Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states his bank failed to send his payments to Dell Financial Services...
(“DFS”) and as a result his Dell Preferred Account (“DPA”) was closed. He would like his DPA reopened as he states the missed payments were through no fault of his own. Please be advised that Mr. [redacted] contacted Collections on July 25, 2016 and scheduled a payment in the amount of $155 for August 4, 2016. The last payment that posted to Mr. [redacted]’s DPA was on January 2, 2016 in the amount of $40.00. DFS has no record of Mr. [redacted] contacting us regarding his concern prior to July 25, 2016. At that time he was advised DFS had not received a payment since January so his account was closed by DFS due to delinquency and could not be reopened. Mr. [redacted] then scheduled a payment which would bring his account current and was advised if he were to pay his DPA in full he may reapply for a new account 30 days after his account reflected a $0 balance. We have no record of Mr. [redacted] being treated with anything other than professional behavior. Records indicate Mr. [redacted] has been enrolled in paperless billing since October 4, 2014. Since that time his billing statements have not been mailed, rather they have been available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Please note the email address we have on file matches the one he provided to your office. In addition to his monthly billing statements reflecting a past due amount, please understand that phone calls were made to Mr. [redacted] beginning on March 9, 2016 in order to advise of and attempt to collect the past due amount. All call attempts were unsuccessful in reaching Mr. [redacted]. Please understand if this matter was the result of action or inaction on the part of DFS we would reopen Mr. [redacted]’s DPA. As this is not the case we must respectfully decline his request. 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 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 letter. 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 two recent orders were cancelled and his attempts at gaining an...
explanation went unanswered. Dell Financial Services (“DFS”) records indicate that Mr. [redacted]’s company, Action Images Sports Photography Inc., was approved for a Dell Business Credit (“DBC”) account with a $50,000 credit limit on November 28, 2013. Records further indicate that [redacted]. opened a lease on February 07, 2003. This lease was coded as Bankruptcy in error on May 13, 2003 and subsequently charged off on May 20, 2003. A member of [redacted]. contacted DFS in December 2013 claiming the bankruptcy was invalid and it was removed. The charge off remained though as no payments were received towards the lease after December 2004. Please note that billing statements are not issued on charged-off accounts. The lease was placed with Collections on December 06, 2013 then on December 12, 2013 an agreement was reached with a member of [redacted]. to settle the lease balance for less than the amount owed. On May 15, 2014 the lease was coded as Settled in Full after DFS received the final payment towards the agreed upon settlement amount of $4262.00, thus satisfying the settlement agreement. Please be advised that due to the initial error in the bankruptcy coding, we have decided to reverse the charge-off on [redacted].’s lease account. In addition we will be removing the settlement coding and disposing the lease. We will also report the lease to credit bureaus as always current. Please allow 30-45 days for the credit update to be reflected with the credit agencies. While DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently DFS submits account information to Experian, Equifax, Dunn & Bradstreet and Paynet at the beginning of each month. If Mr. [redacted] should have any questions regarding the credit report of [redacted]., he will need to contact the agency that owns the report. Please note that [redacted].’s DBC account is open and current and available for use in placing a new order, however the recent orders on August 28, 2015 and January 26, 2016 were cancelled because of the charge-off on the lease. The DBC account is currently set up on recurring payments, as Mr. [redacted] stated. Please note that the last contact by Mr. [redacted], or anyone from [redacted]. to DFS customer service was in September 2015, after the August order was cancelled, at which point they was advised that they would need to speak to Dell sales with regard to the order. Page 2 In reference to Mr. [redacted]’s question regarding US based support, please note that as a global organization, DFS utilizes global resources for servicing. With that being said, if Mr. [redacted] has further concerns and would like to reach out to me directly he may find my contact information at the bottom of this letter. We regret any dissatisfaction Mr. [redacted] experienced as a result of this issue. 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]
[redacted] Dell Financial Services P: ###-###-#### Email: [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 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
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] alleges functionality within the Dell Financial Services (“DFS”) online...
payment system prevented him from making a payment. DFS records indicate Mr. [redacted] opened a Dell Preferred Account (“DPA”) on November 22, 2013. On December 16, 2013 he created an online DFS profile using his DPA. Mr. [redacted] then opened a Dell Business Credit (“DBC”) account on December 20, 2014, then added this account to his online profile on February 2, 2015. Please note after a review of Mr. [redacted]’s login activity we have found he has successfully logged in to his online profile and made a payment to his DPA as recently as December 5, 2016. Although Mr. [redacted] has access to make an online payment towards his DBC account as well, we do not show he has done so. Mr. [redacted] contacted DFS on November 29, 2016 advising he was unable to make a payment online and was advised this may be an issue with his internet browser. The customer service agent at that time processed Mr. [redacted]’s payment by phone and waived the phone pay fee as a courtesy. Please understand there are no issues within DFS that would affect Mr. [redacted]’s ability to make a payment towards his DBC account through his online DFS profile. 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] expresses concern regarding her outstanding Dell Preferred Account (“DPA”)...
balance. Dell Financial Services (“DFS”) records indicate on February 21, 2011 Ms. [redacted] applied and was approved for a DPA with a credit limit of $2000.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised at the time the account was opened Ms. [redacted] placed an order with Dell for computer equipment totaling $141.74. Ms. [redacted] then made seven additional purchases between April 2011 and November 2015, totaling $2171.07. Please note 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 and whether additional purchases are made, or whether 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.” Records indicate Ms. [redacted] did not set her automatic payments up through the Dell Financial Services website; rather they look to be set up through her personal financial institution. Please note if Ms. [redacted] were to set up her payments through the DFS website there is an option to pay the minimum payment plus an additional amount selected by the customer. Please understand all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in the interest of customer satisfaction we have provided a $100 credit in interest charges that have been assessed to her DPA. As of the date of this letter Ms. [redacted]’s DPA balance is $1594.22. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I have proof of paying in full and when I got the 2 very small refund checks.On Jan 20, 2016 I paid $70.00 late charges and I don't know who informed you that I didn't have the statements for January as I am looking at a "O" balance on Jan 17,2017(last 3 number of account being 828 Now on #731 I paid $1,560.00 and then was told to pay $170..89 Which according to my statement paid the account in full. I talked to "[redacted] in the conseige 2016 I paid $239.00 for the concigne ###-###-#### and cancelled the program. On 9/12/2016. On #828 I had an Paid in Full and "0" balance with a $3,000. available credit. I called Tech service and the gentleman (will not give his name at this time) told me yes I did have a refund because I had paid for this before I should (expiration date in the future) and he said I cleared this end and you need to get with billing and tell them everything is OK at my end. Which I did, many time and one of the last people said (customer service here) that I did indeed have a credit coming on both of the orders.. I said all I wanted was the one I paid in advance.. Then I didn't hear anything and I will be happy to send ALL MY STATMENTS or copies that is and go for it all.. Dell has some mis-informed people working for them and I gave the last dollar to them. When this computer went down I had been with them since 1989. First time I have had a problem. Thank you Revdex.com I know you are trying, but I am 89 years young and I just didn't want to give the money to Dell.
Regards,
[redacted]
Please see the attached response and supporting documentation. Dear Madam or Sir: We are in receipt of the complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal...
on November 14, 2017. In the complaint Mr. [redacted] states the following: ? There is a purchase on his account for a tablet and speakers that he did not authorize. ? When he spoke to a fraud investigator his fraud case was closed and he was hung up on. ? He would like further investigation into this issue and would like a refund for payment made towards the fraudulent items, as well as a correction to his credit report. 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 or during any of the purchases made towards the account. DFS records indicate on September 1, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $3,000.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. The terms of the credit agreement, including the 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. At the time the account was opened 2 purchases were made, totaling $1,096.85. In February 2016 there were 2 additional purchases made in the amounts of $379.35 and $44.45. These purchases were returned and full credits were processed in the amount of $44.45 on March 11, 2016 and $379.35 on November 8, 2016. Mr. [redacted] also received an automatic interest credit adjustment of $69.93 on November 8, 2016 for the interest assessed between the time of purchase and the time of credit. We have attached the billing statements reflecting these credits with this response for reference. Please note that on October 26, 2017 DFS spoke with Mr. [redacted] who claimed that there were unauthorized purchases on his account and a fraud case was opened. On November 3, 2017 a fraud investigator spoke with Mr. [redacted] who stated that he did in fact place the orders in question however wanted them placed on a gift card, not the DPA. The investigator explained that this is not fraud, rather a customer service issue. The fraud investigator ended the call after Mr. [redacted] used inappropriate language. Please note also that the two orders in question are the two that were returned for full credit in March and November 2016. Page 2 In regard to the credit reporting of Mr. [redacted]’s DPA, please note that DFS is reporting his account as current with a $635 balance to the credit reporting agencies. There were no delinquencies reported to the credit reporting agencies as a result of the purchases in question. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter and supporting documentation helps to explain and resolve this issue. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services Dell - Internal Use - Confidential
Complaint: [redacted]
I am rejecting this response because: DELL has sent me FOUR months of ZERO balance statements! So this was NOT my fault NOR my error! Dell needs to stop making this like this is my error! Dell cannot after four months determine...Oh we made an error time to start calling this person 24/7 and start harassing them. I have all of the emails demanding this account closed and confirmation from not one but two employees that the account would be closed Feb 2016. This is one of the reasons why I refuse to speak to any employee at Dell because what is said on their part is NOT what actually takes place. I have had to change my phone number because of the harassment over one of their employees erroneous errors! This was not my fault as the consumer that was duped into the purchase of a lemon and had to endure months of payments while Dell was in possession of these items. This needs to be fixed on their end, PERIOD.
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint, Mr. [redacted] states he overpaid his Dell Preferred Account (“DPA”) by $1008.77...
and has requested a refund however has not yet received his money back. Please be advised Mr. [redacted] made a payment in the amount of $2895.00, which posted to his DPA on June 26, 2016. Mr. [redacted]’s DPA balance at that time, according to his June 2016 billing statement, was $1886.23. However please understand that his DPA balance still reflected a duplicate credit for an order that was returned in February 2016 in the amount of $878.57. This order was originally credited in February then was credited again in May 2016. On July 12, 2016 an adjustment was made to correct the account, which resulted in the correct credit balance of $130.20. As of July 20, 2016 we have processed a refund in the amount of $130.20. Mr. [redacted] should expect a refund check in the mail within 7-10 days. Please note that Mr. [redacted] has contacted customer service in regards to this issue on several occasions, and has been quoted the appropriate time frame for a resolution. Large payments such as the one Mr. [redacted] made are placed on hold for a specified amount of time to allow the payment to clear the customer’s bank. This is the reason that he was quoted the time frame he was for a resolution upon contacting customer service. DFS needed to wait for the check hold to be removed before processing any refund due to Mr. [redacted]. DFS records indicate that Mr. [redacted] received a response to his email dated June 29, 2016 on July 05, 2016. We hope this letter explains and helps to 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 Ms. [redacted] states her Dell Preferred Account (“DPA”) had a zero balance...
until recently when she received a billing statement reflecting an $89 warranty charge, along with a $206.79 balance adjustment. Dell Financial Services (“DFS”) records indicate Ms. [redacted]’s DPA was credited in February 2016 in the amount of $206.79 for a January 2016 purchase that she did not return. This credit remained on her DPA until a purchase was made in the amount of $219.20 in April 2016. On May 4, 2016 credits were processed as a courtesy to Ms. [redacted] in the amounts of $12.41 and $42.40. The $12.41 credit reduced the DPA balance to $0, and the $42.40 credit created a credit balance for which Ms. [redacted] was mailed refund checks in the amounts of $29.99 and $12.41. Ms. [redacted] was then sent a June billing statement reflecting a zero balance. On November 29, 2016 a debit adjustment in the amount of $206.79 posted to Ms. [redacted]’s DPA to adjust for the credit that posted to her DPA in February 2016 for an order she did not return. Records indicate that Ms. [redacted] authorized an extended warranty in the amount of $89.00 on December 7, 2016, and this amount posted to her DPA as well. Ms. [redacted] was then sent a December billing statement reflecting a balance of $295.79 which was valid. Please note that we have since credited the warranty and the $206.79 debit adjustment. Furthermore a credit posted to her DPA in the amount of $30.74 as DFS found during research that a credit in this amount was due but never processed in February 2016. Additionally records reflect a payment was made by Ms. [redacted] on December 23, 2016 in the amount of $89.00. As of the date of this letter Ms. [redacted] has a credit balance of $119.74. Please note that we have processed a refund check in this amount. Ms. [redacted] should expect her refund in the mail in 7-10 business days. Please be advised that on December 29, 2016 a representative from our corporate headquarters spoke with Ms. [redacted] by phone and explained the credits and debits to her DPA and that everything was adjusted accordingly. Ms. [redacted] was told that the current credit balance was valid and that she will be receiving a credit balance refund, to which she agreed with. Please note DFS has not reported any negative information to the credit bureaus regarding Ms. [redacted]’s DPA. While DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We regret any inconvenience this matter may have caused to Ms. [redacted] and we hope this letter explains and resolves it. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers’ desire to have their concerns addressed to their satisfaction. Please understand that the address listed on Mr. [redacted]’s credit application and first billing statement was determined to be an invalid address after Dell Financial Services (“DFS”) received returned mail. In an effort to ensure the customer received his billing statements we updated the address on file to an address that verified to him. Please note that this action did not result in pulling Mr. [redacted]’s credit again. DFS has applications that we use to verify consumer addresses. We researched and located an address that we found to be a valid address for him. We apologize if this address was not the current billing address for Mr. [redacted] however the fact remains that he did not contact DFS stating he was not receiving his billing statements until October 2016. As previously stated, it is the responsibility of the customers to contact DFS if their address changes in order to ensure they are receiving their monthly billing statements. Please note that the Order and Shipping confirmations, along with the Dell Chat logs, and other Dell documents that Mr. [redacted] submitted with his complaint in support of his claim are Dell documents and are not evidence that he contacted DFS to update his billing address per the terms and conditions of the Dell Preferred Account (“DPA”). DFS was never provided the address listed on the documents he provided. Again, Dell does not have the ability to change a billing address within DFS, Mr. [redacted] would have needed to contact DFS directly to update his billing address. Again, we must respectfully decline to waive the interest assessed to Mr. [redacted]’s account in 2016 as all fees have been assessed in accordance with the terms and conditions for which Mr. [redacted] agreed to. Please note that any future billing statements will be sent to [redacted] as this is the address on file. In regard to the prior billing statements, we ask that Mr. [redacted] reference the copies we provided to the Revdex.com with our initial response to his complaint. We hope this letter provides further explanation and brings resolution to this matter. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. [Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.]Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her...
complaint Ms. [redacted] expresses concern regarding the outstanding balance of her Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on October 03, 2007 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2000.00 and a corresponding APR of 28.74%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $1092.16. Ms. [redacted] then made thirteen (13) additional purchases between May 2008 and February 2013 totaling $1405.81. Please be advised that Ms. [redacted]’s initial purchase was qualified for a promotional financing feature of no interest if paid in full within 6 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 27, 2008. DFS received payment on May 01, 2008 in the amount of $29.00. This payment was not sufficient to pay off the remaining promotional plan balance of $937.16 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Ms. [redacted]’s Dell Preferred Account in the amount of $179.32. 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 Ms. [redacted]’s reference. Page 2 Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise Ms. [redacted] when the account will be paid in full. Unlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain term. There is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. 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 Ms. [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late on twenty (20) occasions, totaling $738.00 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 Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive her remaining balance and to process a refund. Please note however, that in the interest of customer satisfaction we have waived $50.00 in interest charges that have been assessed to her DPA. As of the date of this letter Ms. [redacted]’s DPA balance is $1622.91. 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 Ms. [redacted]’s DPA is now closed per her request. Records indicate that Ms. [redacted] contacted DFS customer care on April 27, 2015 regarding her balance. She was advised at that time of the minimum payment warning, and of tips to help decrease her account balance faster. 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 his automatic payment was not withdrawn as intended...
which led to two late fees to be assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on November 30, 2014 Mr. [redacted] applied and was approved for a DPA with a credit limit of $1200.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of his approval for credit. Please be advised that at the time of the account opening Mr. [redacted] placed an order with Dell for computer equipment totaling $1701.25, $1200.00 of which was placed on his DPA. This purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) months. Records indicate that Mr. [redacted] logged into the DFS website on February 6, 2015, created an online profile and set up an automatic recurring payment. Please understand that the DFS automatic recurring payment model will not allow for a payment to be set up for a set amount, rather the customer has the option to set their automatic payment for the minimum amount due plus an additional set amount if they choose. Mr. [redacted] initially set up his automatic payment to withdraw the minimum payment plus an additional $64.00. He also initially set his payment limit amount at $100.01, meaning that the system will not withdraw the payment if his minimum payment plus the additional amount set is higher than the payment limit. Please note that automatic payments or changes to automatic payments take effect the following billing cycle. Mr. [redacted] made a one-time payment at this time as well in the amount of $125.00. On February 12, 2015 Mr. Koertteritz updated the payment limit for his automatic payment to $100.00, then on February 15, 2015, per Mr. Koertteritz’s automatic payment model, a payment in the amount of $97.00 ($33 minimum payment plus $64.00) was withdrawn. His next payment was then withdrawn on March 15, 2015 for $95.00 ($31.00 minimum payment plus $64.00). On March 23, 2015 Mr. [redacted] updated his automatic payment to withdraw the minimum amount plus an additional $75.00, and on April 15, 2015 no payment was withdrawn because $75.00 plus the minimum due of $28.00, as reflected on his April billing statement, was more than the payment limit of $100.00. Mr. [redacted] did not log on to the DFS website, nor did he contact customer care regarding a payment not being processed until June 30, 2015. At that time he spoke with a customer service representative who explained that payments were not processed as they were scheduled for more than the payment limit. On July 7, 2015 Mr. [redacted] contacted customer service once again and this time made a payment of $300.00, and the representative with whom he spoke waived the phone pay fee as well as the $35.00 late fee. This payment along with the late fee waiver brought Mr. Page 2 [redacted]’s DPA balance down to $636.00, which brought his minimum payment down to $20.00; therefore his automatic payments (minimum payment plus $75.00) would be processed successfully going forward. Records indicate that payments were withdrawn for $95.00 from July 16, 2015 through December 16, 2015. Mr. [redacted] made a final payment of $66.00 on December 28, 2015 to pay off the remaining DPA balance. Please note that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Until March 1, 2011, your Current Month Minimum Payment is the greater of $15.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. On March 1, 2011 and after, your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please understand that all fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive the remaining late fee that was assessed on May 10, 2015. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: my problem is still not solved. Again, I am not able to call Dell Financial because I do not have a phone. When they locked my account, I entered the security questions with the answers that I have written down. The error is on their end. I have been emailing their customer service which has been no help at all which is why I contact the Revdex.com. In fact customer service has not answered my last three emails which I sent on October 2nd. Since they refuse to unlock my online account, I need all further statements mailed to me so that I can make payments on this account. Again the three that they sent me were entirely blank except for my name and address and the remittance address. I am very tired of trying to deal with their customer service. I will be so glad when this account is paid off but without my monthly statements, I will be unable to make payments.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Please understand monthly billing statements were mailed to the address on file, which matches the address Mr. [redacted] provided to the Revdex.com. These monthly billing statements reflect a minimum monthly payment. Dell Financial Services (“DFS”) is not responsible for customer’s not updating their billing address. 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.dellfinancialservices.com. Once again, DFS attempted to reach Mr. [redacted] by phone on thirty-two occasions between January 26, 2016 and April 7, 2016. The phone number on file is the one ending in [redacted]. DFS has no record of Mr. [redacted] updating this phone number or providing the [redacted] number. The [redacted] number is not a valid number and was entered as the work phone on file as DFS does not have a valid work phone for Mr. [redacted]. Regarding Mr. [redacted]’s contention he was offered a better deal if he set up an account, please understand Dell Sales representatives are equipped to offer discounts at their discretion. We have reviewed the Dell Chat logs and the representative with whom Mr. [redacted] spoke did in fact agree to a discount, however, we found no evidence to support his contention the representative led him to believe the promotion was no payments/no interest. We must, once again respectfully decline Mr. [redacted]’s request to remove any delinquent notations that have been reported to the credit bureaus in regards to his DFS trade-line. Please understand as a servicer for WebBank, DFS must comply with the provisions of FCRA and the amendments as outlined by FACTA. FCRA requires creditors accurately report a customer’s credit history and prohibits creditors from reporting information they know to be inaccurate. 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
Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] expresses concern regarding the assessment of a late fee to her Dell Preferred Account (“DPA”). Ms....
[redacted] states that she encountered technical difficulties with the Dell Financial Services (“DFS”) website, as well as issues while attempting to pay by phone. She also cites Dell related issues in regards to her initial purchase and the functionality of her initial purchase. Please understand that as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS records indicate that on June 03, 2011 Ms. [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $1200.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time she accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’ credit agreement were mailed to her within 48 hours of her approval for credit. Please be advised that on June 03, 2011, Ms. [redacted] spoke to a Dell sales representative and placed an equipment order with Dell for computer equipment totaling $514.11. On June 04, 2011 an equipment order totaling $523.11 was placed online. Please note that on October 13, 2015 Ms. [redacted] posted a complaint on Dell’s Facebook page and as a result of that complaint Dell has reached out to Ms. [redacted] in order to address her Dell related concerns, including the second computer order and the technical issues with her systems. In reference to Ms. [redacted]’ concerns regarding making a payment via the DFS website, please note that on October 3rd, 5th and 6th, 2015 there was a brief period in which a customer would have received an error message when attempting to access their online DFS profile, however we have no record of Ms. [redacted] attempting to access her profile on those dates. Ms. [redacted]’ first attempted log in in October 2015 was on the 9th. Furthermore DFS has no record of Ms. [redacted] calling to make a payment by phone during this timeframe. DFS did receive the emails Ms. [redacted] references regarding her experience with attempting to make a payment, the first of which being on October 10, 2015, and did respond accordingly. DFS received payment from Ms. [redacted] on October 14, 2015 in the amount of $25.00. As this payment was not received by the October 3rd due date as listed on Ms. [redacted]’ September 2015 billing statement there was a $20.00 late fee charge assessed to her DPA. Please be advised that when customers are one day late, or do not satisfy their total monthly minimum due by their due date DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the DPA terms and conditions titled Charges. Page 2 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]’ account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. However, in an effort to ensure customer satisfaction DFS processed a $50.00 interest charge waiver as well as a $20.00 late fee waiver on October 15, 2015. As of the date of this letter, Ms. [redacted]’ account balance is $561.43. 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. If Ms. [redacted] has any further Dell related concerns she may contact Dell customer service at 800-624-9897. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: it still looks like my credit limit on my credit report was 500.00 and it looks like I went way over my credit limit with the high credit. Do not think its fair for Dell Financial Services to compare my account to other account holders to decrease my credit limit for no reason but only because you wanted to. Please fix this. I had always been a good customer.
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 a final payment to Dell Financial Services...
(“DFS”) however payment was not applied to her Dell Preferred Account (“DPA”) which is causing an impact to her credit. Please be advised that Ms. [redacted] made a payment in the amount of $150 on March 17, 2016 which would have paid the remaining balance of her DPA, however this payment was reversed and returned to her personal financial institution on April 13, 2016. After researching this payment it was determined that Ms. [redacted]’s bank initiated a stop-pay which resulted in the payment reversal. Please note that Ms. [redacted] spoke with members of our customer service team regarding this issue on several occasions, as recently as July 6, 2016. Ms. [redacted] provided documents from her bank however she did not provide DFS with a Detailed Transaction Report from her bank, which is typically used to locate payments which have not been applied to a customer’s account. However in this case we do not have a missing payment, as it was located and returned to her bank. Ms. [redacted] was advised to work with her bank in order to locate the payment as DFS returned the funds after the stop-pay was initiated. In regard to Ms. [redacted]’s concerns about the impact to her credit report, please understand that if this matter was the result of action or inaction on the part of DFS we would take action to rectify any negative reporting caused by this issue. As this is not the case we are reporting accurately and must respectfully decline to adjust the DPA balance and update Ms. [redacted]’s credit reporting. All fees assessed to Ms. [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, Ms. [redacted]’s DPA balance is $217.89. 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 his bank failed to send his payments to Dell Financial Services...
(“DFS”) and as a result his Dell Preferred Account (“DPA”) was closed. He would like his DPA reopened as he states the missed payments were through no fault of his own. Please be advised that Mr. [redacted] contacted Collections on July 25, 2016 and scheduled a payment in the amount of $155 for August 4, 2016. The last payment that posted to Mr. [redacted]’s DPA was on January 2, 2016 in the amount of $40.00. DFS has no record of Mr. [redacted] contacting us regarding his concern prior to July 25, 2016. At that time he was advised DFS had not received a payment since January so his account was closed by DFS due to delinquency and could not be reopened. Mr. [redacted] then scheduled a payment which would bring his account current and was advised if he were to pay his DPA in full he may reapply for a new account 30 days after his account reflected a $0 balance. We have no record of Mr. [redacted] being treated with anything other than professional behavior. Records indicate Mr. [redacted] has been enrolled in paperless billing since October 4, 2014. Since that time his billing statements have not been mailed, rather they have been available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Please note the email address we have on file matches the one he provided to your office. In addition to his monthly billing statements reflecting a past due amount, please understand that phone calls were made to Mr. [redacted] beginning on March 9, 2016 in order to advise of and attempt to collect the past due amount. All call attempts were unsuccessful in reaching Mr. [redacted]. Please understand if this matter was the result of action or inaction on the part of DFS we would reopen Mr. [redacted]’s DPA. As this is not the case we must respectfully decline his request. 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 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 letter. 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 two recent orders were cancelled and his attempts at gaining an...
explanation went unanswered. Dell Financial Services (“DFS”) records indicate that Mr. [redacted]’s company, Action Images Sports Photography Inc., was approved for a Dell Business Credit (“DBC”) account with a $50,000 credit limit on November 28, 2013. Records further indicate that [redacted]. opened a lease on February 07, 2003. This lease was coded as Bankruptcy in error on May 13, 2003 and subsequently charged off on May 20, 2003. A member of [redacted]. contacted DFS in December 2013 claiming the bankruptcy was invalid and it was removed. The charge off remained though as no payments were received towards the lease after December 2004. Please note that billing statements are not issued on charged-off accounts. The lease was placed with Collections on December 06, 2013 then on December 12, 2013 an agreement was reached with a member of [redacted]. to settle the lease balance for less than the amount owed. On May 15, 2014 the lease was coded as Settled in Full after DFS received the final payment towards the agreed upon settlement amount of $4262.00, thus satisfying the settlement agreement. Please be advised that due to the initial error in the bankruptcy coding, we have decided to reverse the charge-off on [redacted].’s lease account. In addition we will be removing the settlement coding and disposing the lease. We will also report the lease to credit bureaus as always current. Please allow 30-45 days for the credit update to be reflected with the credit agencies. While DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently DFS submits account information to Experian, Equifax, Dunn & Bradstreet and Paynet at the beginning of each month. If Mr. [redacted] should have any questions regarding the credit report of [redacted]., he will need to contact the agency that owns the report. Please note that [redacted].’s DBC account is open and current and available for use in placing a new order, however the recent orders on August 28, 2015 and January 26, 2016 were cancelled because of the charge-off on the lease. The DBC account is currently set up on recurring payments, as Mr. [redacted] stated. Please note that the last contact by Mr. [redacted], or anyone from [redacted]. to DFS customer service was in September 2015, after the August order was cancelled, at which point they was advised that they would need to speak to Dell sales with regard to the order. Page 2 In reference to Mr. [redacted]’s question regarding US based support, please note that as a global organization, DFS utilizes global resources for servicing. With that being said, if Mr. [redacted] has further concerns and would like to reach out to me directly he may find my contact information at the bottom of this letter. We regret any dissatisfaction Mr. [redacted] experienced as a result of this issue. 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]
[redacted] Dell Financial Services P: ###-###-#### Email: [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 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
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] alleges functionality within the Dell Financial Services (“DFS”) online...
payment system prevented him from making a payment. DFS records indicate Mr. [redacted] opened a Dell Preferred Account (“DPA”) on November 22, 2013. On December 16, 2013 he created an online DFS profile using his DPA. Mr. [redacted] then opened a Dell Business Credit (“DBC”) account on December 20, 2014, then added this account to his online profile on February 2, 2015. Please note after a review of Mr. [redacted]’s login activity we have found he has successfully logged in to his online profile and made a payment to his DPA as recently as December 5, 2016. Although Mr. [redacted] has access to make an online payment towards his DBC account as well, we do not show he has done so. Mr. [redacted] contacted DFS on November 29, 2016 advising he was unable to make a payment online and was advised this may be an issue with his internet browser. The customer service agent at that time processed Mr. [redacted]’s payment by phone and waived the phone pay fee as a courtesy. Please understand there are no issues within DFS that would affect Mr. [redacted]’s ability to make a payment towards his DBC account through his online DFS profile. 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] expresses concern regarding her outstanding Dell Preferred Account (“DPA”)...
balance. Dell Financial Services (“DFS”) records indicate on February 21, 2011 Ms. [redacted] applied and was approved for a DPA with a credit limit of $2000.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised at the time the account was opened Ms. [redacted] placed an order with Dell for computer equipment totaling $141.74. Ms. [redacted] then made seven additional purchases between April 2011 and November 2015, totaling $2171.07. Please note 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 and whether additional purchases are made, or whether 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.” Records indicate Ms. [redacted] did not set her automatic payments up through the Dell Financial Services website; rather they look to be set up through her personal financial institution. Please note if Ms. [redacted] were to set up her payments through the DFS website there is an option to pay the minimum payment plus an additional amount selected by the customer. Please understand all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in the interest of customer satisfaction we have provided a $100 credit in interest charges that have been assessed to her DPA. As of the date of this letter Ms. [redacted]’s DPA balance is $1594.22. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I have proof of paying in full and when I got the 2 very small refund checks.On Jan 20, 2016 I paid $70.00 late charges and I don't know who informed you that I didn't have the statements for January as I am looking at a "O" balance on Jan 17,2017(last 3 number of account being 828 Now on #731 I paid $1,560.00 and then was told to pay $170..89 Which according to my statement paid the account in full. I talked to "[redacted] in the conseige 2016 I paid $239.00 for the concigne ###-###-#### and cancelled the program. On 9/12/2016. On #828 I had an Paid in Full and "0" balance with a $3,000. available credit. I called Tech service and the gentleman (will not give his name at this time) told me yes I did have a refund because I had paid for this before I should (expiration date in the future) and he said I cleared this end and you need to get with billing and tell them everything is OK at my end. Which I did, many time and one of the last people said (customer service here) that I did indeed have a credit coming on both of the orders.. I said all I wanted was the one I paid in advance.. Then I didn't hear anything and I will be happy to send ALL MY STATMENTS or copies that is and go for it all.. Dell has some mis-informed people working for them and I gave the last dollar to them. When this computer went down I had been with them since 1989. First time I have had a problem. Thank you Revdex.com I know you are trying, but I am 89 years young and I just didn't want to give the money to Dell.
Regards,
[redacted]
Please see the attached response and supporting documentation. Dear Madam or Sir: We are in receipt of the complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal...
on November 14, 2017. In the complaint Mr. [redacted] states the following: ? There is a purchase on his account for a tablet and speakers that he did not authorize. ? When he spoke to a fraud investigator his fraud case was closed and he was hung up on. ? He would like further investigation into this issue and would like a refund for payment made towards the fraudulent items, as well as a correction to his credit report. 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 or during any of the purchases made towards the account. DFS records indicate on September 1, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $3,000.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. The terms of the credit agreement, including the 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. At the time the account was opened 2 purchases were made, totaling $1,096.85. In February 2016 there were 2 additional purchases made in the amounts of $379.35 and $44.45. These purchases were returned and full credits were processed in the amount of $44.45 on March 11, 2016 and $379.35 on November 8, 2016. Mr. [redacted] also received an automatic interest credit adjustment of $69.93 on November 8, 2016 for the interest assessed between the time of purchase and the time of credit. We have attached the billing statements reflecting these credits with this response for reference. Please note that on October 26, 2017 DFS spoke with Mr. [redacted] who claimed that there were unauthorized purchases on his account and a fraud case was opened. On November 3, 2017 a fraud investigator spoke with Mr. [redacted] who stated that he did in fact place the orders in question however wanted them placed on a gift card, not the DPA. The investigator explained that this is not fraud, rather a customer service issue. The fraud investigator ended the call after Mr. [redacted] used inappropriate language. Please note also that the two orders in question are the two that were returned for full credit in March and November 2016. Page 2 In regard to the credit reporting of Mr. [redacted]’s DPA, please note that DFS is reporting his account as current with a $635 balance to the credit reporting agencies. There were no delinquencies reported to the credit reporting agencies as a result of the purchases in question. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter and supporting documentation helps to explain and resolve this issue. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services Dell - Internal Use - Confidential
Complaint: [redacted]
I am rejecting this response because: DELL has sent me FOUR months of ZERO balance statements! So this was NOT my fault NOR my error! Dell needs to stop making this like this is my error! Dell cannot after four months determine...Oh we made an error time to start calling this person 24/7 and start harassing them. I have all of the emails demanding this account closed and confirmation from not one but two employees that the account would be closed Feb 2016. This is one of the reasons why I refuse to speak to any employee at Dell because what is said on their part is NOT what actually takes place. I have had to change my phone number because of the harassment over one of their employees erroneous errors! This was not my fault as the consumer that was duped into the purchase of a lemon and had to endure months of payments while Dell was in possession of these items. This needs to be fixed on their end, PERIOD.
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint, Mr. [redacted] states he overpaid his Dell Preferred Account (“DPA”) by $1008.77...
and has requested a refund however has not yet received his money back. Please be advised Mr. [redacted] made a payment in the amount of $2895.00, which posted to his DPA on June 26, 2016. Mr. [redacted]’s DPA balance at that time, according to his June 2016 billing statement, was $1886.23. However please understand that his DPA balance still reflected a duplicate credit for an order that was returned in February 2016 in the amount of $878.57. This order was originally credited in February then was credited again in May 2016. On July 12, 2016 an adjustment was made to correct the account, which resulted in the correct credit balance of $130.20. As of July 20, 2016 we have processed a refund in the amount of $130.20. Mr. [redacted] should expect a refund check in the mail within 7-10 days. Please note that Mr. [redacted] has contacted customer service in regards to this issue on several occasions, and has been quoted the appropriate time frame for a resolution. Large payments such as the one Mr. [redacted] made are placed on hold for a specified amount of time to allow the payment to clear the customer’s bank. This is the reason that he was quoted the time frame he was for a resolution upon contacting customer service. DFS needed to wait for the check hold to be removed before processing any refund due to Mr. [redacted]. DFS records indicate that Mr. [redacted] received a response to his email dated June 29, 2016 on July 05, 2016. We hope this letter explains and helps to 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 Ms. [redacted] states her Dell Preferred Account (“DPA”) had a zero balance...
until recently when she received a billing statement reflecting an $89 warranty charge, along with a $206.79 balance adjustment. Dell Financial Services (“DFS”) records indicate Ms. [redacted]’s DPA was credited in February 2016 in the amount of $206.79 for a January 2016 purchase that she did not return. This credit remained on her DPA until a purchase was made in the amount of $219.20 in April 2016. On May 4, 2016 credits were processed as a courtesy to Ms. [redacted] in the amounts of $12.41 and $42.40. The $12.41 credit reduced the DPA balance to $0, and the $42.40 credit created a credit balance for which Ms. [redacted] was mailed refund checks in the amounts of $29.99 and $12.41. Ms. [redacted] was then sent a June billing statement reflecting a zero balance. On November 29, 2016 a debit adjustment in the amount of $206.79 posted to Ms. [redacted]’s DPA to adjust for the credit that posted to her DPA in February 2016 for an order she did not return. Records indicate that Ms. [redacted] authorized an extended warranty in the amount of $89.00 on December 7, 2016, and this amount posted to her DPA as well. Ms. [redacted] was then sent a December billing statement reflecting a balance of $295.79 which was valid. Please note that we have since credited the warranty and the $206.79 debit adjustment. Furthermore a credit posted to her DPA in the amount of $30.74 as DFS found during research that a credit in this amount was due but never processed in February 2016. Additionally records reflect a payment was made by Ms. [redacted] on December 23, 2016 in the amount of $89.00. As of the date of this letter Ms. [redacted] has a credit balance of $119.74. Please note that we have processed a refund check in this amount. Ms. [redacted] should expect her refund in the mail in 7-10 business days. Please be advised that on December 29, 2016 a representative from our corporate headquarters spoke with Ms. [redacted] by phone and explained the credits and debits to her DPA and that everything was adjusted accordingly. Ms. [redacted] was told that the current credit balance was valid and that she will be receiving a credit balance refund, to which she agreed with. Please note DFS has not reported any negative information to the credit bureaus regarding Ms. [redacted]’s DPA. While DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We regret any inconvenience this matter may have caused to Ms. [redacted] and we hope this letter explains and resolves it. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers’ desire to have their concerns addressed to their satisfaction. Please understand that the address listed on Mr. [redacted]’s credit application and first billing statement was determined to be an invalid address after Dell Financial Services (“DFS”) received returned mail. In an effort to ensure the customer received his billing statements we updated the address on file to an address that verified to him. Please note that this action did not result in pulling Mr. [redacted]’s credit again. DFS has applications that we use to verify consumer addresses. We researched and located an address that we found to be a valid address for him. We apologize if this address was not the current billing address for Mr. [redacted] however the fact remains that he did not contact DFS stating he was not receiving his billing statements until October 2016. As previously stated, it is the responsibility of the customers to contact DFS if their address changes in order to ensure they are receiving their monthly billing statements. Please note that the Order and Shipping confirmations, along with the Dell Chat logs, and other Dell documents that Mr. [redacted] submitted with his complaint in support of his claim are Dell documents and are not evidence that he contacted DFS to update his billing address per the terms and conditions of the Dell Preferred Account (“DPA”). DFS was never provided the address listed on the documents he provided. Again, Dell does not have the ability to change a billing address within DFS, Mr. [redacted] would have needed to contact DFS directly to update his billing address. Again, we must respectfully decline to waive the interest assessed to Mr. [redacted]’s account in 2016 as all fees have been assessed in accordance with the terms and conditions for which Mr. [redacted] agreed to. Please note that any future billing statements will be sent to [redacted] as this is the address on file. In regard to the prior billing statements, we ask that Mr. [redacted] reference the copies we provided to the Revdex.com with our initial response to his complaint. We hope this letter provides further explanation and brings resolution to this matter. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. [Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.]Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her...
complaint Ms. [redacted] expresses concern regarding the outstanding balance of her Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on October 03, 2007 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2000.00 and a corresponding APR of 28.74%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $1092.16. Ms. [redacted] then made thirteen (13) additional purchases between May 2008 and February 2013 totaling $1405.81. Please be advised that Ms. [redacted]’s initial purchase was qualified for a promotional financing feature of no interest if paid in full within 6 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 27, 2008. DFS received payment on May 01, 2008 in the amount of $29.00. This payment was not sufficient to pay off the remaining promotional plan balance of $937.16 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Ms. [redacted]’s Dell Preferred Account in the amount of $179.32. 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 Ms. [redacted]’s reference. Page 2 Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise Ms. [redacted] when the account will be paid in full. Unlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain term. There is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. 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 Ms. [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late on twenty (20) occasions, totaling $738.00 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 Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive her remaining balance and to process a refund. Please note however, that in the interest of customer satisfaction we have waived $50.00 in interest charges that have been assessed to her DPA. As of the date of this letter Ms. [redacted]’s DPA balance is $1622.91. 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 Ms. [redacted]’s DPA is now closed per her request. Records indicate that Ms. [redacted] contacted DFS customer care on April 27, 2015 regarding her balance. She was advised at that time of the minimum payment warning, and of tips to help decrease her account balance faster. 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 his automatic payment was not withdrawn as intended...
which led to two late fees to be assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on November 30, 2014 Mr. [redacted] applied and was approved for a DPA with a credit limit of $1200.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of his approval for credit. Please be advised that at the time of the account opening Mr. [redacted] placed an order with Dell for computer equipment totaling $1701.25, $1200.00 of which was placed on his DPA. This purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) months. Records indicate that Mr. [redacted] logged into the DFS website on February 6, 2015, created an online profile and set up an automatic recurring payment. Please understand that the DFS automatic recurring payment model will not allow for a payment to be set up for a set amount, rather the customer has the option to set their automatic payment for the minimum amount due plus an additional set amount if they choose. Mr. [redacted] initially set up his automatic payment to withdraw the minimum payment plus an additional $64.00. He also initially set his payment limit amount at $100.01, meaning that the system will not withdraw the payment if his minimum payment plus the additional amount set is higher than the payment limit. Please note that automatic payments or changes to automatic payments take effect the following billing cycle. Mr. [redacted] made a one-time payment at this time as well in the amount of $125.00. On February 12, 2015 Mr. Koertteritz updated the payment limit for his automatic payment to $100.00, then on February 15, 2015, per Mr. Koertteritz’s automatic payment model, a payment in the amount of $97.00 ($33 minimum payment plus $64.00) was withdrawn. His next payment was then withdrawn on March 15, 2015 for $95.00 ($31.00 minimum payment plus $64.00). On March 23, 2015 Mr. [redacted] updated his automatic payment to withdraw the minimum amount plus an additional $75.00, and on April 15, 2015 no payment was withdrawn because $75.00 plus the minimum due of $28.00, as reflected on his April billing statement, was more than the payment limit of $100.00. Mr. [redacted] did not log on to the DFS website, nor did he contact customer care regarding a payment not being processed until June 30, 2015. At that time he spoke with a customer service representative who explained that payments were not processed as they were scheduled for more than the payment limit. On July 7, 2015 Mr. [redacted] contacted customer service once again and this time made a payment of $300.00, and the representative with whom he spoke waived the phone pay fee as well as the $35.00 late fee. This payment along with the late fee waiver brought Mr. Page 2 [redacted]’s DPA balance down to $636.00, which brought his minimum payment down to $20.00; therefore his automatic payments (minimum payment plus $75.00) would be processed successfully going forward. Records indicate that payments were withdrawn for $95.00 from July 16, 2015 through December 16, 2015. Mr. [redacted] made a final payment of $66.00 on December 28, 2015 to pay off the remaining DPA balance. Please note that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Until March 1, 2011, your Current Month Minimum Payment is the greater of $15.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. On March 1, 2011 and after, your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please understand that all fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive the remaining late fee that was assessed on May 10, 2015. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: my problem is still not solved. Again, I am not able to call Dell Financial because I do not have a phone. When they locked my account, I entered the security questions with the answers that I have written down. The error is on their end. I have been emailing their customer service which has been no help at all which is why I contact the Revdex.com. In fact customer service has not answered my last three emails which I sent on October 2nd. Since they refuse to unlock my online account, I need all further statements mailed to me so that I can make payments on this account. Again the three that they sent me were entirely blank except for my name and address and the remittance address. I am very tired of trying to deal with their customer service. I will be so glad when this account is paid off but without my monthly statements, I will be unable to make payments.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Please understand monthly billing statements were mailed to the address on file, which matches the address Mr. [redacted] provided to the Revdex.com. These monthly billing statements reflect a minimum monthly payment. Dell Financial Services (“DFS”) is not responsible for customer’s not updating their billing address. 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.dellfinancialservices.com. Once again, DFS attempted to reach Mr. [redacted] by phone on thirty-two occasions between January 26, 2016 and April 7, 2016. The phone number on file is the one ending in [redacted]. DFS has no record of Mr. [redacted] updating this phone number or providing the [redacted] number. The [redacted] number is not a valid number and was entered as the work phone on file as DFS does not have a valid work phone for Mr. [redacted]. Regarding Mr. [redacted]’s contention he was offered a better deal if he set up an account, please understand Dell Sales representatives are equipped to offer discounts at their discretion. We have reviewed the Dell Chat logs and the representative with whom Mr. [redacted] spoke did in fact agree to a discount, however, we found no evidence to support his contention the representative led him to believe the promotion was no payments/no interest. We must, once again respectfully decline Mr. [redacted]’s request to remove any delinquent notations that have been reported to the credit bureaus in regards to his DFS trade-line. Please understand as a servicer for WebBank, DFS must comply with the provisions of FCRA and the amendments as outlined by FACTA. FCRA requires creditors accurately report a customer’s credit history and prohibits creditors from reporting information they know to be inaccurate. 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
Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] expresses concern regarding the assessment of a late fee to her Dell Preferred Account (“DPA”). Ms....
[redacted] states that she encountered technical difficulties with the Dell Financial Services (“DFS”) website, as well as issues while attempting to pay by phone. She also cites Dell related issues in regards to her initial purchase and the functionality of her initial purchase. Please understand that as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS records indicate that on June 03, 2011 Ms. [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $1200.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time she accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’ credit agreement were mailed to her within 48 hours of her approval for credit. Please be advised that on June 03, 2011, Ms. [redacted] spoke to a Dell sales representative and placed an equipment order with Dell for computer equipment totaling $514.11. On June 04, 2011 an equipment order totaling $523.11 was placed online. Please note that on October 13, 2015 Ms. [redacted] posted a complaint on Dell’s Facebook page and as a result of that complaint Dell has reached out to Ms. [redacted] in order to address her Dell related concerns, including the second computer order and the technical issues with her systems. In reference to Ms. [redacted]’ concerns regarding making a payment via the DFS website, please note that on October 3rd, 5th and 6th, 2015 there was a brief period in which a customer would have received an error message when attempting to access their online DFS profile, however we have no record of Ms. [redacted] attempting to access her profile on those dates. Ms. [redacted]’ first attempted log in in October 2015 was on the 9th. Furthermore DFS has no record of Ms. [redacted] calling to make a payment by phone during this timeframe. DFS did receive the emails Ms. [redacted] references regarding her experience with attempting to make a payment, the first of which being on October 10, 2015, and did respond accordingly. DFS received payment from Ms. [redacted] on October 14, 2015 in the amount of $25.00. As this payment was not received by the October 3rd due date as listed on Ms. [redacted]’ September 2015 billing statement there was a $20.00 late fee charge assessed to her DPA. Please be advised that when customers are one day late, or do not satisfy their total monthly minimum due by their due date DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the DPA terms and conditions titled Charges. Page 2 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]’ account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. However, in an effort to ensure customer satisfaction DFS processed a $50.00 interest charge waiver as well as a $20.00 late fee waiver on October 15, 2015. As of the date of this letter, Ms. [redacted]’ account balance is $561.43. 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. If Ms. [redacted] has any further Dell related concerns she may contact Dell customer service at 800-624-9897. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: it still looks like my credit limit on my credit report was 500.00 and it looks like I went way over my credit limit with the high credit. Do not think its fair for Dell Financial Services to compare my account to other account holders to decrease my credit limit for no reason but only because you wanted to. Please fix this. I had always been a good customer.
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 a final payment to Dell Financial Services...
(“DFS”) however payment was not applied to her Dell Preferred Account (“DPA”) which is causing an impact to her credit. Please be advised that Ms. [redacted] made a payment in the amount of $150 on March 17, 2016 which would have paid the remaining balance of her DPA, however this payment was reversed and returned to her personal financial institution on April 13, 2016. After researching this payment it was determined that Ms. [redacted]’s bank initiated a stop-pay which resulted in the payment reversal. Please note that Ms. [redacted] spoke with members of our customer service team regarding this issue on several occasions, as recently as July 6, 2016. Ms. [redacted] provided documents from her bank however she did not provide DFS with a Detailed Transaction Report from her bank, which is typically used to locate payments which have not been applied to a customer’s account. However in this case we do not have a missing payment, as it was located and returned to her bank. Ms. [redacted] was advised to work with her bank in order to locate the payment as DFS returned the funds after the stop-pay was initiated. In regard to Ms. [redacted]’s concerns about the impact to her credit report, please understand that if this matter was the result of action or inaction on the part of DFS we would take action to rectify any negative reporting caused by this issue. As this is not the case we are reporting accurately and must respectfully decline to adjust the DPA balance and update Ms. [redacted]’s credit reporting. All fees assessed to Ms. [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, Ms. [redacted]’s DPA balance is $217.89. 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