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
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
Complaint: [redacted]
I am rejecting this response because:All correspondence with Dell was done on the telephone with a customer service representative contrary to what Dell has stated. On multiple occasions prior to this purchase, I spent up to 2 hours on the telephone being transferred from representative to representative obtaining information on this purchase. Prior to making this purchase, another computer was purchased with the telephone assistance of a representative. That order was cancelled, again with the assistance of a telephone representative before this computer was ordered. All correspondence was done with Dell via the telephone. At no point during any of these multiple calls was I informed of a promotional deal. After many years of doing business with Dell, I am highly disappointed that they blatantly lied to cover up the incompetence of their employees and their failure to inform me of a "promotional deal" prior to my purchase. Attached is an email I received after one of my conversations with a Dell representative. This person put a quote together and emailed it to me.Thanks again for choosing Dell. Martin Laurence's NotesAs soon as you’re ready to place the order, you can go to www[redacted]. From there, click on “proceed to checkout,” type your quote number ([redacted]) and cr ([redacted]) and click on “retrieve my quote.” You should then be able to review the details of your system’s configuration and proceed to “checkout.” Choose your preferred method of payment (after making sure that you have the right “ship to” address) whether Dell Preferred Account or Credit card. Type in the information needed, verify and submit order. Once you have submitted your order, you will receive an email confirmation together with your Dell Purchase ID and please expect another email within the next 24 -48 hours with your order number.
[redacted]@[redacted].net 03/25/15 at 4:12 PMTo[redacted]@YAHOO.COMMessage body3/25/2015Dear Valued Customer, Thank you for contacting us about your account. We are pleased to inform you that we were able to resolve the issue on your Dell Preferred Account. Your credit with Credit Order Number: [redacted] was completed on 03-18-15. $901.30 credit will reflect on your billing statement. We appreciate your business. Log in to your DFS Account Profile at www.dellfinancialservices.com for 24/7 access to your account. DFS Customer Service Representatives are available Monday through Friday, 7 a.m. to 8 p.m. CT via email or phone at ###-###-####.Sincerely, [redacted]Care Specialist Dell Financial Service
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. The complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on...
March 14, 2017. In the complaint Mr. [redacted] states the following: ? He received a phone call from Collections on March 9th regarding an amount owed on a purchase he states he made in 2014 or 2015. ? He was under the impression his Dell Preferred Account (“DPA”) was paid off. ? Upon calling DFS to address the issue he states his call was disconnected after he asked to speak to a supervisor. ? He would like a payment plan to pay the original balance and would like his account removed from Collections. DFS records indicate that on March 14, 2010 Mr. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $1,000.00 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, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. On March 15, 2010 Mr. [redacted] placed an order with Dell for computer equipment totaling $1,272.90, $999.90 of which was placed on his DPA. On April 4, 2010, after his initial purchase was returned, a full credit was processed. Then on April 5, 2010 Mr. [redacted] placed an order totaling $1,668.18, $999.95 of which was placed on his DPA. On May 4, 2010 a partial credit for this order in the amount of $163.31 posted to Mr. [redacted]’s DPA. On November 2, 2010 Mr. [redacted] made an additional purchase totaling $141.53, which was then returned for a full credit on November 26, 2010. A final purchase was made on January 19, 2015, totaling $269.49. The last payment received from Mr. [redacted] was on October 26, 2011, in the amount of $19.93. This payment paid Mr. [redacted]’s DPA in full at that time. Please note that DFS did not receive payment after the January 2015 purchase. As a result of non-payment eight late fees in total, amounting to $269 were assessed to Mr. [redacted]’s DPA. Please reference the section in the credit agreement 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. Mr. [redacted]’s DPA was placed in Collections when it became delinquent on March 13, 2015. His account was closed due to delinquency on June 12, 2015, then charged-off when it became 180 days delinquent on September 14, 2015. The balance at the time of charge off was $568.17 due to accrued late fees and interest. A Collections letter was mailed to Mr. [redacted] on March 29, 2015 and Collection calls started being made to him on August 5, 2015. There is only record of one contact with Mr. [redacted]. We have reviewed this call recording and did not observe any unprofessional behavior, including disconnecting the phone call intentionally. Please note that the address DFS has on file for Mr. [redacted] matches the address he provided to your office. Billing statements were mailed to this address monthly while there was a DPA balance until the charge-off date of his DPA. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account, therefore we must respectfully decline to reduce the balance to the original amount or to remove the account from Collections. DFS is reporting Mr. [redacted]’s DPA to the credit bureaus accurately as charged off with a $568.17 balance. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We ask Mr. [redacted] to please contact Collections at ###-###-#### in order to discuss his account or to make payment arrangements. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:"This 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 December 20, 2017." was never disclosed to me any time I contacted your servicing department or else I could have paid off this balance with no problems and I never elected to have paperless statements if fact most of my calls that are supposed to be recorded it was about your web site being down or not function correctly so by you not disclosing accurate information and withholding this deferred 12 months interest I don't see how I can or should be my issue and your agent in the client service group agreed with me and her max was 50.00 all she could do if I was wrong why the adjustment ? that was no courtesy.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Even as they state. [redacted] was responsible. That is fine! [redacted] closed the business on August 25th 2016!! This phone number belongs to a different business and wishes not to be contacted!!!!!
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up from [redacted], originally addressed to the Revdex.com. Please note that on November 12, 2015 Mr. [redacted] contacted Dell Financial Services (“DFS”) and requested to have Mrs. [redacted] added to his Dell Preferred Account (“DPA”) as an authorized designee. We appreciate Mr. and Mrs. [redacted] complying with our Privacy Policy and taking the appropriate actions to have Mrs. [redacted] added to the DPA as an account designee. Please be advised that Mr. and Mrs. [redacted]’s August 2014 purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before September 15, 2015. The promotional balance as listed on the August billing statement was $787.56. DFS received payment in the amount of $787.56 on September 18, 2015. This payment would have been sufficient in paying the remaining promotional balance and avoiding deferred interest charges, along with a late fee had it been received by the promotional expiration date. Because the payment was received three days after the payment due date there was a deferred interest charge in the amount of $315.63, along with a late fee charge in the amount of $24.00 assessed to the DPA. 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. and Mrs. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 25.99% (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 Page 2 be imposed from purchase date at your standard rate of 25.99% (variable). Payments are applied to your total minimum payment due. In regards to the late fee that was assessed, please understand that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please understand that all fees assessed to the DPA have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. Please note that Mr. [redacted] contacted DFS regarding the deferred interest charges on October 05, 2015 and was provided a $50.00 courtesy waiver. In the interest of customer satisfaction we have now waived the remaining $265.63 in deferred interest charges that were assessed to the DPA on September 20, 2015 in the interest of customer satisfaction. Additionally we have waived the $85.23 in late fee charges and interest that were assessed since September 15, 2015. As of the date of this letter the DPA balance is $0.00. For the concerns that Mrs. [redacted] references in her complaint regarding defective products, we ask that she contact Dell customer care at 800-624-9897 in order to have those addressed. 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, along with customer service hours of operation have caused him to incur two late payment fees to his Dell Preferred Account (“DPA”). DFS records indicate Mr. [redacted]’s online profile was locked on July 5, 2016 when he failed to answer the security questions set up on his profile correctly. Records indicate Mr. [redacted] called DFS and unlocked his profile on July 6, 2016. Please note Mr. [redacted] has had continuous access to his online profile, with the ability to make an online payment since this time, as that was the last and only instance in which he was locked out of his online profile with DFS. Furthermore there is no record of our online payment system being offline as Mr. [redacted] states, or of any technical difficulties which would affect its ability to receive a payment. In regard to Mr. [redacted]’s comments about not being able to reach customer service within the hours of operation, please understand Customer Service agents are available from 8AM- 8PM M-F CST. Furthermore Mr. [redacted] had the option to contact our customer service team via email at www.dell.com/dfs. In regard to making a payment, Mr. [redacted] could have at any time made a payment through our automated telephone system without speaking to a representative. He could’ve mailed a payment to our payment processing center as well. These payment options, along with the online payment option are listed on the back of Mr. [redacted]’s monthly billing statement. Please note DFS did not receive payment after Mr. [redacted]’s July purchase in the amount of $115.17 until October 10, 2016. At that time Mr. [redacted] made a payment in the amount of $158.18, which was the new balance due to late fees and interest. 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. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in an effort to ensure customer satisfaction, a late fee in the amount of $20.00 was waived when he spoke with customer service on September 26, 2016. We must respectfully decline to waive the other late fee, assessed on October 4, 2016. As of October 10, 2016, Mr. [redacted]’s account balance has been $0. Please note DFS does not report an account negatively to the credit agencies until it falls 60 days delinquent. As Mr. [redacted]’s account never reached 60 days in delinquency we are not reporting any delinquent notations. We are accurately reporting Mr. [redacted]’s account to the credit bureaus as paid in full and current. While DFS reports to the credit agencies, the credit report is the sole Page 2 property of the agency generating the report. Currently DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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 Dell Preferred Account (“DPA”) was placed on hold,...
and although he was told he would be contacted by someone in the verification department he has not yet received a call, more than 10 days later. On October 2, 2016, Mr. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $2500 and a corresponding variable Annual Percentage Rate (APR) of 29.99%. On October 15, 2016 Mr. [redacted] placed an order with a Dell sales representative which was referred to our Fraud department for further verification. Dell Financial Services (“DFS”) maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. DFS records indicate that Mr. [redacted]’s order was referred to our Fraud department through our normal review process. Once an order is referred to our Fraud department for further verification we must speak to the account holder by phone. Records indicate that Mr. [redacted] spoke to our verification department on eight different occasions between October 16, 2016 and October 25, 2016. Please understand that due to the information provided by Mr. [redacted] not coinciding with the information required by the verification representative during the initial contact, the verification process could not be completed, and a letter was mailed to Mr. [redacted]. Mr. [redacted] has been advised that he would need to contact verification once again once he receives this letter, at the phone number on the letter, as the letter will contain information that will assist in verifying his identity and completing the process. Once he completes the verification process he may contact Dell sales and replace the order. We must respectfully decline to remove the credit inquiry from Mr. [redacted]’s credit report as he provided authorization for the inquiry at the time his application for credit was submitted. Please note while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at [redacted]-[redacted], Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter helps explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Dear Revdex.com,
I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer. The customer’s issue with obtaining a credit line is with Dell Financial Services, a separate entity from Dell computer. Dell Financial will be providing the customer with a letter of notice. Mr. [redacted] will need to contact Dell Financial for any further information.
As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter.
Sincerely,
Advanced Resolution Group
FID # [redacted] Dell.
Complaint: [redacted]
I am rejecting this response because: Starting with Exhibit A (attached PDF) dated March 10, 2015 The correct billing and shipping address is listed on the Dell Document of [redacted]I have attached 10 Dell related documents that list PA as the billing and/or the shipping address. In addition, DFS illegally and inappropriately may have violated potential Federal Privacy Act Laws, takes it upon themselves to go into my credit bureau report, on March 23rd as stated in the 5th Paragraph of the letter; DFS received returned mail therefore updated Mr. [redacted]’s address to [redacted] on March 23, 2015, which was the current address listed on Mr. [redacted]’s credit report at that time. Credit Bureau reports often inaccurate and inconsistent information, and instead of checking with authorized and verified USPS information, which was forwarded from ** to the ** address Feb 23rd, 2015...Dell would have had the correct address to mail the bill(s).As evidenced in Exhibit A (Mar 10, '15) and furthermore in Exhibit's A1 (Mar 11, '15), D (May 18, '15), E (May 22, '15), F (Jun 6, '15), G (Jun 16, '15), H (Jun 18, '15), I (Jul 22, '15) all in writing and in several live chat conversations with live-agents of Dell who verify billing address, have failed to change my correct address ???If it wasn't for my auto bill pay through [redacted] for the same amount of $103/mo, I would not paid the correct amount, or Dell Collections would have found me at my ** address through collections efforts and would have promptly sent a certified mail to my PA address, had I failed to pay on time. To this date, Dell has continued to fail to properply address a matter of concern that potentially violates U.S. Privacy Laws, FTC violations and/or FCRA Privacy Violations in taking it upon themselves to change an unknown and potentially incorrect address on a credit report 23 days after my initial credit application was approved, and uses a completely different address to mail my bill, when I have never used such an address in ** and was not aware there was even a ** address appearing on my credit report, since no such report was shared with this customer.I respectfully request that all bills be resent to my new and current address [redacted] and all interest accrued and paid in 2015 and 2016 rightfully refunded due to the systematic disregard and gross negligence on the part of Dell that has caused intentional infliction of financial harm and unlawful gain on the part of Dell.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that she paid the remaining Dell Preferred Account (“DPA”)...
balance however she received a billing statement reflecting a late charge as well as a $315.63 interest charge. Please note that per our Privacy Policy, account information is restricted to the account holder and authorized designee(s). Ms. [redacted] is not an authorized designee on the DPA in question therefore we will not be able to provide her with any account information. If she would like to be added to the account as a designee she will need to have the account holder contact customer service at (800) 283-2210. Alternatively, the account holder may fax a signed letter to (512) 283-2664, requesting to add Ms. [redacted] to the DPA as an authorized designee. Please allow 3-5 business days for processing. Account Holder Name Address and Phone Number on account Last 4 of SSN Designee Name Account Holder Signature We hope this letter explains our position in this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. 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 Dell shipped a computer to an incorrect address. She also states she...
contacted Dell Financial Services (“DFS”) and set up automatic payments over the phone, but was later told automatic payments were not set up and they had to be set up online. She states this resulted in late payments being reported to the credit bureaus, which she would like removed. She states she was told on multiple occasions the late payments would in fact be removed as well. DFS records indicate Ms. [redacted] opened her DPA on June 14, 2015. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $2407.49. Please note the billing address Ms. [redacted] provided on her credit application was [redacted], but the ship to address she provided to Dell was [redacted]. On July 29, 2015 Ms. [redacted] updated her billing address to the [redacted] address, prior to placing two additional orders on August 26, 2015 to be shipped to [redacted]. On July 19, 2016 Ms. [redacted] contacted DFS and updated her billing address to the address currently on the account, [redacted]. 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. Records indicate Ms. [redacted]’s payment was received late on eleven occasions between August 2015 and July 2016, totaling $375.00 in late payment fees. Please note these fees along with subsequent delinquent reporting to the credit bureaus are valid according to the terms and conditions of the DPA, however, it appears Ms. [redacted] spoke with a Customer Service representative on August 2, 2016 and was advised her credit report would be updated to reflect her account as always current with no delinquencies. Please understand this was incorrect information, but as Ms. [redacted] was provided this information we have honored it and submitted an update to the credit reporting agencies to update her credit report to reflect her DFS tradeline as always current. Please allow 30-45 days for the update to be reflected on Ms. [redacted]’s credit report. 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 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. In regard to Ms. [redacted]’s statement she was under the impression automatic payments were set up when she spoke to Customer Service in February 2016, we regret any misunderstanding but automatic payments may be set up online, not over the phone. We found no evidence Ms. [redacted] was advised otherwise. In reference to Ms. [redacted] stating she was not made aware her account was past due, please note she was mailed several letters indicating her account was past due between August 2015 and April 2016. Additionally, Collections attempted to reach Ms. [redacted] by phone several times between August 2015 and June 2016. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear 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 reporting of her Dell Preferred Account...
(“DPA”) to the credit bureaus. Dell Financial Services (“DFS”) records reflect that Ms. [redacted]’s DPA was opened on April 25, 2006. The last payment received from Ms. [redacted], which paid the remaining account balance, was on February 2, 2007. Please note that Ms. [redacted] never contacted DFS and requested her DPA to be closed, however accounts are closed due to inactivity and purged from our system after approximately three years. In April 2010 Ms. [redacted]’s DPA was closed due to inactivity and purged. Therefore the date of last activity being reported to the credit bureaus is April 2010 when the account was closed. Records indicate that the DPA status is correctly reflected with all four credit reporting agencies. Please understand that consumer account trade-lines are typically reflected in their credit history for seven (7) years from the date of last account activity, which in this case was in April 2010. 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 Ms. [redacted] should have any questions regarding her credit report, or the length of time a particular trade-line will be reflected on her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at [redacted], Innovis at ###-###-#### or at the phone number on her credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on September 27,...
2017. In the complaint Mr. [redacted] states the following: ? He financed a laptop through DFS then tried to set up autopay but couldn’t because he didn’t have the account number, and was told by customer service that it couldn’t be provided over the phone and he’d have to wait for his first billing statement to retrieve it. ? Once he received his first statement he set up his automatic payments to be paid on the due date however he was notified that his account was past due as it appears he was billed for software prior to receiving his first billing statement, and the due date was just 2 days after he received his computer. ? He feels that his interest rate is going to increase now, he owes a late fee and there will be negative impact to his credit rating. ? He also states that the “contact us” link on the DFS website doesn’t work with Firefox, and that he has had a horrible experience with customer service including a 15 minute hold time in which the agent didn’t answer but he could hear their television in the background. ? He states he would like to return his laptop, have any late payments reported to the credit bureaus removed and have a refund of payments made. We regret any frustration Mr. [redacted] may have experienced during his contacts with DFS. I hope any future service opportunities result in nothing less than his complete satisfaction. DFS records indicate that on August 10, 2017 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $4,000.00 and a corresponding Annual Percentage Rate (APR) of 24.74%. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. At the time he opened the account Mr. [redacted] placed an order with Dell for computer equipment totaling $1,126.24, which 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 is to be received on or before September 16, 2018. Page 2 Please note that there was a delay in the shipment of Mr. [redacted]’s laptop order therefore his first billing statement, which was mailed on August 21, 2017 reflecting a balance of $63.74 consisted of only the software he purchased along with the laptop. Mr. [redacted]’s laptop was shipped on August 25, 2017. Mr. [redacted]’s September 21, 2017 billing statement reflected his laptop purchase, along with an additional purchase in the amount of $10.76, which he made on August 28, 2017. Mr. [redacted]’s August billing statement reflected a payment due date of September 16, 2017 however DFS did not receive payment by the due date and a late fee in the amount of $20 was assessed on September 17, 2017. This late fee was waived on September 25, 2017 when Mr. [redacted] spoke with customer service. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers DPA. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Records indicate that Mr. [redacted] enrolled in paperless billing on September 11, 2017. Beginning with his September billing statement his statements are no longer being mailed, rather they are available for viewing online each month. Mr. [redacted] now receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. DFS records indicate that Mr. [redacted] enrolled in automatic payments on September 11, 2017. His automatic payment schedule will begin on his next payment due date of October 16, 2017 and is scheduled to withdraw payment of the minimum amount due plus an additional $80.00. Please understand that when a customer enrolls in automatic payments or makes changes to a current automatic payment schedule they are advised that it takes a full billing cycle to take effect. Please reference the message customers are presented with when making a change to their automatic payment online. WARNING: Important Payment Information. Your next automatic payment will not take effect until your next billing statement. If you have a current minimum payment due, please make separate arrangements to make this payment. Please use the Payment Center to make a one-time payment, Automated Phone System or mail in a payment. In regard to Mr. [redacted] being advised that we could not provide his account number over the phone, please understand that in the interest of security, DFS consistently maintains policies and procedures to detect and prevent fraud. These policies and procedures comply with applicable federal and state laws and are consistent with the standards of the consumer finance industry. In accordance with these policies and procedures DFS does not provide account numbers over the phone. In regard to Mr. [redacted]’s comments about not being advised that he could not use Firefox when attempting to contact customer service online, DFS is not aware of any compatibility issues with Firefox. Please be advised that I spoke with Mr. [redacted] on October 4, 2017 and addressed all of his concerns, including the fact that there has been no negative impact to his credit rating and no increase to his interest rate. I also advised Mr. [redacted] that unfortunately DFS has no record of the phone calls he made which resulted in long hold times followed by unhelpful agents. He advised that he is satisfied now and would like to keep his laptop. Mr. [redacted] has my direct contact information, which is also found at the bottom of this letter, in case any other concerns arise. As of the date of this letter Mr. [redacted]’s DPA has a balance of $1,082.00. 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, Page 3 [redacted] Executive Services Dell Financial Services [redacted]@Dell.com P: ###-###-#### F: ###-###-####
Complaint: [redacted]
I am rejecting this response because: I felt I was being scammed about it so I respectfully declined to accept your service.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states Dell has helped him set up autopay on his Dell...
Preferred Account (“DPA”) however each month he is contacted regarding a late payment. Dell Financial Services (“DFS”) records indicate Mr. [redacted]’s DPA was set up for automatic payments until March 15, 2016, at which point he contacted customer service regarding instruction on how to make changes to his online payment. The agent provided the necessary assistance to Mr. [redacted], however, it appears he cancelled the automatic payment himself that day. Mr. [redacted] next contacted customer service in regards to his automatic payment on April 29, 2016, at which point the customer service agent assisted him in setting it up once again, and advised it would take effect next month. He was also advised the total payment due at that time was $91, which included the past due amount not received by his April 17, 2016 due date. As payment was not received by the April 17, 2016 payment due date as reflected on his March billing statement, there had been a $25 late fee assessed to Mr. [redacted]’s DPA. It was waived on May 3, 2016 as a courtesy when he contacted Collections and made the $91 payment to bring his account current. On May 23, 2016 Mr. [redacted] contacted customer service regarding the date his automatic payment was to be taken out on. Mr. [redacted] was advised his payment was set up to be withdrawn upon arrival of his statement. Mr. [redacted] then cancelled the payment that was to be withdrawn on May 24, 2016. As payment was not received by his June 17, 2016 due date a late fee in the amount of $35 was assessed to his DPA. Mr. [redacted]’s automatic payments are now set up to be withdrawn on his payment due date, which is the 17th of each month. On July 17, 2016 a payment of $88 will be withdrawn, which includes a $43 past due amount for the payment not received by his June 17th due date. Regarding the late fee charges assessed to Mr. [redacted]’s DPA please be advised 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 DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. DFS records indicate 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 as stated above, his April late fee was waived as a courtesy. We must respectfully decline to waive the late fee he incurred in June, 2016. As of the date of this letter, Mr. [redacted]’s Dell Preferred Account balance is $1331.69. Please be advised DFS has not reported any negative information to the credit agencies regarding Mr. [redacted]’s DPA. Should he have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Page 2 With regard to being contacted about late payments, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due date. Upon review of the collection call records, it has been determined all calls made to Mr. [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practices. DFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of the complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (DFS) electronically through the online Revdex.com portal on December 4, 2017. In...
the complaint Mr. [redacted] states the following: ? In December 2010 a person living under his roof opened an account without his knowledge. ? Dell has been unable to provide proof of his liability for the account and continues to harass him for payment. DFS Records indicate that a Dell Preferred Account (DPA) was opened in Mr. [redacted] name on December 16, 2010. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Please note that there was no fraud suspected at the time the account was opened. At the time the account was opened there were 2 purchases made, totaling $2,801.70. There were then 17 additional purchases made between April 2011 and December 2013, totaling $5,866.30. Please note that DFS received 47 payments towards Mr. [redacted] DPA totaling $9,095.00, the last of which being on September 11, 2015 in the amount of $367.00. Mr. [redacted] DPA was closed due to delinquency on November 14, 2014, then later charged-off when it became 180 days delinquent on April 18, 2016. The balance at the time of charge-off was $6,768.64, which is the balance remaining today. Mr. [redacted] DPA was placed with Collections in October 2015. His account was placed with [redacted] (SRA) in November 2016, then with Financial Recovery Associates (FRS) in May 2017. Please note that DFS never received any correspondence directly from Mr. [redacted] however in December 2016 he sent a letter to SRA disputing the validity of the debt, to which SRA responded with a full account history. Mr. [redacted] later called FRS in June 2017 and again requested validation of the debt. At that time Mr. [redacted] DPA was notated to stop further collection calls. The requested debt validation documents were then mailed to Mr. [redacted] on June 12, 2017. Please note that DFS first received a fraud claim from Mr. [redacted] in April 2016. A fraud case was opened but was closed as our fraud agent assigned to the case was unable to reach Mr. [redacted] to discuss his claim. DFS received a second fraud claim from Mr. [redacted] in November 2017. This case was closed after our fraud representative spoke with Mr. [redacted]
Page 2 and found that it was his daughter who placed the orders on the account. Mr. [redacted] was advised that he would need to file criminal charges against his daughter in order to proceed with the fraud claim. Mr. [redacted] declined to do so therefore his fraud claim was denied. If Mr. [redacted] would like to proceed with his fraud claim he may fax a police report naming his daughter as a suspect to [redacted] Asset Protection department at [redacted] and we will review further. We hope this letter 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
Please see the attached response and supporting document. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that he was told by his sales...
representative that his purchase was being placed on a four year contract, however after receiving a statement reflecting a $2400 balance on a $2500 purchase he called and was told he was approved for a revolving account. He also states that he has been double-charged in random months. Records indicate that on July 30, 2012, Mr. [redacted] applied and was qualified for a Dell Preferred Account (“DPA”) with a credit limit of $2500.00 and an Annual Percentage Rate (APR) of 28.99%. After applying for the DPA and upon approval, Mr. [redacted] was advised that he was approved for the DPA. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $2496.16. Please see the attached transaction history that we have included for reference which includes all purchases, fees and payments. Please note that DFS does not have record of the random double charges that Mr. [redacted] claims were assessed to his account. 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 and whether additional purchases are made, or fees assessed. Customers can reduce the account balance faster by making payments larger than the minimum amount due. Instructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statements. 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 consider the account paid in full as of August. As of the date of this letter, Mr. [redacted]’s DPA balance is $2274.47. In regard to Mr. [redacted]’s account previously entering Collections, please note that DFS received incorrect banking information at the time the account was opened which led to four returned payments until Mr. [redacted] contacted DFS and provided the correct info in January 2013. Please also note that after DFS received the correct banking information there were four payments returned due to insufficient funds. In reference to Mr. [redacted]’s contention that he just recently received the first statement ever from us, please understand that we verified that statements are being generated and mailed to him at the address provided to the Revdex.com each month. We hope this letter, along with the attached documentation 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
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
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
Complaint: [redacted]
r ([redacted]) and click on “retrieve my quote.” You should then be able to review the details of your system’s configuration and proceed to “checkout.” Choose your preferred method of payment (after making sure that you have the right “ship to” address) whether Dell Preferred Account or Credit card. Type in the information needed, verify and submit order. Once you have submitted your order, you will receive an email confirmation together with your Dell Purchase ID and please expect another email within the next 24 -48 hours with your order number.
I am rejecting this response because:All correspondence with Dell was done on the telephone with a customer service representative contrary to what Dell has stated. On multiple occasions prior to this purchase, I spent up to 2 hours on the telephone being transferred from representative to representative obtaining information on this purchase. Prior to making this purchase, another computer was purchased with the telephone assistance of a representative. That order was cancelled, again with the assistance of a telephone representative before this computer was ordered. All correspondence was done with Dell via the telephone. At no point during any of these multiple calls was I informed of a promotional deal. After many years of doing business with Dell, I am highly disappointed that they blatantly lied to cover up the incompetence of their employees and their failure to inform me of a "promotional deal" prior to my purchase. Attached is an email I received after one of my conversations with a Dell representative. This person put a quote together and emailed it to me.Thanks again for choosing Dell. Martin Laurence's NotesAs soon as you’re ready to place the order, you can go to www[redacted]. From there, click on “proceed to checkout,” type your quote number ([redacted]) and c
[redacted]@[redacted].net 03/25/15 at 4:12 PMTo[redacted]@YAHOO.COMMessage body3/25/2015Dear Valued Customer, Thank you for contacting us about your account. We are pleased to inform you that we were able to resolve the issue on your Dell Preferred Account. Your credit with Credit Order Number: [redacted] was completed on 03-18-15. $901.30 credit will reflect on your billing statement. We appreciate your business. Log in to your DFS Account Profile at www.dellfinancialservices.com for 24/7 access to your account. DFS Customer Service Representatives are available Monday through Friday, 7 a.m. to 8 p.m. CT via email or phone at ###-###-####.Sincerely, [redacted]Care Specialist Dell Financial Service
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. The complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on...
March 14, 2017. In the complaint Mr. [redacted] states the following: ? He received a phone call from Collections on March 9th regarding an amount owed on a purchase he states he made in 2014 or 2015. ? He was under the impression his Dell Preferred Account (“DPA”) was paid off. ? Upon calling DFS to address the issue he states his call was disconnected after he asked to speak to a supervisor. ? He would like a payment plan to pay the original balance and would like his account removed from Collections. DFS records indicate that on March 14, 2010 Mr. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $1,000.00 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, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. On March 15, 2010 Mr. [redacted] placed an order with Dell for computer equipment totaling $1,272.90, $999.90 of which was placed on his DPA. On April 4, 2010, after his initial purchase was returned, a full credit was processed. Then on April 5, 2010 Mr. [redacted] placed an order totaling $1,668.18, $999.95 of which was placed on his DPA. On May 4, 2010 a partial credit for this order in the amount of $163.31 posted to Mr. [redacted]’s DPA. On November 2, 2010 Mr. [redacted] made an additional purchase totaling $141.53, which was then returned for a full credit on November 26, 2010. A final purchase was made on January 19, 2015, totaling $269.49. The last payment received from Mr. [redacted] was on October 26, 2011, in the amount of $19.93. This payment paid Mr. [redacted]’s DPA in full at that time. Please note that DFS did not receive payment after the January 2015 purchase. As a result of non-payment eight late fees in total, amounting to $269 were assessed to Mr. [redacted]’s DPA. Please reference the section in the credit agreement 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. Mr. [redacted]’s DPA was placed in Collections when it became delinquent on March 13, 2015. His account was closed due to delinquency on June 12, 2015, then charged-off when it became 180 days delinquent on September 14, 2015. The balance at the time of charge off was $568.17 due to accrued late fees and interest. A Collections letter was mailed to Mr. [redacted] on March 29, 2015 and Collection calls started being made to him on August 5, 2015. There is only record of one contact with Mr. [redacted]. We have reviewed this call recording and did not observe any unprofessional behavior, including disconnecting the phone call intentionally. Please note that the address DFS has on file for Mr. [redacted] matches the address he provided to your office. Billing statements were mailed to this address monthly while there was a DPA balance until the charge-off date of his DPA. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account, therefore we must respectfully decline to reduce the balance to the original amount or to remove the account from Collections. DFS is reporting Mr. [redacted]’s DPA to the credit bureaus accurately as charged off with a $568.17 balance. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We ask Mr. [redacted] to please contact Collections at ###-###-#### in order to discuss his account or to make payment arrangements. We hope this letter helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:"This 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 December 20, 2017." was never disclosed to me any time I contacted your servicing department or else I could have paid off this balance with no problems and I never elected to have paperless statements if fact most of my calls that are supposed to be recorded it was about your web site being down or not function correctly so by you not disclosing accurate information and withholding this deferred 12 months interest I don't see how I can or should be my issue and your agent in the client service group agreed with me and her max was 50.00 all she could do if I was wrong why the adjustment ? that was no courtesy.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Even as they state. [redacted] was responsible. That is fine! [redacted] closed the business on August 25th 2016!! This phone number belongs to a different business and wishes not to be contacted!!!!!
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up from [redacted], originally addressed to the Revdex.com. Please note that on November 12, 2015 Mr. [redacted] contacted Dell Financial Services (“DFS”) and requested to have Mrs. [redacted] added to his Dell Preferred Account (“DPA”) as an authorized designee. We appreciate Mr. and Mrs. [redacted] complying with our Privacy Policy and taking the appropriate actions to have Mrs. [redacted] added to the DPA as an account designee. Please be advised that Mr. and Mrs. [redacted]’s August 2014 purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before September 15, 2015. The promotional balance as listed on the August billing statement was $787.56. DFS received payment in the amount of $787.56 on September 18, 2015. This payment would have been sufficient in paying the remaining promotional balance and avoiding deferred interest charges, along with a late fee had it been received by the promotional expiration date. Because the payment was received three days after the payment due date there was a deferred interest charge in the amount of $315.63, along with a late fee charge in the amount of $24.00 assessed to the DPA. 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. and Mrs. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 25.99% (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 Page 2 be imposed from purchase date at your standard rate of 25.99% (variable). Payments are applied to your total minimum payment due. In regards to the late fee that was assessed, please understand that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please understand that all fees assessed to the DPA have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account. Please note that Mr. [redacted] contacted DFS regarding the deferred interest charges on October 05, 2015 and was provided a $50.00 courtesy waiver. In the interest of customer satisfaction we have now waived the remaining $265.63 in deferred interest charges that were assessed to the DPA on September 20, 2015 in the interest of customer satisfaction. Additionally we have waived the $85.23 in late fee charges and interest that were assessed since September 15, 2015. As of the date of this letter the DPA balance is $0.00. For the concerns that Mrs. [redacted] references in her complaint regarding defective products, we ask that she contact Dell customer care at 800-624-9897 in order to have those addressed. 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, along with customer service hours of operation have caused him to incur two late payment fees to his Dell Preferred Account (“DPA”). DFS records indicate Mr. [redacted]’s online profile was locked on July 5, 2016 when he failed to answer the security questions set up on his profile correctly. Records indicate Mr. [redacted] called DFS and unlocked his profile on July 6, 2016. Please note Mr. [redacted] has had continuous access to his online profile, with the ability to make an online payment since this time, as that was the last and only instance in which he was locked out of his online profile with DFS. Furthermore there is no record of our online payment system being offline as Mr. [redacted] states, or of any technical difficulties which would affect its ability to receive a payment. In regard to Mr. [redacted]’s comments about not being able to reach customer service within the hours of operation, please understand Customer Service agents are available from 8AM- 8PM M-F CST. Furthermore Mr. [redacted] had the option to contact our customer service team via email at www.dell.com/dfs. In regard to making a payment, Mr. [redacted] could have at any time made a payment through our automated telephone system without speaking to a representative. He could’ve mailed a payment to our payment processing center as well. These payment options, along with the online payment option are listed on the back of Mr. [redacted]’s monthly billing statement. Please note DFS did not receive payment after Mr. [redacted]’s July purchase in the amount of $115.17 until October 10, 2016. At that time Mr. [redacted] made a payment in the amount of $158.18, which was the new balance due to late fees and interest. 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. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in an effort to ensure customer satisfaction, a late fee in the amount of $20.00 was waived when he spoke with customer service on September 26, 2016. We must respectfully decline to waive the other late fee, assessed on October 4, 2016. As of October 10, 2016, Mr. [redacted]’s account balance has been $0. Please note DFS does not report an account negatively to the credit agencies until it falls 60 days delinquent. As Mr. [redacted]’s account never reached 60 days in delinquency we are not reporting any delinquent notations. We are accurately reporting Mr. [redacted]’s account to the credit bureaus as paid in full and current. While DFS reports to the credit agencies, the credit report is the sole Page 2 property of the agency generating the report. Currently DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
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 Dell Preferred Account (“DPA”) was placed on hold,...
and although he was told he would be contacted by someone in the verification department he has not yet received a call, more than 10 days later. On October 2, 2016, Mr. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $2500 and a corresponding variable Annual Percentage Rate (APR) of 29.99%. On October 15, 2016 Mr. [redacted] placed an order with a Dell sales representative which was referred to our Fraud department for further verification. Dell Financial Services (“DFS”) maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. DFS records indicate that Mr. [redacted]’s order was referred to our Fraud department through our normal review process. Once an order is referred to our Fraud department for further verification we must speak to the account holder by phone. Records indicate that Mr. [redacted] spoke to our verification department on eight different occasions between October 16, 2016 and October 25, 2016. Please understand that due to the information provided by Mr. [redacted] not coinciding with the information required by the verification representative during the initial contact, the verification process could not be completed, and a letter was mailed to Mr. [redacted]. Mr. [redacted] has been advised that he would need to contact verification once again once he receives this letter, at the phone number on the letter, as the letter will contain information that will assist in verifying his identity and completing the process. Once he completes the verification process he may contact Dell sales and replace the order. We must respectfully decline to remove the credit inquiry from Mr. [redacted]’s credit report as he provided authorization for the inquiry at the time his application for credit was submitted. Please note while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at [redacted]-[redacted], Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter helps explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Dear Revdex.com,
I am writing on behalf of Dell Inc. in response to the rebuttal filed with your office by the customer. The customer’s issue with obtaining a credit line is with Dell Financial Services, a separate entity from Dell computer. Dell Financial will be providing the customer with a letter of notice. Mr. [redacted] will need to contact Dell Financial for any further information.
As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter.
Sincerely,
Advanced Resolution Group
FID # [redacted] Dell.
Complaint: [redacted]
I am rejecting this response because: Starting with Exhibit A (attached PDF) dated March 10, 2015 The correct billing and shipping address is listed on the Dell Document of [redacted]I have attached 10 Dell related documents that list PA as the billing and/or the shipping address. In addition, DFS illegally and inappropriately may have violated potential Federal Privacy Act Laws, takes it upon themselves to go into my credit bureau report, on March 23rd as stated in the 5th Paragraph of the letter; DFS received returned mail therefore updated Mr. [redacted]’s address to [redacted] on March 23, 2015, which was the current address listed on Mr. [redacted]’s credit report at that time. Credit Bureau reports often inaccurate and inconsistent information, and instead of checking with authorized and verified USPS information, which was forwarded from ** to the ** address Feb 23rd, 2015...Dell would have had the correct address to mail the bill(s).As evidenced in Exhibit A (Mar 10, '15) and furthermore in Exhibit's A1 (Mar 11, '15), D (May 18, '15), E (May 22, '15), F (Jun 6, '15), G (Jun 16, '15), H (Jun 18, '15), I (Jul 22, '15) all in writing and in several live chat conversations with live-agents of Dell who verify billing address, have failed to change my correct address ???If it wasn't for my auto bill pay through [redacted] for the same amount of $103/mo, I would not paid the correct amount, or Dell Collections would have found me at my ** address through collections efforts and would have promptly sent a certified mail to my PA address, had I failed to pay on time. To this date, Dell has continued to fail to properply address a matter of concern that potentially violates U.S. Privacy Laws, FTC violations and/or FCRA Privacy Violations in taking it upon themselves to change an unknown and potentially incorrect address on a credit report 23 days after my initial credit application was approved, and uses a completely different address to mail my bill, when I have never used such an address in ** and was not aware there was even a ** address appearing on my credit report, since no such report was shared with this customer.I respectfully request that all bills be resent to my new and current address [redacted] and all interest accrued and paid in 2015 and 2016 rightfully refunded due to the systematic disregard and gross negligence on the part of Dell that has caused intentional infliction of financial harm and unlawful gain on the part of Dell.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that she paid the remaining Dell Preferred Account (“DPA”)...
balance however she received a billing statement reflecting a late charge as well as a $315.63 interest charge. Please note that per our Privacy Policy, account information is restricted to the account holder and authorized designee(s). Ms. [redacted] is not an authorized designee on the DPA in question therefore we will not be able to provide her with any account information. If she would like to be added to the account as a designee she will need to have the account holder contact customer service at (800) 283-2210. Alternatively, the account holder may fax a signed letter to (512) 283-2664, requesting to add Ms. [redacted] to the DPA as an authorized designee. Please allow 3-5 business days for processing. Account Holder Name Address and Phone Number on account Last 4 of SSN Designee Name Account Holder Signature We hope this letter explains our position in this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. 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 Dell shipped a computer to an incorrect address. She also states she...
contacted Dell Financial Services (“DFS”) and set up automatic payments over the phone, but was later told automatic payments were not set up and they had to be set up online. She states this resulted in late payments being reported to the credit bureaus, which she would like removed. She states she was told on multiple occasions the late payments would in fact be removed as well. DFS records indicate Ms. [redacted] opened her DPA on June 14, 2015. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $2407.49. Please note the billing address Ms. [redacted] provided on her credit application was [redacted], but the ship to address she provided to Dell was [redacted]. On July 29, 2015 Ms. [redacted] updated her billing address to the [redacted] address, prior to placing two additional orders on August 26, 2015 to be shipped to [redacted]. On July 19, 2016 Ms. [redacted] contacted DFS and updated her billing address to the address currently on the account, [redacted]. 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. Records indicate Ms. [redacted]’s payment was received late on eleven occasions between August 2015 and July 2016, totaling $375.00 in late payment fees. Please note these fees along with subsequent delinquent reporting to the credit bureaus are valid according to the terms and conditions of the DPA, however, it appears Ms. [redacted] spoke with a Customer Service representative on August 2, 2016 and was advised her credit report would be updated to reflect her account as always current with no delinquencies. Please understand this was incorrect information, but as Ms. [redacted] was provided this information we have honored it and submitted an update to the credit reporting agencies to update her credit report to reflect her DFS tradeline as always current. Please allow 30-45 days for the update to be reflected on Ms. [redacted]’s credit report. 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 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. In regard to Ms. [redacted]’s statement she was under the impression automatic payments were set up when she spoke to Customer Service in February 2016, we regret any misunderstanding but automatic payments may be set up online, not over the phone. We found no evidence Ms. [redacted] was advised otherwise. In reference to Ms. [redacted] stating she was not made aware her account was past due, please note she was mailed several letters indicating her account was past due between August 2015 and April 2016. Additionally, Collections attempted to reach Ms. [redacted] by phone several times between August 2015 and June 2016. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.
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 the reporting of her Dell Preferred Account...
(“DPA”) to the credit bureaus. Dell Financial Services (“DFS”) records reflect that Ms. [redacted]’s DPA was opened on April 25, 2006. The last payment received from Ms. [redacted], which paid the remaining account balance, was on February 2, 2007. Please note that Ms. [redacted] never contacted DFS and requested her DPA to be closed, however accounts are closed due to inactivity and purged from our system after approximately three years. In April 2010 Ms. [redacted]’s DPA was closed due to inactivity and purged. Therefore the date of last activity being reported to the credit bureaus is April 2010 when the account was closed. Records indicate that the DPA status is correctly reflected with all four credit reporting agencies. Please understand that consumer account trade-lines are typically reflected in their credit history for seven (7) years from the date of last account activity, which in this case was in April 2010. 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 Ms. [redacted] should have any questions regarding her credit report, or the length of time a particular trade-line will be reflected on her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at [redacted], Innovis at ###-###-#### or at the phone number on her credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on September 27,...
2017. In the complaint Mr. [redacted] states the following: ? He financed a laptop through DFS then tried to set up autopay but couldn’t because he didn’t have the account number, and was told by customer service that it couldn’t be provided over the phone and he’d have to wait for his first billing statement to retrieve it. ? Once he received his first statement he set up his automatic payments to be paid on the due date however he was notified that his account was past due as it appears he was billed for software prior to receiving his first billing statement, and the due date was just 2 days after he received his computer. ? He feels that his interest rate is going to increase now, he owes a late fee and there will be negative impact to his credit rating. ? He also states that the “contact us” link on the DFS website doesn’t work with Firefox, and that he has had a horrible experience with customer service including a 15 minute hold time in which the agent didn’t answer but he could hear their television in the background. ? He states he would like to return his laptop, have any late payments reported to the credit bureaus removed and have a refund of payments made. We regret any frustration Mr. [redacted] may have experienced during his contacts with DFS. I hope any future service opportunities result in nothing less than his complete satisfaction. DFS records indicate that on August 10, 2017 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $4,000.00 and a corresponding Annual Percentage Rate (APR) of 24.74%. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. At the time he opened the account Mr. [redacted] placed an order with Dell for computer equipment totaling $1,126.24, which 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 is to be received on or before September 16, 2018. Page 2 Please note that there was a delay in the shipment of Mr. [redacted]’s laptop order therefore his first billing statement, which was mailed on August 21, 2017 reflecting a balance of $63.74 consisted of only the software he purchased along with the laptop. Mr. [redacted]’s laptop was shipped on August 25, 2017. Mr. [redacted]’s September 21, 2017 billing statement reflected his laptop purchase, along with an additional purchase in the amount of $10.76, which he made on August 28, 2017. Mr. [redacted]’s August billing statement reflected a payment due date of September 16, 2017 however DFS did not receive payment by the due date and a late fee in the amount of $20 was assessed on September 17, 2017. This late fee was waived on September 25, 2017 when Mr. [redacted] spoke with customer service. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers DPA. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Records indicate that Mr. [redacted] enrolled in paperless billing on September 11, 2017. Beginning with his September billing statement his statements are no longer being mailed, rather they are available for viewing online each month. Mr. [redacted] now receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. DFS records indicate that Mr. [redacted] enrolled in automatic payments on September 11, 2017. His automatic payment schedule will begin on his next payment due date of October 16, 2017 and is scheduled to withdraw payment of the minimum amount due plus an additional $80.00. Please understand that when a customer enrolls in automatic payments or makes changes to a current automatic payment schedule they are advised that it takes a full billing cycle to take effect. Please reference the message customers are presented with when making a change to their automatic payment online. WARNING: Important Payment Information. Your next automatic payment will not take effect until your next billing statement. If you have a current minimum payment due, please make separate arrangements to make this payment. Please use the Payment Center to make a one-time payment, Automated Phone System or mail in a payment. In regard to Mr. [redacted] being advised that we could not provide his account number over the phone, please understand that in the interest of security, DFS consistently maintains policies and procedures to detect and prevent fraud. These policies and procedures comply with applicable federal and state laws and are consistent with the standards of the consumer finance industry. In accordance with these policies and procedures DFS does not provide account numbers over the phone. In regard to Mr. [redacted]’s comments about not being advised that he could not use Firefox when attempting to contact customer service online, DFS is not aware of any compatibility issues with Firefox. Please be advised that I spoke with Mr. [redacted] on October 4, 2017 and addressed all of his concerns, including the fact that there has been no negative impact to his credit rating and no increase to his interest rate. I also advised Mr. [redacted] that unfortunately DFS has no record of the phone calls he made which resulted in long hold times followed by unhelpful agents. He advised that he is satisfied now and would like to keep his laptop. Mr. [redacted] has my direct contact information, which is also found at the bottom of this letter, in case any other concerns arise. As of the date of this letter Mr. [redacted]’s DPA has a balance of $1,082.00. 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, Page 3 [redacted] Executive Services Dell Financial Services [redacted]@Dell.com P: ###-###-#### F: ###-###-####
Complaint: [redacted]
I am rejecting this response because: I felt I was being scammed about it so I respectfully declined to accept your service.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states Dell has helped him set up autopay on his Dell...
Preferred Account (“DPA”) however each month he is contacted regarding a late payment. Dell Financial Services (“DFS”) records indicate Mr. [redacted]’s DPA was set up for automatic payments until March 15, 2016, at which point he contacted customer service regarding instruction on how to make changes to his online payment. The agent provided the necessary assistance to Mr. [redacted], however, it appears he cancelled the automatic payment himself that day. Mr. [redacted] next contacted customer service in regards to his automatic payment on April 29, 2016, at which point the customer service agent assisted him in setting it up once again, and advised it would take effect next month. He was also advised the total payment due at that time was $91, which included the past due amount not received by his April 17, 2016 due date. As payment was not received by the April 17, 2016 payment due date as reflected on his March billing statement, there had been a $25 late fee assessed to Mr. [redacted]’s DPA. It was waived on May 3, 2016 as a courtesy when he contacted Collections and made the $91 payment to bring his account current. On May 23, 2016 Mr. [redacted] contacted customer service regarding the date his automatic payment was to be taken out on. Mr. [redacted] was advised his payment was set up to be withdrawn upon arrival of his statement. Mr. [redacted] then cancelled the payment that was to be withdrawn on May 24, 2016. As payment was not received by his June 17, 2016 due date a late fee in the amount of $35 was assessed to his DPA. Mr. [redacted]’s automatic payments are now set up to be withdrawn on his payment due date, which is the 17th of each month. On July 17, 2016 a payment of $88 will be withdrawn, which includes a $43 past due amount for the payment not received by his June 17th due date. Regarding the late fee charges assessed to Mr. [redacted]’s DPA please be advised 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 DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. DFS records indicate 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 as stated above, his April late fee was waived as a courtesy. We must respectfully decline to waive the late fee he incurred in June, 2016. As of the date of this letter, Mr. [redacted]’s Dell Preferred Account balance is $1331.69. Please be advised DFS has not reported any negative information to the credit agencies regarding Mr. [redacted]’s DPA. Should he have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Page 2 With regard to being contacted about late payments, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due date. Upon review of the collection call records, it has been determined all calls made to Mr. [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practices. DFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of the complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (DFS) electronically through the online Revdex.com portal on December 4, 2017. In...
the complaint Mr. [redacted] states the following: ? In December 2010 a person living under his roof opened an account without his knowledge. ? Dell has been unable to provide proof of his liability for the account and continues to harass him for payment. DFS Records indicate that a Dell Preferred Account (DPA) was opened in Mr. [redacted] name on December 16, 2010. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Please note that there was no fraud suspected at the time the account was opened. At the time the account was opened there were 2 purchases made, totaling $2,801.70. There were then 17 additional purchases made between April 2011 and December 2013, totaling $5,866.30. Please note that DFS received 47 payments towards Mr. [redacted] DPA totaling $9,095.00, the last of which being on September 11, 2015 in the amount of $367.00. Mr. [redacted] DPA was closed due to delinquency on November 14, 2014, then later charged-off when it became 180 days delinquent on April 18, 2016. The balance at the time of charge-off was $6,768.64, which is the balance remaining today. Mr. [redacted] DPA was placed with Collections in October 2015. His account was placed with [redacted] (SRA) in November 2016, then with Financial Recovery Associates (FRS) in May 2017. Please note that DFS never received any correspondence directly from Mr. [redacted] however in December 2016 he sent a letter to SRA disputing the validity of the debt, to which SRA responded with a full account history. Mr. [redacted] later called FRS in June 2017 and again requested validation of the debt. At that time Mr. [redacted] DPA was notated to stop further collection calls. The requested debt validation documents were then mailed to Mr. [redacted] on June 12, 2017. Please note that DFS first received a fraud claim from Mr. [redacted] in April 2016. A fraud case was opened but was closed as our fraud agent assigned to the case was unable to reach Mr. [redacted] to discuss his claim. DFS received a second fraud claim from Mr. [redacted] in November 2017. This case was closed after our fraud representative spoke with Mr. [redacted]
Page 2 and found that it was his daughter who placed the orders on the account. Mr. [redacted] was advised that he would need to file criminal charges against his daughter in order to proceed with the fraud claim. Mr. [redacted] declined to do so therefore his fraud claim was denied. If Mr. [redacted] would like to proceed with his fraud claim he may fax a police report naming his daughter as a suspect to [redacted] Asset Protection department at [redacted] and we will review further. We hope this letter 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
Please see the attached response and supporting document. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that he was told by his sales...
representative that his purchase was being placed on a four year contract, however after receiving a statement reflecting a $2400 balance on a $2500 purchase he called and was told he was approved for a revolving account. He also states that he has been double-charged in random months. Records indicate that on July 30, 2012, Mr. [redacted] applied and was qualified for a Dell Preferred Account (“DPA”) with a credit limit of $2500.00 and an Annual Percentage Rate (APR) of 28.99%. After applying for the DPA and upon approval, Mr. [redacted] was advised that he was approved for the DPA. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $2496.16. Please see the attached transaction history that we have included for reference which includes all purchases, fees and payments. Please note that DFS does not have record of the random double charges that Mr. [redacted] claims were assessed to his account. 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 and whether additional purchases are made, or fees assessed. Customers can reduce the account balance faster by making payments larger than the minimum amount due. Instructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statements. 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 consider the account paid in full as of August. As of the date of this letter, Mr. [redacted]’s DPA balance is $2274.47. In regard to Mr. [redacted]’s account previously entering Collections, please note that DFS received incorrect banking information at the time the account was opened which led to four returned payments until Mr. [redacted] contacted DFS and provided the correct info in January 2013. Please also note that after DFS received the correct banking information there were four payments returned due to insufficient funds. In reference to Mr. [redacted]’s contention that he just recently received the first statement ever from us, please understand that we verified that statements are being generated and mailed to him at the address provided to the Revdex.com each month. We hope this letter, along with the attached documentation 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