up auto-pay through defendant’s online website. Note that defendant could have included this basic information at no cost.(3) From 07/2014 to 04/2017, defendant
received automatic monthly payments from plaintiff totaling $1678. Throughout
this time, plaintiff received emails stating the amount due and confirmation of
payment. He also received emails concerning his monthly statement because he signed up for paperless billing. The emails
did not contain any information suggesting that the minimum payments would
result in interest charges on a long-term payment plan. Similarly, on defendant’s
website where users can check their bill and set up auto-pay, no warning or
information is provided regarding the minimum payments. The only mention of
such information appears in a document that is not itself part of the website
but must be downloaded separately. Moreover, the email communicating the minimum payment due refers to itself as the "Dell preferred account bill." Plaintiff, accordingly, assumed that the
minimum payment was for the advertised zero-interest payment plan.Laws(4) Defendant’s communications regarding the minimum payment due violated the Credit Card Accountability Responsibility and Disclosure Act of 2009 123 Stat. 1744 Title II. Sec. 201, which requires that a minimum payment warning “be placed in a conspicuous and prominent location on the billing statement.” The warning must indicate that “Making only the minimum payment will increase the amount of interest you pay and the time it takes to repay your balance.” It must also state how long it will take and how much it will cost to repay the balance. Plaintiff received the bill in the form of an email which did not contain the required statement. There was similarly no warning when plaintiff signed up for automatic payments on defendant’s website. The sole place where the warning appears is in a document which can only be accessed if downloaded separately. As a result, it was neither "conspicuous" nor "prominent." Reasonable consumers would assume an email that refers to itself as a “Dell preferred account bill” and that contains the minimum payment due to be the billing statement. The emails and website should therefore have included the warning. For failing to include it, defendant has violated statutory requirements and caused plaintiff economic injury. Note also that Dell could have included this warning in its emails and website at literally zero cost. The fact that it didn't can only be explained by an intention to take advantage of mislead consumers.(5) Defendant’s initial advertisement
of the promotion and subsequent communications concerning minimum payments and
billing were highly misleading and deceptive in violation of the New Jersey
Consumer Financing Licensing Act N.J.S.A 7:11C-41(g), which in relevant part states:
“No consumer lender shall make, advertise, print, display, publish, distribute,
electronically transmit, telecast or broadcast, in any manner, any statement or
representation which is false, misleading or deceptive.” (6) Defendant engaged in unlawful and
fraudulent commercial practices by failing to disclose information about its
financing scheme and for conveying billing information in a deceptive manner in
violation of the New Jersey Consumer Fraud Act, 56:8-2, causing plaintiff
economic harm.(7) Defendant has been under investigation for its zero-interest financing scheme
and promotional activities in over 30 states in recent years due to consumer
complaints. a cursory web search
reveals that many customers have fallen prey to defendant’s unlawful commercial
tactics in the same manner as plaintiff.I reiterate my demand to be charged only the original price and have the excess I've paid refunded to me. I would also like to note that quite apart from this issue, my experience with Dell has been appalling. It originally shipped a laptop with a damaged screen. The screen was replaced with a refurbished screen with defective wifi. The screen was replaced a second time all within the first week or two of purchase. Since then, I've also had to have the wifi, hard drive, heat sink, fan and other parts replaced when they failed over the years. I've needed to have the DC in power unit repaired over 4 times because it keeps failing. In addition, there was a well-documented leak of consumer private information through Dell's call centers. I have received several calls from India from scammers trying to sell me things: they purport to be Dell agents and have my personal information, including my number, my Dell laptop ID, and my repair history. Dell issued no warnings to its customers that I'm aware of suggesting that there might have been such a leak. There should be a class action suit against Dell for its grossly inept and dishonest commercial practices. Sincerely ,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have her concerns addressed to her satisfaction. Please note that Dell Financial Services (“DFS”) received three (3) payments totaling $413.04 between the time Ms. [redacted] made her purchase in August 2014, and July 2015 when the balance adjustment was made on her account. The three (3) payments made satisfied the amount that was charged to her Dell Preferred Account (“DPA”) in August 2014, however, as previously stated her account was initially charged an incorrect amount. Order number 672018609 was initially charged $57.49, which was $517.41 short of the correct amount of $574.90. An adjustment was made in July 2015 and the amount that was not initially charged was charged to her DPA. DFS received payment in the amount of $25.00 on September 10, 2015 which reduced the account balance to $492.41. Ms. [redacted]’s next minimum payment due of $20.00 is due on or before October 15, 2015. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution explains why Dell believes that they are above the law, and that they have no intentions of not assessing future late fees.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a 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 April 19,...
2017. In the complaint Dr. [redacted] states the following: ? He made a mistake on his April 14, 2017 order and immediately attempted to cancel however was advised that his order could not be canceled. ? He was advised that if he were to return the item he would be responsible for shipping and handling as well as a restocking fee. Please understand that prior to completing a purchase customer’s are advised that there can be no changes or cancelations once the terms and conditions of the order are accepted. The customer must check a box to state that they agree to these terms. Our records indicate Dr. [redacted] did in fact agree to these terms prior to purchase. If customers decide to return their order they are responsible for shipping and handling charges as well as a 15% restocking fee. Records indicate that Dr. [redacted]’s order shipped out on April 17, 2017. On April 19, 2017 delivery was refused and the package was placed in transit back to DFS. Once the item is received back at DFS a credit will be issued to Dr. [redacted]. In an effort to ensure customer satisfaction we have decided to waive the shipping and handling and restocking fees and provide Dr. [redacted] a full refund. 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 have truly been given the run-around by this company and they are in no way working towards a satisfactory resolution. Just turning me away does not address the issues with the $500+ device I bought that's is no longer working properly. I am a returning Dell Refurbished device customer so I am very aware of these products. I have two Dell Refurbished lap tops in my possession at the moment, 1 is from a previous purchase almost 10 years ago and it's still working satisfactorily. The other device is essentially a brick and that's the one I purchased and have had for less than a year. This is a ''lemon'. I simply want a device that WORKS. I cannot use this device because the software is corrupted and had to be uninstalled (among other things), I can't sell it b/c of the loose fitting battery and scratched cover because the cover is just a sticker. I do not eed a refund I need a working computer. This is not a basleas claim these devices should last for MANY MANY years, not 90 days. This is a fair request from a loyal customer who spent hard earned money with your company.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Please find attached screen shots of payments going out from my account to Dell for the month of October , but nothing in November. I called Dell Financial Services and they told me I was being pit in Collections . Dell 1 screen shot is for the month of October $ 50,00 Paid . Dell 2 screen shot is for the Month of November where no payment was taken out by Dell Financial Services.Dell 3 screenshot shows Payment on December 10th in the amount of 38.66 So I think I am entitled to compensation in the amount of 200. 00 dollars as Dell Financial is Lying to you . Thanks in Advance for looking into this matter
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have their concerns addressed to their satisfaction. Dell Financial Services (“DFS”) records indicate Ms. [redacted] contacted Collections on July 5, 2016 and attempted to pay the amount offered to her as a settlement, however she requested to pay by credit card. As that is not an accepted payment option she stated she would not be able to make the payment at that time. Please note Ms. [redacted]’ account had been included in an account portfolio which was sold to Portfolio Recovery Associates on that day though, so by the time she called back on July 8, 2016 with the funds to pay the settlement offer she was denied due to the sale of her account. Please note upon Ms. [redacted]’ complaint through your office we removed her account from the sale file in order to allow her to settle it through DFS. On July 13, 2016 Ms. [redacted] spoke with Collections and made the settlement payment in the amount of $1253.00. Her account is now coded as settled in full and will be reported to the credit bureaus as settled in full for less than the full balance and charged off. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. In his complaint Mr. [redacted] states he was approved for a Dell Preferred Account (“DPA”) however...
after placing an order with Dell it was placed on hold because his identity could not be verified. Mr. [redacted] states upon contacting Dell Financial Services (“DFS”) he was not provided any information other than his identity could not be verified. On August 13, 2016, Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000 and a corresponding variable Annual Percentage Rate (“APR”) of 19.99%. 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. At the time of credit approval Mr. [redacted] placed an order which was referred to our Fraud department through our normal review process. Once an order is referred to our Fraud department for further verification the customer must call from a verified phone number in order to proceed. On August 16, 2016 Mr. [redacted] called DFS but not from a verified phone number therefore the hold was not removed from his account. Please understand when an order is pending verification our agents are not at liberty to discuss any details regarding the account. For this reason Mr. [redacted] was provided a vague response upon contacting DFS and not completing the verification process. On August 21, 2016 Mr. [redacted] contacted DFS from a verified phone number though and the hold was removed from his DPA. Please note Mr. [redacted]’ original order was cancelled pending completion of the verification process. Records indicate he successfully replaced his order on August 22, 2016. We regret any inconvenience this may have caused to Mr. [redacted]. I hope this letter clarifies and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I can provide phone records where they called 10x daily until I blocked the number. Also I work in a secure IT facility between 9-5:30 without my cell phone so it's impossible and whenever I spoke with an agent which was maybe twice you couldn't hear anything they said due to static. I asked to speak with a manager multiple times over the harassing phone calls and they refused. They sold me a lemon laptop that didn't have a network driver installed and the raid died just after the warranty expired. I told them many times I would pay the entire balance in August. I also asked to have my payments moved around to line up with my pay dates. They refused. I have attempted to deal with this properly to no avail. I want the extra charges that Dell charges for NSF fees before I pay the balance or they can take me to court. I have PDFs from my phone provider that shows phone calls of a harassing nature.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
This is completely inaccurate. I have all of the email correspondence, including the many documents to verify my identity that I sent to 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 his complaint Mr. [redacted] expresses concern regarding the billed deferred interest charges that...
have been assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on January 10, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000.00 and a corresponding APR of 19.99%. 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 on January 12, 2015 Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $1094.19, of which $894.19 was placed on his DPA. This order was qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before February 16, 2016. DFS received payment on February 15, 2016 in the amount of $20.00. This payment was not sufficient to pay off the remaining promotional plan balance of $504.19 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s Dell Preferred Account in the amount of $145.38. 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 listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: Page 2 “NOTE: Interest accrues at your standard rate of 19.99% (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 19.99% (variable). Payments are applied to your total minimum payment due. 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, however he spoke with a representative from customer care on February 29, 2016 and in the interest of customer satisfaction, was given a $75.00 credit towards the deferred interest charges that were assessed to his DPA on February 21, 2016. We must respectfully decline to waive the remaining $70.38 in deferred interest. As of the date of this letter Mr. [redacted]’s DPA balance is $0.00. With respect to DFS not taking Mr. [redacted]’s credit card payment, please note that the Dell Preferred Account Credit Agreement expressly states that payment by credit card will not be accepted. The section in the Credit Agreement states in pertinent part: “Form of Payment. All payments must be in U.S. Dollars, and be made by check, money order, electronic funds transfer or such other means as we may expressly permit. Do not send cash. Payments made via a credit card will not be accepted.” 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 the 3rd follow-up 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 August 22, 2017. In the complaint Mr. [redacted] states the following: ? His account is placed on hold each time he attempts to place a new order. ? He wants his account reinstated and would like store credit for the repeated trouble. Records indicate that Mr. [redacted] attempted to place an order on August 14, 2017 in the amount of $200.00, which was for an X Box live card. This order was referred for fraud verification according to our internal policies surrounding fraud prevention. Again, these policies are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Please note that Mr. [redacted] contacted verification previously but did not provide the correct answers to the verification questions he was asked therefore he did not pass verification and the hold remained on his DPA. Furthermore, Mr. [redacted] never contacted DFS with the letter that was mailed to him after he was referred to verification. Had he contacted us with that letter and provided the necessary information therein he would have been verified and the hold would have been removed. This would have lessened the likelihood of his additional orders referring because his account would have been coded positively as having passed verification. We have now once again removed the hold on Mr. [redacted]’s account and his August 14th order has been approved. We must respectfully decline to provide Mr. [redacted] store credit due to his account being placed on hold according to our verification rules. 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 contacted Dell Financial Services (“DFS”) and was...
advised that the only option to make his payment online was through the DFS website. Please note that although the preferred method of making an online payment is through the DFS website as the payment is received immediately. Whereas payments processed through a customer’s personal financial institutions website may have a delay of 2-3 days before the payment posts to the customers Dell Preferred Account (“DPA”). With that being said, customers are welcome to process payments any way they choose, including online through their personal financial institution. Mr. [redacted] would not need a bank account number or routing number for DFS, he would be able to set up payments through his bank using his Dell Preferred Account number, along with information from our payment processing address, which is below: Dell Financial Services Payment Processing Center PO Box 6549 Carol Stream, IL 60197-6549 Please note that we have reviewed the call recording from October 15, 2015 when Mr. [redacted] contacted DFS customer service prior to filing the complaint with your office and found no evidence of him being advised that he could not set up an electronic payment through his bank. During this call Mr. [redacted] requested a payment due date change and was advised that his account would need to become current prior to completing his request. Mr. [redacted] was advised that the representative would monitor his account and call him back to make the due date change once payment posted to his DPA. The representative also advised Mr. [redacted] that he would provide any information he could to help him with setting up an electronic payment through his banks website once he called back as well. We do recommend that Mr. [redacted] contact his bank and receive instructions on setting up an electronic payment through them. Please be advised that DFS has no record of the referenced phone calls on October 5th or 8th, 2015. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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 was approved for a Dell Preferred Account (“DPA”)...
however after placing an order with Dell it was placed on hold and later cancelled. Mr. [redacted] says that he was not provided any information other than he will be receiving a letter in the mail and that he needed to speak with Dell Financial Services’ (“DFS”) verification department. On May 9, 2016, Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1500 and a corresponding variable Annual Percentage Rate (“APR”) of 29.99%. 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. At the time of credit approval Mr. [redacted] placed an order which was referred to our Fraud department through our normal review process. Once an order is referred to our Fraud department for further verification we must speak to the account holder by phone. On May 11, 2016 Mr. [redacted] called customer service regarding his order and was transferred to the Fraud department. At that time, due to the information provided by Mr. [redacted] not coinciding with the information required by the verification representative, the process could not be completed, and a letter was mailed to him. Mr. [redacted] would have needed to contact verification again once he received this letter, at the phone number on the letter. The letter contained information that would have assisted in verifying his identity and completing the process. Mr. [redacted] did not contact verification after the letter was mailed to him therefore the hold remained on his account. Please be advised as of June 12, 2016, the hold has been removed from Mr. [redacted]’ account. Please note that Mr. [redacted]’ order was cancelled pending completion of the verification process. He may now replace his order. We must respectfully decline to provide Mr. [redacted] with a major discount or any financial restitution due to the inconvenience he may have experienced due to our policies and procedures. 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 her complaint [redacted] expresses concern regarding the outstanding balance of her...
Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on March 01, 2010 [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $3000.00 and a corresponding APR of 25.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to [redacted] at the time her application for credit was approved. Our records indicate that [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening [redacted] placed an order with Dell in the amount of $239.00. [redacted] then made five additional purchases between February 2011 and July 2014, totaling $1615.42. Please note that the February 2011 purchases, which totaled $1255.60, were qualified for a promotional financing feature of no interest if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 02, 2012. As [redacted]’s promotional plan had a remaining balance of $892.90 on May 02, 2012, the promotional financing feature expired and billed deferred interest charges were assessed to her Dell Preferred Account in the amount of $332.22. 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 listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for [redacted]’s reference. Please note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made Page 2 and whether additional purchases are made, or fees assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late on forty-six (46) occasions, totaling $1592.00 in late fee charges. 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 [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 [redacted]’s DPA balance is $1851.80. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Please note that as [redacted]’s account is open and current we must respectfully decline her request for a settlement offer, as a settlement for less than the full balance would result in the remaining balance being charged-off, leading to a negative impact to her credit report. Regarding the referenced due date change, please note that [redacted]’s monthly due date was the 26th of each month through November 26, 2011. After this date her due date was changed to the 2nd, beginning in January 2012. This was in accordance with The Card Act. Records indicate that in the months where [redacted]’s DPA was assessed a late payment fee, her payment was received after the 2nd of the month. 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