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 April 11,...
2017. In the complaint Ms. [redacted] states the following: ? An unauthorized charge for Microsoft Office in the amount of $69 posted to her Dell Preferred Account (“DPA”). ? She called customer service and was told the charge was canceled however she was only credited $64, resulting in her receiving a billing statement for $7.60 (the difference of $5.60 plus a $2 late fee charge). ? She called 4 times to have this resolved and was given the run around. She was denied a supervisor upon request. ? She made the payment to satisfy the account balance but would like it refunded to her. Please understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. We strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in Ms. [redacted]’s complete satisfaction. DFS records indicate that on February 3, 2012 Ms. [redacted] applied online and was approved for a DPA with a credit limit of $3,000.00 and a corresponding Annual Percentage Rate (APR) of 27.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. Ms. [redacted] placed 5 orders between the time the account was opened and November 2015 totaling $1,674.42. Then on December 14, 2016 a Microsoft Office automatic renewal charge posted to her DPA in the amount of $69.99. Please note that this recurring charge was previously agreed to by Ms. [redacted] at the time of her November 2015 purchase. On January 12, 2017 though Ms. [redacted] called DFS to cancel the charge and the charge was canceled at that time. A credit for this charge posted to Ms. [redacted]’s DPA on January 16, 2017 however it was for $64.39 rather than $69.99. Please be advised that we have now credited an amount of $7.60 for the amount the credit was short and the $2 late fee charge. We have issued a refund check for this amount as well which will be mailed to Ms. [redacted] in 7-10 business days. Page 2 In regard to Ms. [redacted]’s comment that she asked for a supervisor during one of her calls, our records indicate she did ask for a supervisor on March 8, 2017 and was advised that a case was open regarding her concern and she will receive a call back. We apologize for the length of time it took to resolve this issue. We regret any inconvenience this matter may have caused to Ms. [redacted] and we hope this letter helps to explain and resolve it. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: Dell wants to only talk to my husband, the qualified buyer. We will complete the paperwork to allow me to speak on his behalf. I am hoping that I am not too late and that this file is still open. We wish to continue this complaint.
Regards,
[redacted] From: [redacted] Sent: Thursday, November 12, 2015 8:22 PM [redacted] [redacted]
My husband called Dell today and added me as a authorized designee. All should be set up correctly. Thank you. [redacted]
Complaint: [redacted]
I am rejecting this response because:ALL IS INCORRECT I WILL EXPLAIN THIS THE BEST I CAN.I already have a dell account for over 10 years have purchased over $6000 in products from dell. I logged into that account to purchase that computer with my available credit limit. After placing the order it showed February delivery date. I IMMEDIATELY called Dell Customer Service to cancel the order because I wanted this for Christmas. The customer service rep who was hard to understand said she would cancel the order (Which she never did). It took over 3 months for them to just remove that 1st order from the account balance. She said she would rewrite the order and GUARANTEE DELIVERY BY CHRISTMAS. Otherwise I would have cancelled and purchased locally. Unbeknowst to me she created a new account and put the compter transaction on that account. I was NOT aware there was a second account created. This was all done over the phone. I was not aware that I was agreeing to a new account. Why would I create another account when I have a $6000 credit line already with a balance of $1800 that I am currently paying on? That makes no sense. To me this is someone in sales trying to make commission. I work as a sales manager and that is what this seems like to me. Had I known she was creating this 2nd account I would have refused PERIOD!Dell has been completely negliant in this entire process. I have spent countless hours on the phone with them. They never ever tried to resolve this issue. I begged them to freeze or hold my account till this was resolve they refused. I asked them to move the fraudulent account balance to my original account they refused AGAIN.Now my balance is double what the computer retail was it is over $900!!!!! I have been a long time dell customer. I will never ever do business with them again after this. I would like them to take ownership of this. And I would like an apology for refusing to work this out with me. I have spent over 40 hours on the phone the last 11 months with managers, customer service reps, fraud reps. No one.... Not one single person offered or tried to go the extra mile to help me. At this point I am close to getting legal counsil. I am also opening a case with the [redacted] Consumer Protection. I have been in sales and customer service my whole working career and I have never seen such lack of interest or reason. This has EASILY been the worst retail experience of my life. I am trying to buy a home next year and they have thouroughly destroyed my credit that I have worked so hard to build. Unacceptable.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the outstanding balance of his Dell...
Preferred Account (“DPA”). Dell Financial Services (“DFS”) records reflect that Mr. [redacted] opened his Dell Preferred Account on August 3, 2011. Mr. [redacted] applied and was qualified for a Dell Preferred Account with a credit limit of $1500.00 and an APR of 29.99% at the time of credit approval. After applying for the Dell Preferred account and upon approval, Mr. [redacted] was advised that he was approved for the Dell Preferred Account. 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. Mr. [redacted]’ DPA had a zero balance on December 17, 2014 when he placed his most recent order with Dell for computer equipment totaling $565.92. His first billing statement reflecting this purchase was generated on January 8, 2015, and had a payment due date of February 3, 2015. DFS did not receive payment from Mr. [redacted] until April 20, 2015 when he made a payment in the amount of $565.92. Records reflect that his total balance at that time, due to late payment fees assessed in February, March and April, was $655.92. Please note that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Mr. [redacted] would need to reference the section of his credit agreement 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. In regard to Mr. [redacted]’ comment that he has only received two pieces of communication in the past seven months, please understand that he had signed up for paperless billing statements on September 30, 2011. From that point his billing statements were no longer mailed, rather they were available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Please note that the email address on file matches the one provided to the Revdex.com. DFS received no indication that Mr. [redacted] was not receiving this notification. All fees assessed to Mr. [redacted]’ account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive all late fees over $55.00. However in the interest of customer satisfaction we have waived the recent late fee that was assessed on July 4, 2015 in the amount of $35.00. This reduced Mr. [redacted]’ balance from $145.00 back down to $110.00. We have also closed Mr. [redacted]’ DPA per his request. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Page 2 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the status of his Dell Preferred Account (“DPA”)...
as reflected on his credit report. We regret any frustration Mr. [redacted] may have experienced while attempting to resolve this issue. Dell Financial Services (“DFS”) records indicate that Mr. [redacted] paid his remaining DPA balance on December 27, 2012. Mr. [redacted]’s DPA was current with a zero balance when in March 2015 due to an error his DPA was reported to the credit bureaus as paid in full and closed. Mr. [redacted] called DFS regarding the closure status as listed on his credit report on May 27, 2015 and a credit update was submitted. As part of the investigation into the credit update the agent noticed that Mr. [redacted] had filed bankruptcy previously. Since the account was open at the time of the 2006 bankruptcy filing the account was coded as included in bankruptcy on June 01, 2015. However upon further review DFS removed the bankruptcy coding and reported Mr. [redacted]’s DPA to the credit bureaus as paid in full and current due to the fact that we appear to be outside of the statute of limitations on a bankruptcy filing. A DFS representative reached out to Mr. [redacted] on September 10, 2015 and advised him that his account is now open and will be reported to the credit bureaus as such. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on 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 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 in regard to the late fee charges assessed to her Dell...
Financial Services (“DFS”) account. DFS records indicate that Ms. [redacted] opened a Dell Business Credit (“DBC”) account in the name of her business, [redacted]. on August 5, 2012. Ms. [redacted] applied and was qualified for a DBC with a credit limit of $2500 and an APR of 27.99%. After applying for the DBC and upon approval, Ms. [redacted] was advised that she was approved for the DBC. She was then disclosed the credit limit and APR for which she qualified. Additionally, Ms. [redacted] was mailed her “Welcome Packet”, which included the terms and conditions of her DBC including the Annual Percentage Rate, within 48 hours of the credit approval. At the time the account was opened a purchase with Dell for computer equipment totaling $331.53 was made. After reviewing Ms. [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late, or was not received in its entirety on twenty-four occasions, totaling $836 in late fee charges. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Business Credit account. Please understand that the amounts of late fee charges are dependent on the account balance, not the minimum payment and may range up to $39. Please note the Dell Business Credit account is an open-ended account. 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. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Ms. [redacted] may reference the back of her monthly billing statement for an explanation of the finance charges are assessed to her DBC on a monthly basis. All fees assessed to Ms. [redacted]’s DBC account have been assessed in accordance with the agreed upon terms and conditions of the account. In October 2014 she contacted customer service and received a waiver of three of the late fees that were assessed to her DBC, totaling $117. Then in October 2015 she received another waiver in the amount of $39. Although we do empathize with her situation, we must respectfully decline to waive the current charges on her DBC. As of the date of this letter Ms. [redacted]’s DBC balance is $813.81. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter 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 follow-up 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 May 9, 2017. In the complaint Mr. [redacted] states the following: ? He was told his late fee was credited and feels that he should only have $20 due currently, not $40. Please understand that when a late fee is waived as a courtesy for a customer, the minimum monthly payment is still required and the waiver amount does not affect this. Mr. [redacted]’s March late fee was waived and is reflected on his April billing statement. As previously discussed, the late fee charge reflecting on his April billing statement is a result of payment not being received by the March 19, 2017 payment due date. As a result, there is now a past due amount of $20 on his DPA. Please reference the terms and conditions regarding minimum payments. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Again, 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 (DPA). As of the date of this letter Mr. [redacted]’s DPA balance is $538.09. In order to avoid further late fees Mr. [redacted] will need to make a payment of at least $40 by his May 19, 2017 payment due date. This will be $20 for the current amount due and $20 for the past due amount. We hope this letter explains and resolves this matter with finality. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 28,...
2017. In the complaint Ms. [redacted] states the following: ? She mailed her payment on March 15, 2017, which was due on March 17, 2017 and was told it wasn’t received until March 19, 2017 which resulted in a $20 late fee charge. ? These “questionable” fees have been charged to her Dell Preferred Account (“DPA”) in the past and DFS is padding their costs. ? She called DFS regarding an issue with her laptop battery and was told that as it had been more than 60 days she was stuck with it. She asked for a supervisor but was told the supervisor was busy with another caller. She feels that due to the claimed battery issue she had the right to not pay the remaining amount owed to her DPA. DFS records indicate that on June 27, 2004 Ms. [redacted] applied online and was approved for a DPA with a credit limit of $5,000.00 and a corresponding Annual Percentage Rate (APR) of 13.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of account opening Ms. [redacted] placed an order with Dell for computer equipment totaling $2,039.77. Between April 2005 and December 2016 Ms. [redacted] made 10 additional purchases totaling $2,911.33, including her December 2016 purchase in the amount of $280.98. Over the life of the account Ms. [redacted]’s DPA has been assessed a late payment fee on 6 occasions, totaling $138.00 in late fee charges. Ms. [redacted] has contacted DFS regarding late payment fees on 2 occasions, in February 2014 and again on March 27, 2017, and on both occasions the late fee she was calling regarding was waived as a courtesy. Records indicate that Ms. [redacted] did request a supervisor during her March 27, 2017 phone call with customer service however she was not denied to speak to one. The agent agreed to waive the late fee which seemed to satisfy her and resolve the issue. Please note that when customers are 1 day late DFS will charge a late fee charge to the customer’s 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. Page 2 Regarding the March late fee Ms. [redacted] references, please understand that the payment due date as listed on her February 22, 2017 billing statement was March 17, 2017. DFS received Ms. [redacted]’s payment on March 19, 2017 and posted it that day however the late fee had already been assessed as this payment was 2 days late. Please note that the DFS payment processing center receives mail seven days a week. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account. However, as previously stated, her March 2017 late fee in the amount of $20.00 was waived as a courtesy. This waiver, along with Ms. [redacted]’s $227.04 payment resulted in a $0 balance. The $0 balance will be reflected on her April 22, 2017 billing statement. Please note that the back of the DPA billing statement states that a customer may have the right to not pay the remaining amount due on the purchase if they are dissatisfied and have attempted to correct the problem with the merchant. In order to exercise this right the customer would need to contact us in writing and the purchase must not yet be paid in full. We have no record of Ms. [redacted] contacting us in writing in order to exercise this right. Ms. [redacted] called DFS customer service on March 15, 2017 stating that she wanted to return her laptop because she did not like the style and she was advised it was past the return policy period and a return would not be authorized. Ms. [redacted] may contact Dell customer service if she would like to address her concerns with the laptop battery. Dell customer service may be reached at ###-###-####. 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:Thank you for your interventions on my behalf. Unfortunately Dell did not understand that the policy of late charges was what I disputed, not the legality of it or the right to do it.It unfortunately will remain unresolved.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 never received a Dell Preferred Account (“DPA”) billing...
statement after making her September 2015 purchase. She also states that she experienced issues in logging into the Dell Financial Services (“DFS”) website to make a payment, and in contacting customer service to receive assistance. DFS records indicate that on February 12, 2014 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2500.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, Ms. [redacted]’s Welcome kit, which included the terms and conditions of her credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. On August 25, 2015 Ms. [redacted] placed an order with Dell totaling $1360.64. Please note that Ms. [redacted]’s DPA had a $0 balance prior to this purchase as this was the first purchase applied to her account. The first billing statement after this purchase was mailed to Ms. [redacted] at the address on file, which matches the address provided to the Revdex.com, on September 22, 2015 and had a payment due date of October 17, 2015. The October billing statement was mailed out as well, on the 22nd before Ms. [redacted] created an online profile on the DFS website on November 6, 2015, and enrolled in paperless billing. The email address that was entered at that time was [redacted].[redacted]@gmail.com. Please understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each month. Ms. [redacted] receives a monthly email notification to the above referenced email that her statement is available to view on the DFS website by logging in to her online profile. Please note that DFS has no record of Ms. [redacted] attempting to create an online profile prior to November 6, 2015. There is record of a previous DPA for Ms. [redacted] however this DPA would not have interfered with the setup of an online profile under her new DPA. DFS received the first payment to Ms. [redacted]’s DPA on December 17, 2015 in the amount of $126.00, which satisfied the total amount due as reflected on her November billing statement. Please note that each billing statement listed the total amount due, including any past due amount. In regard to the late fees that were assessed to Ms. [redacted]’s DPA, 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. Page 2 Please understand that all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we have waived the $35 November late fee that was assessed to her account upon her contacting customer service on December 18, 2015. We have reviewed available call recordings and found no record of Ms. [redacted] being advised that we would waive her October late fee, and we must respectfully decline to waive the late fee at this time as well. Additionally, please note that we have no record of the stated unprofessional behavior by the referenced customer service representative. As of the date of this letter Ms. [redacted]’s DPA balance is $1265.64. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. DFS does not require customer’s to have their account number in order to contact customer service however it does help in locating their account. Customer service representatives will ask for alternate information from the customer in order to locate their account if they do not have their account number. Please be advised that DFS does not have record of Ms. [redacted] contacting us and being transferred six times, then hung up on. There is however record of a call into Collections in which Ms. [redacted] requested a transfer to customer service. It appears that this call was disconnected while Ms. [redacted] was on hold but we cannot determine which side the call was disconnected from. There is no negative information is being reported to the credit agencies regarding Ms. [redacted]’s DPA. However, if she should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at [redacted]-[redacted] 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 originally sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on...
August 24, 2017. In the complaint Ms. [redacted] states the following: ? Her business was approved for a Dell Business Credit (“DBC”) account. ? After placing an order she was referred for further verification. ? She spoke to the verification department several times but was told they could not verify her business. ? She asked for her account to be closed but was told it could not be closed until she completed the verification process. DFS received and approved an application for credit for [redacted] Bookkeeping Etc. on July 4, 2017. On July 12, 2017 Ms. [redacted]’s first order was placed and was referred for further verification. Ms. [redacted] first contacted the Verification department (Verification) on July 24, 2017. DFS was unable to make contact with the customer via a verifiable phone number and advised Ms. [redacted] that they could not proceed with verification. Ms. [redacted] contacted Verification 4 more times between July 31, 2017 and August 23, 2017 and was informed that they would not be able to proceed with verification without being able to contact her through a verifiable phone number. 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 commercial finance industry. Please understand that it is not standard procedure to allow the closure of an account prior to the completion of the verification process, this is why Ms. [redacted] would have been denied the closure of her account previously. We have made an exception in this instance however and closed Ms. [redacted]’s DBC account as of today’s date. 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
One Dell Way Round Rock, Texas [redacted] June 26, 2015 To: Central TX Revdex.com Consumer: [redacted] Revdex.com CASE#: [redacted] Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] originally addressed to the Better...
Business Bureau. In her complaint [redacted] expresses concern regarding a payment that she made to Dell Financial Services (“DFS”) which was not posted to her Dell Preferred Account (“DPA”). We hope that [redacted] will accept our sincere apologies for any frustration that she may have experienced while attempting to resolve this issue. We strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in her complete satisfaction. DFS records indicate that [redacted] contacted customer care with a representative from Bank of America on the line, on May 13, 2015 regarding an electronic payment that was made to a closed account, account ending in 0368. At that time [redacted] and the representative from her bank were advised that we would need a Detailed Transaction Report (DTR) in order to research the payment, and [redacted] from Bank of America advised that she would fax it to us. [redacted] was advised that she would receive a callback once we received the document. [redacted] called customer care again on May 19, 2015 and was advised that DFS still had not received the DTR. At that time [redacted] was advised to resend the DTR and that someone would call her back within 24-48 hours. We regret that this callback did not occur until May 26, 2015 when a representative from customer care called [redacted] and advised that we still had not received the DTR needed to research the payment. On June 01, 2015 [redacted] spoke with customer care and advised that she faxed the DTR multiple times however DFS had not received it. [redacted] faxed it once again later that day and DFS received the required DTR. On June 02, 2015 a representative from customer care called [redacted] to advise that we received the DTR and will call her back on Friday, June 05, 2015 with an update. No callback was made on June 05, 2015 however [redacted] called in and spoke with customer care and was advised that research was still in process. At that time she was promised a callback by June 09, 2015, and one was made on June 08, 2015 to advise that the case was still in process. A callback attempt was made on June 09, 2015, and contact was made on June 10, 2015 to again advise that the case was still in process. On June 15, 2015 a call was made to [redacted] to advise that the payment was located and a refund was processed back to the payer, [redacted] was advised at that time that [redacted] would have the funds in 2-3 business days and that they would be issuing a refund check to her. DFS received [redacted]’s last payment of $334.00 on May 06, 2015. [redacted]’s DPA is open and current with a $0.00 balance. 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 compliant Mr. [redacted] states within two weeks of receiving his laptop he was sent to...
Collections without notification. Mr. [redacted] also states we called his boss at work before calling him. Dell Financial Services (“DFS”) records indicate Mr. [redacted] opened his Dell Preferred Account (“DPA”) on June 16, 2016. Mr. [redacted] applied and was qualified for a DPA with a credit limit of $1000.00 and an APR of 29.99% at the time of credit approval. After applying for the Dell Preferred account and upon approval, Mr. [redacted] was advised he was approved for the Dell Preferred Account. Mr. [redacted] was then disclosed the credit limit and APR for which he qualified. At the time of account opening Mr. [redacted] placed an equipment order for computer equipment totaling $932.78. Records indicate Mr. [redacted]’s purchase was shipped on June 22, 2016. Mr. [redacted]’s first billing statement reflecting this purchase was mailed on June 24, 2016 to 207 Major RD, Fenton, MO 63026, which is the address provided on the application for credit. DFS did not receive payment by the July 20, 2016 due date as reflected on the billing statement therefore Mr. [redacted]’s account was assessed a late fee, and Collections began attempting to reach him. Please note Mr. [redacted] did not provide a home phone number on his application for credit, only a work phone number, therefore Collections began calling the work phone number on July 27, 2016. On July 28, 2016 when the second phone call was made to Mr. [redacted]’s work DFS was advised it was a business phone and we do not have permission to call it. At that time the work phone number was removed from the account and was not called again. Please understand Dell Financial Services (“DFS”) reserves the right to contact a customer if a payment is not made by the applicable due date. 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. Regarding the late fee, please be advised the late fee of $20 was not more than the minimum payment due of $20 as reflected on the June billing statement. When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note the late fee assessed to Mr. [redacted]’s account was waived as a courtesy on July 28, 2016. Mr. [redacted]’s payment of $49 then posted to his DPA on July 30, 2016 which brought his account current. The DPA balance is now $883.78 and the next minimum payment will be due on September 20, 2016 and will be reflected on Mr. [redacted]’s August billing statement. Page 2 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: 10706236
I am rejecting this response because:Thank you for contacting me regarding my complaint. I will look at my statements, because I do not believe I have 20 (or more ) late payments on this account. I see that dealing with this company is one thing I will never do again, and will warn anyone who speaks of purchasing a computer from this company, not to buy it on time. I am very disappointed with this company's business practices, but I will pay this bill off because my credit is more important to me. Thank you for your help in this matter, though the outcome was not favorable to me. This company has made it a practice to rip off people who make the mistake of putting their trust in them. Again, thank you for you involvement. If you can think of any other recourse available to me, please advise.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Please note that on October 22, 2015 Mr. [redacted] spoke with our Verification department and completed the verification process. All holds have been removed and Mr. [redacted]’ DPA is now available for purchases. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Please see 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 April 25,...
2017. In the complaint Mr. [redacted] states the following: ? His billing statement reflecting a due date of March 19, 2017 was paid on February 24, 2017 which resulted in a late fee as he was told the payment was made too early. ? He states that upon calling DFS the late fee was to be removed however is still reflecting on his current billing statement. Please understand that Mr. [redacted]’s billing statement generates each month on the 24th and carries a payment due date of the 19th of the following month. Payments received on the 25th of the month or later will post to the current billing cycle, while payments that are made prior to the 25th will post to the previous billing cycle. Extra payments that are made to one billing cycle cannot be applied to a future billing cycle. Mr. [redacted]’s referenced $50 payment posted to his DPA on February 24, 2017, which fell in the previous billing cycle. As DFS did not receive payment during the billing cycle with a payment due date of March 19, 2017 a late fee was assessed to the 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 DPA. 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. Mr. [redacted] contacted DFS on March 31, 2017 and was advised of the reason for the late fee. At that time he was provided a late fee waiver of $20 as a courtesy. The late fee that Mr. [redacted] is seeing on his billing statement dated April 24, 2017 is due to the fact that there remains a past due amount of $20 on his DPA due to the payment that wasn’t received in the previously discussed billing cycle. In order to avoid further late fees Mr. [redacted] will need to make a payment of at least $40 by his May 19, 2017 payment due date. This will be $20 for the current amount due and $20 for the past due amount. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions of the DPA. As of the date of this letter Mr. [redacted]’s DPA balance is $538.09. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Page 2 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that her online payments are being applied to her Dell...
Preferred Account (“DPA”) late which has resulted in several late fee charges being applied to her account. Ms. [redacted] also states that she spoke with a representative who she could not understand, who disconnected the call when she asked to speak to someone else. Please understand that as a global provider of financial services, Dell Financial Services (“DFS”) has locations around the world, and as such, we utilize these resources to support our customers. Please note that we have no record of the referenced call in which Ms. [redacted] states she was hung up on. The last contact we have on record is from June 2015, and during this call Ms. [redacted] asked for and received assistance in logging into her online DFS profile. DFS records indicate that on December 31, 2006 Ms. [redacted] applied and was approved for a DPA with a credit limit of $1500.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. Please be advised that Ms. [redacted]’s DPA was paid in full prior to May 30, 2014 when she made a purchase with Dell in the amount of $253.19, followed by a purchase in the amount of $612.84 on June 3, 2014. Please note that these purchases qualified for a promotional financing feature of no interest, if paid in full within six (6) months. In order to avoid interest charges, the Total Dell Order amount was to be received on or before January 20, 2015. DFS received payment on December 24, 2014 in the amount of $40.00. This payment was not sufficient to pay off the remaining promotional plan balance of $821.03 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Ms. [redacted]’s DPA in the amount of $146.82. 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. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Ms. [redacted]’s reference. In addition to the promotional purchases, Ms. [redacted] placed an additional order on June 23, 2014 in the amount of $23.49, and then in October 2015 placed three (3) more orders totaling $33.10. Please note that Ms. [redacted]’s billing statements are generated each month on the 25th and have a payment due date of the 20th. This has not changed since Ms. [redacted] made her May 2014 purchase. In regard to Ms. [redacted]’s recent payments which she states were processed late, incurring late fees; please note that the October payment was made through the DFS online payment portal on the 19th, ahead of her due date therefore did not result in a late fee. Ms. [redacted]’s November payment however was made online on the 22nd, after her due date, and did result in a $25.00 late fee charge. The December payment was made on the 21st, which again was after the due date and resulted in a late fee, this time in the amount of $35.00. Please note that online payments may take 2-3 business days to post to a customer’s DPA, however they will be credited effective as the date they are made, and any late fees incurred due to the processing delay will be automatically credited. 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. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that all fees assessed to Ms. [redacted]’s account were assessed in accordance with the agreed upon terms and conditions of the DPA, however in an effort to ensure customer satisfaction we have waived her December late fee in the amount of $35.00. We must respectfully decline to waive the November late fee. As of the date of this letter Ms. [redacted]’s DPA balance is $896.61. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear 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 March 14, 2017. In the...
complaint Ms. [redacted] states the following: ? A judgement was placed on her credit regarding her Dell Preferred Account (“DPA”) however her account was included in her Chapter 7 bankruptcy filing. ? She has reached out to the Collection agency her account was turned over to on multiple occasions, however the issue has not been resolved. DFS records indicate that on November 23, 2003 Ms. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $3,000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of account opening Ms. [redacted] placed an order with Dell for computer equipment totaling $723.88. Between September 2004 and December 2006 she made seven additional purchases, totaling $2,155.59. One of these purchases, in the amount of $239 was credited in full on October 20, 2006. Ms. [redacted]’s DPA was closed by DFS due to delinquency on September 17, 2010. Her account was charged-off when it became 180 days delinquent on January 24, 2011. The balance at the time of charge-off was $2,913.12. On March 14, 2013 DFS was awarded the judgement Ms. [redacted] references. Records indicate that Ms. [redacted] filed bankruptcy Chapter 7 on September 3, 2013, after the judgement was in place. As the judgement had already been awarded it remained regardless of the bankruptcy filing. The garnishment of wages that was awarded with the judgment was discharged when the bankruptcy was filed. On March 2, 2017 DFS received a request from the law office assigned to pursue the judgement stating that Ms. [redacted] had contacted their office requesting the release of lien, and at that time DFS authorized it. Once the lien is released through the courts it will no longer reflect on Ms. [redacted]’s credit history. Please note DFS has no record of any previous requests to release this lien. Page 2 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 Dell - Internal Use - Confidential
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 April 11,...
2017. In the complaint Ms. [redacted] states the following: ? An unauthorized charge for Microsoft Office in the amount of $69 posted to her Dell Preferred Account (“DPA”). ? She called customer service and was told the charge was canceled however she was only credited $64, resulting in her receiving a billing statement for $7.60 (the difference of $5.60 plus a $2 late fee charge). ? She called 4 times to have this resolved and was given the run around. She was denied a supervisor upon request. ? She made the payment to satisfy the account balance but would like it refunded to her. Please understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. We strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in Ms. [redacted]’s complete satisfaction. DFS records indicate that on February 3, 2012 Ms. [redacted] applied online and was approved for a DPA with a credit limit of $3,000.00 and a corresponding Annual Percentage Rate (APR) of 27.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. Ms. [redacted] placed 5 orders between the time the account was opened and November 2015 totaling $1,674.42. Then on December 14, 2016 a Microsoft Office automatic renewal charge posted to her DPA in the amount of $69.99. Please note that this recurring charge was previously agreed to by Ms. [redacted] at the time of her November 2015 purchase. On January 12, 2017 though Ms. [redacted] called DFS to cancel the charge and the charge was canceled at that time. A credit for this charge posted to Ms. [redacted]’s DPA on January 16, 2017 however it was for $64.39 rather than $69.99. Please be advised that we have now credited an amount of $7.60 for the amount the credit was short and the $2 late fee charge. We have issued a refund check for this amount as well which will be mailed to Ms. [redacted] in 7-10 business days. Page 2 In regard to Ms. [redacted]’s comment that she asked for a supervisor during one of her calls, our records indicate she did ask for a supervisor on March 8, 2017 and was advised that a case was open regarding her concern and she will receive a call back. We apologize for the length of time it took to resolve this issue. We regret any inconvenience this matter may have caused to Ms. [redacted] and we hope this letter helps to explain and resolve it. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: Dell wants to only talk to my husband, the qualified buyer. We will complete the paperwork to allow me to speak on his behalf. I am hoping that I am not too late and that this file is still open. We wish to continue this complaint.
Regards,
[redacted] From: [redacted] Sent: Thursday, November 12, 2015 8:22 PM [redacted] [redacted]
My husband called Dell today and added me as a authorized designee. All should be set up correctly. Thank you. [redacted]
Complaint: [redacted]
I am rejecting this response because:ALL IS INCORRECT I WILL EXPLAIN THIS THE BEST I CAN.I already have a dell account for over 10 years have purchased over $6000 in products from dell. I logged into that account to purchase that computer with my available credit limit. After placing the order it showed February delivery date. I IMMEDIATELY called Dell Customer Service to cancel the order because I wanted this for Christmas. The customer service rep who was hard to understand said she would cancel the order (Which she never did). It took over 3 months for them to just remove that 1st order from the account balance. She said she would rewrite the order and GUARANTEE DELIVERY BY CHRISTMAS. Otherwise I would have cancelled and purchased locally. Unbeknowst to me she created a new account and put the compter transaction on that account. I was NOT aware there was a second account created. This was all done over the phone. I was not aware that I was agreeing to a new account. Why would I create another account when I have a $6000 credit line already with a balance of $1800 that I am currently paying on? That makes no sense. To me this is someone in sales trying to make commission. I work as a sales manager and that is what this seems like to me. Had I known she was creating this 2nd account I would have refused PERIOD!Dell has been completely negliant in this entire process. I have spent countless hours on the phone with them. They never ever tried to resolve this issue. I begged them to freeze or hold my account till this was resolve they refused. I asked them to move the fraudulent account balance to my original account they refused AGAIN.Now my balance is double what the computer retail was it is over $900!!!!! I have been a long time dell customer. I will never ever do business with them again after this. I would like them to take ownership of this. And I would like an apology for refusing to work this out with me. I have spent over 40 hours on the phone the last 11 months with managers, customer service reps, fraud reps. No one.... Not one single person offered or tried to go the extra mile to help me. At this point I am close to getting legal counsil. I am also opening a case with the [redacted] Consumer Protection. I have been in sales and customer service my whole working career and I have never seen such lack of interest or reason. This has EASILY been the worst retail experience of my life. I am trying to buy a home next year and they have thouroughly destroyed my credit that I have worked so hard to build. Unacceptable.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the outstanding balance of his Dell...
Preferred Account (“DPA”). Dell Financial Services (“DFS”) records reflect that Mr. [redacted] opened his Dell Preferred Account on August 3, 2011. Mr. [redacted] applied and was qualified for a Dell Preferred Account with a credit limit of $1500.00 and an APR of 29.99% at the time of credit approval. After applying for the Dell Preferred account and upon approval, Mr. [redacted] was advised that he was approved for the Dell Preferred Account. 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. Mr. [redacted]’ DPA had a zero balance on December 17, 2014 when he placed his most recent order with Dell for computer equipment totaling $565.92. His first billing statement reflecting this purchase was generated on January 8, 2015, and had a payment due date of February 3, 2015. DFS did not receive payment from Mr. [redacted] until April 20, 2015 when he made a payment in the amount of $565.92. Records reflect that his total balance at that time, due to late payment fees assessed in February, March and April, was $655.92. Please note that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Mr. [redacted] would need to reference the section of his credit agreement 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. In regard to Mr. [redacted]’ comment that he has only received two pieces of communication in the past seven months, please understand that he had signed up for paperless billing statements on September 30, 2011. From that point his billing statements were no longer mailed, rather they were available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Please note that the email address on file matches the one provided to the Revdex.com. DFS received no indication that Mr. [redacted] was not receiving this notification. All fees assessed to Mr. [redacted]’ account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive all late fees over $55.00. However in the interest of customer satisfaction we have waived the recent late fee that was assessed on July 4, 2015 in the amount of $35.00. This reduced Mr. [redacted]’ balance from $145.00 back down to $110.00. We have also closed Mr. [redacted]’ DPA per his request. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Page 2 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the status of his Dell Preferred Account (“DPA”)...
as reflected on his credit report. We regret any frustration Mr. [redacted] may have experienced while attempting to resolve this issue. Dell Financial Services (“DFS”) records indicate that Mr. [redacted] paid his remaining DPA balance on December 27, 2012. Mr. [redacted]’s DPA was current with a zero balance when in March 2015 due to an error his DPA was reported to the credit bureaus as paid in full and closed. Mr. [redacted] called DFS regarding the closure status as listed on his credit report on May 27, 2015 and a credit update was submitted. As part of the investigation into the credit update the agent noticed that Mr. [redacted] had filed bankruptcy previously. Since the account was open at the time of the 2006 bankruptcy filing the account was coded as included in bankruptcy on June 01, 2015. However upon further review DFS removed the bankruptcy coding and reported Mr. [redacted]’s DPA to the credit bureaus as paid in full and current due to the fact that we appear to be outside of the statute of limitations on a bankruptcy filing. A DFS representative reached out to Mr. [redacted] on September 10, 2015 and advised him that his account is now open and will be reported to the credit bureaus as such. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on 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 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 in regard to the late fee charges assessed to her Dell...
Financial Services (“DFS”) account. DFS records indicate that Ms. [redacted] opened a Dell Business Credit (“DBC”) account in the name of her business, [redacted]. on August 5, 2012. Ms. [redacted] applied and was qualified for a DBC with a credit limit of $2500 and an APR of 27.99%. After applying for the DBC and upon approval, Ms. [redacted] was advised that she was approved for the DBC. She was then disclosed the credit limit and APR for which she qualified. Additionally, Ms. [redacted] was mailed her “Welcome Packet”, which included the terms and conditions of her DBC including the Annual Percentage Rate, within 48 hours of the credit approval. At the time the account was opened a purchase with Dell for computer equipment totaling $331.53 was made. After reviewing Ms. [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late, or was not received in its entirety on twenty-four occasions, totaling $836 in late fee charges. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Business Credit account. Please understand that the amounts of late fee charges are dependent on the account balance, not the minimum payment and may range up to $39. Please note the Dell Business Credit account is an open-ended account. 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. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Ms. [redacted] may reference the back of her monthly billing statement for an explanation of the finance charges are assessed to her DBC on a monthly basis. All fees assessed to Ms. [redacted]’s DBC account have been assessed in accordance with the agreed upon terms and conditions of the account. In October 2014 she contacted customer service and received a waiver of three of the late fees that were assessed to her DBC, totaling $117. Then in October 2015 she received another waiver in the amount of $39. Although we do empathize with her situation, we must respectfully decline to waive the current charges on her DBC. As of the date of this letter Ms. [redacted]’s DBC balance is $813.81. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter 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 follow-up 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 May 9, 2017. In the complaint Mr. [redacted] states the following: ? He was told his late fee was credited and feels that he should only have $20 due currently, not $40. Please understand that when a late fee is waived as a courtesy for a customer, the minimum monthly payment is still required and the waiver amount does not affect this. Mr. [redacted]’s March late fee was waived and is reflected on his April billing statement. As previously discussed, the late fee charge reflecting on his April billing statement is a result of payment not being received by the March 19, 2017 payment due date. As a result, there is now a past due amount of $20 on his DPA. Please reference the terms and conditions regarding minimum payments. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Again, 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 (DPA). As of the date of this letter Mr. [redacted]’s DPA balance is $538.09. In order to avoid further late fees Mr. [redacted] will need to make a payment of at least $40 by his May 19, 2017 payment due date. This will be $20 for the current amount due and $20 for the past due amount. We hope this letter explains and resolves this matter with finality. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. The complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 28,...
2017. In the complaint Ms. [redacted] states the following: ? She mailed her payment on March 15, 2017, which was due on March 17, 2017 and was told it wasn’t received until March 19, 2017 which resulted in a $20 late fee charge. ? These “questionable” fees have been charged to her Dell Preferred Account (“DPA”) in the past and DFS is padding their costs. ? She called DFS regarding an issue with her laptop battery and was told that as it had been more than 60 days she was stuck with it. She asked for a supervisor but was told the supervisor was busy with another caller. She feels that due to the claimed battery issue she had the right to not pay the remaining amount owed to her DPA. DFS records indicate that on June 27, 2004 Ms. [redacted] applied online and was approved for a DPA with a credit limit of $5,000.00 and a corresponding Annual Percentage Rate (APR) of 13.99%. The terms of the credit agreement, including the APR, were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of account opening Ms. [redacted] placed an order with Dell for computer equipment totaling $2,039.77. Between April 2005 and December 2016 Ms. [redacted] made 10 additional purchases totaling $2,911.33, including her December 2016 purchase in the amount of $280.98. Over the life of the account Ms. [redacted]’s DPA has been assessed a late payment fee on 6 occasions, totaling $138.00 in late fee charges. Ms. [redacted] has contacted DFS regarding late payment fees on 2 occasions, in February 2014 and again on March 27, 2017, and on both occasions the late fee she was calling regarding was waived as a courtesy. Records indicate that Ms. [redacted] did request a supervisor during her March 27, 2017 phone call with customer service however she was not denied to speak to one. The agent agreed to waive the late fee which seemed to satisfy her and resolve the issue. Please note that when customers are 1 day late DFS will charge a late fee charge to the customer’s 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. Page 2 Regarding the March late fee Ms. [redacted] references, please understand that the payment due date as listed on her February 22, 2017 billing statement was March 17, 2017. DFS received Ms. [redacted]’s payment on March 19, 2017 and posted it that day however the late fee had already been assessed as this payment was 2 days late. Please note that the DFS payment processing center receives mail seven days a week. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account. However, as previously stated, her March 2017 late fee in the amount of $20.00 was waived as a courtesy. This waiver, along with Ms. [redacted]’s $227.04 payment resulted in a $0 balance. The $0 balance will be reflected on her April 22, 2017 billing statement. Please note that the back of the DPA billing statement states that a customer may have the right to not pay the remaining amount due on the purchase if they are dissatisfied and have attempted to correct the problem with the merchant. In order to exercise this right the customer would need to contact us in writing and the purchase must not yet be paid in full. We have no record of Ms. [redacted] contacting us in writing in order to exercise this right. Ms. [redacted] called DFS customer service on March 15, 2017 stating that she wanted to return her laptop because she did not like the style and she was advised it was past the return policy period and a return would not be authorized. Ms. [redacted] may contact Dell customer service if she would like to address her concerns with the laptop battery. Dell customer service may be reached at ###-###-####. 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:Thank you for your interventions on my behalf. Unfortunately Dell did not understand that the policy of late charges was what I disputed, not the legality of it or the right to do it.It unfortunately will remain unresolved.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 never received a Dell Preferred Account (“DPA”) billing...
statement after making her September 2015 purchase. She also states that she experienced issues in logging into the Dell Financial Services (“DFS”) website to make a payment, and in contacting customer service to receive assistance. DFS records indicate that on February 12, 2014 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $2500.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, Ms. [redacted]’s Welcome kit, which included the terms and conditions of her credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. On August 25, 2015 Ms. [redacted] placed an order with Dell totaling $1360.64. Please note that Ms. [redacted]’s DPA had a $0 balance prior to this purchase as this was the first purchase applied to her account. The first billing statement after this purchase was mailed to Ms. [redacted] at the address on file, which matches the address provided to the Revdex.com, on September 22, 2015 and had a payment due date of October 17, 2015. The October billing statement was mailed out as well, on the 22nd before Ms. [redacted] created an online profile on the DFS website on November 6, 2015, and enrolled in paperless billing. The email address that was entered at that time was [redacted].[redacted]@gmail.com. Please understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each month. Ms. [redacted] receives a monthly email notification to the above referenced email that her statement is available to view on the DFS website by logging in to her online profile. Please note that DFS has no record of Ms. [redacted] attempting to create an online profile prior to November 6, 2015. There is record of a previous DPA for Ms. [redacted] however this DPA would not have interfered with the setup of an online profile under her new DPA. DFS received the first payment to Ms. [redacted]’s DPA on December 17, 2015 in the amount of $126.00, which satisfied the total amount due as reflected on her November billing statement. Please note that each billing statement listed the total amount due, including any past due amount. In regard to the late fees that were assessed to Ms. [redacted]’s DPA, 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. Page 2 Please understand that all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we have waived the $35 November late fee that was assessed to her account upon her contacting customer service on December 18, 2015. We have reviewed available call recordings and found no record of Ms. [redacted] being advised that we would waive her October late fee, and we must respectfully decline to waive the late fee at this time as well. Additionally, please note that we have no record of the stated unprofessional behavior by the referenced customer service representative. As of the date of this letter Ms. [redacted]’s DPA balance is $1265.64. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. DFS does not require customer’s to have their account number in order to contact customer service however it does help in locating their account. Customer service representatives will ask for alternate information from the customer in order to locate their account if they do not have their account number. Please be advised that DFS does not have record of Ms. [redacted] contacting us and being transferred six times, then hung up on. There is however record of a call into Collections in which Ms. [redacted] requested a transfer to customer service. It appears that this call was disconnected while Ms. [redacted] was on hold but we cannot determine which side the call was disconnected from. There is no negative information is being reported to the credit agencies regarding Ms. [redacted]’s DPA. However, if she should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at [redacted]-[redacted] 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 originally sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on...
August 24, 2017. In the complaint Ms. [redacted] states the following: ? Her business was approved for a Dell Business Credit (“DBC”) account. ? After placing an order she was referred for further verification. ? She spoke to the verification department several times but was told they could not verify her business. ? She asked for her account to be closed but was told it could not be closed until she completed the verification process. DFS received and approved an application for credit for [redacted] Bookkeeping Etc. on July 4, 2017. On July 12, 2017 Ms. [redacted]’s first order was placed and was referred for further verification. Ms. [redacted] first contacted the Verification department (Verification) on July 24, 2017. DFS was unable to make contact with the customer via a verifiable phone number and advised Ms. [redacted] that they could not proceed with verification. Ms. [redacted] contacted Verification 4 more times between July 31, 2017 and August 23, 2017 and was informed that they would not be able to proceed with verification without being able to contact her through a verifiable phone number. 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 commercial finance industry. Please understand that it is not standard procedure to allow the closure of an account prior to the completion of the verification process, this is why Ms. [redacted] would have been denied the closure of her account previously. We have made an exception in this instance however and closed Ms. [redacted]’s DBC account as of today’s date. 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
One Dell Way Round Rock, Texas [redacted] June 26, 2015 To: Central TX Revdex.com Consumer: [redacted] Revdex.com CASE#: [redacted] Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] originally addressed to the Better...
Business Bureau. In her complaint [redacted] expresses concern regarding a payment that she made to Dell Financial Services (“DFS”) which was not posted to her Dell Preferred Account (“DPA”). We hope that [redacted] will accept our sincere apologies for any frustration that she may have experienced while attempting to resolve this issue. We strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in her complete satisfaction. DFS records indicate that [redacted] contacted customer care with a representative from Bank of America on the line, on May 13, 2015 regarding an electronic payment that was made to a closed account, account ending in 0368. At that time [redacted] and the representative from her bank were advised that we would need a Detailed Transaction Report (DTR) in order to research the payment, and [redacted] from Bank of America advised that she would fax it to us. [redacted] was advised that she would receive a callback once we received the document. [redacted] called customer care again on May 19, 2015 and was advised that DFS still had not received the DTR. At that time [redacted] was advised to resend the DTR and that someone would call her back within 24-48 hours. We regret that this callback did not occur until May 26, 2015 when a representative from customer care called [redacted] and advised that we still had not received the DTR needed to research the payment. On June 01, 2015 [redacted] spoke with customer care and advised that she faxed the DTR multiple times however DFS had not received it. [redacted] faxed it once again later that day and DFS received the required DTR. On June 02, 2015 a representative from customer care called [redacted] to advise that we received the DTR and will call her back on Friday, June 05, 2015 with an update. No callback was made on June 05, 2015 however [redacted] called in and spoke with customer care and was advised that research was still in process. At that time she was promised a callback by June 09, 2015, and one was made on June 08, 2015 to advise that the case was still in process. A callback attempt was made on June 09, 2015, and contact was made on June 10, 2015 to again advise that the case was still in process. On June 15, 2015 a call was made to [redacted] to advise that the payment was located and a refund was processed back to the payer, [redacted] was advised at that time that [redacted] would have the funds in 2-3 business days and that they would be issuing a refund check to her. DFS received [redacted]’s last payment of $334.00 on May 06, 2015. [redacted]’s DPA is open and current with a $0.00 balance. 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 compliant Mr. [redacted] states within two weeks of receiving his laptop he was sent to...
Collections without notification. Mr. [redacted] also states we called his boss at work before calling him. Dell Financial Services (“DFS”) records indicate Mr. [redacted] opened his Dell Preferred Account (“DPA”) on June 16, 2016. Mr. [redacted] applied and was qualified for a DPA with a credit limit of $1000.00 and an APR of 29.99% at the time of credit approval. After applying for the Dell Preferred account and upon approval, Mr. [redacted] was advised he was approved for the Dell Preferred Account. Mr. [redacted] was then disclosed the credit limit and APR for which he qualified. At the time of account opening Mr. [redacted] placed an equipment order for computer equipment totaling $932.78. Records indicate Mr. [redacted]’s purchase was shipped on June 22, 2016. Mr. [redacted]’s first billing statement reflecting this purchase was mailed on June 24, 2016 to 207 Major RD, Fenton, MO 63026, which is the address provided on the application for credit. DFS did not receive payment by the July 20, 2016 due date as reflected on the billing statement therefore Mr. [redacted]’s account was assessed a late fee, and Collections began attempting to reach him. Please note Mr. [redacted] did not provide a home phone number on his application for credit, only a work phone number, therefore Collections began calling the work phone number on July 27, 2016. On July 28, 2016 when the second phone call was made to Mr. [redacted]’s work DFS was advised it was a business phone and we do not have permission to call it. At that time the work phone number was removed from the account and was not called again. Please understand Dell Financial Services (“DFS”) reserves the right to contact a customer if a payment is not made by the applicable due date. 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. Regarding the late fee, please be advised the late fee of $20 was not more than the minimum payment due of $20 as reflected on the June billing statement. When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note the late fee assessed to Mr. [redacted]’s account was waived as a courtesy on July 28, 2016. Mr. [redacted]’s payment of $49 then posted to his DPA on July 30, 2016 which brought his account current. The DPA balance is now $883.78 and the next minimum payment will be due on September 20, 2016 and will be reflected on Mr. [redacted]’s August billing statement. Page 2 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: 10706236
I am rejecting this response because:Thank you for contacting me regarding my complaint. I will look at my statements, because I do not believe I have 20 (or more ) late payments on this account. I see that dealing with this company is one thing I will never do again, and will warn anyone who speaks of purchasing a computer from this company, not to buy it on time. I am very disappointed with this company's business practices, but I will pay this bill off because my credit is more important to me. Thank you for your help in this matter, though the outcome was not favorable to me. This company has made it a practice to rip off people who make the mistake of putting their trust in them. Again, thank you for you involvement. If you can think of any other recourse available to me, please advise.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Please note that on October 22, 2015 Mr. [redacted] spoke with our Verification department and completed the verification process. All holds have been removed and Mr. [redacted]’ DPA is now available for purchases. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Please see 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 April 25,...
2017. In the complaint Mr. [redacted] states the following: ? His billing statement reflecting a due date of March 19, 2017 was paid on February 24, 2017 which resulted in a late fee as he was told the payment was made too early. ? He states that upon calling DFS the late fee was to be removed however is still reflecting on his current billing statement. Please understand that Mr. [redacted]’s billing statement generates each month on the 24th and carries a payment due date of the 19th of the following month. Payments received on the 25th of the month or later will post to the current billing cycle, while payments that are made prior to the 25th will post to the previous billing cycle. Extra payments that are made to one billing cycle cannot be applied to a future billing cycle. Mr. [redacted]’s referenced $50 payment posted to his DPA on February 24, 2017, which fell in the previous billing cycle. As DFS did not receive payment during the billing cycle with a payment due date of March 19, 2017 a late fee was assessed to the 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 DPA. 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. Mr. [redacted] contacted DFS on March 31, 2017 and was advised of the reason for the late fee. At that time he was provided a late fee waiver of $20 as a courtesy. The late fee that Mr. [redacted] is seeing on his billing statement dated April 24, 2017 is due to the fact that there remains a past due amount of $20 on his DPA due to the payment that wasn’t received in the previously discussed billing cycle. In order to avoid further late fees Mr. [redacted] will need to make a payment of at least $40 by his May 19, 2017 payment due date. This will be $20 for the current amount due and $20 for the past due amount. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions of the DPA. As of the date of this letter Mr. [redacted]’s DPA balance is $538.09. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Page 2 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that her online payments are being applied to her Dell...
Preferred Account (“DPA”) late which has resulted in several late fee charges being applied to her account. Ms. [redacted] also states that she spoke with a representative who she could not understand, who disconnected the call when she asked to speak to someone else. Please understand that as a global provider of financial services, Dell Financial Services (“DFS”) has locations around the world, and as such, we utilize these resources to support our customers. Please note that we have no record of the referenced call in which Ms. [redacted] states she was hung up on. The last contact we have on record is from June 2015, and during this call Ms. [redacted] asked for and received assistance in logging into her online DFS profile. DFS records indicate that on December 31, 2006 Ms. [redacted] applied and was approved for a DPA with a credit limit of $1500.00 and a corresponding APR of 29.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. Please be advised that Ms. [redacted]’s DPA was paid in full prior to May 30, 2014 when she made a purchase with Dell in the amount of $253.19, followed by a purchase in the amount of $612.84 on June 3, 2014. Please note that these purchases qualified for a promotional financing feature of no interest, if paid in full within six (6) months. In order to avoid interest charges, the Total Dell Order amount was to be received on or before January 20, 2015. DFS received payment on December 24, 2014 in the amount of $40.00. This payment was not sufficient to pay off the remaining promotional plan balance of $821.03 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Ms. [redacted]’s DPA in the amount of $146.82. 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. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Ms. [redacted]’s reference. In addition to the promotional purchases, Ms. [redacted] placed an additional order on June 23, 2014 in the amount of $23.49, and then in October 2015 placed three (3) more orders totaling $33.10. Please note that Ms. [redacted]’s billing statements are generated each month on the 25th and have a payment due date of the 20th. This has not changed since Ms. [redacted] made her May 2014 purchase. In regard to Ms. [redacted]’s recent payments which she states were processed late, incurring late fees; please note that the October payment was made through the DFS online payment portal on the 19th, ahead of her due date therefore did not result in a late fee. Ms. [redacted]’s November payment however was made online on the 22nd, after her due date, and did result in a $25.00 late fee charge. The December payment was made on the 21st, which again was after the due date and resulted in a late fee, this time in the amount of $35.00. Please note that online payments may take 2-3 business days to post to a customer’s DPA, however they will be credited effective as the date they are made, and any late fees incurred due to the processing delay will be automatically credited. 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. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that all fees assessed to Ms. [redacted]’s account were assessed in accordance with the agreed upon terms and conditions of the DPA, however in an effort to ensure customer satisfaction we have waived her December late fee in the amount of $35.00. We must respectfully decline to waive the November late fee. As of the date of this letter Ms. [redacted]’s DPA balance is $896.61. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response.Dear 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 March 14, 2017. In the...
complaint Ms. [redacted] states the following: ? A judgement was placed on her credit regarding her Dell Preferred Account (“DPA”) however her account was included in her Chapter 7 bankruptcy filing. ? She has reached out to the Collection agency her account was turned over to on multiple occasions, however the issue has not been resolved. DFS records indicate that on November 23, 2003 Ms. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $3,000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved, prior to account opening. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Ms. [redacted]’s credit agreement were mailed to her 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 Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of account opening Ms. [redacted] placed an order with Dell for computer equipment totaling $723.88. Between September 2004 and December 2006 she made seven additional purchases, totaling $2,155.59. One of these purchases, in the amount of $239 was credited in full on October 20, 2006. Ms. [redacted]’s DPA was closed by DFS due to delinquency on September 17, 2010. Her account was charged-off when it became 180 days delinquent on January 24, 2011. The balance at the time of charge-off was $2,913.12. On March 14, 2013 DFS was awarded the judgement Ms. [redacted] references. Records indicate that Ms. [redacted] filed bankruptcy Chapter 7 on September 3, 2013, after the judgement was in place. As the judgement had already been awarded it remained regardless of the bankruptcy filing. The garnishment of wages that was awarded with the judgment was discharged when the bankruptcy was filed. On March 2, 2017 DFS received a request from the law office assigned to pursue the judgement stating that Ms. [redacted] had contacted their office requesting the release of lien, and at that time DFS authorized it. Once the lien is released through the courts it will no longer reflect on Ms. [redacted]’s credit history. Please note DFS has no record of any previous requests to release this lien. Page 2 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 Dell - Internal Use - Confidential