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 June 28,...
2017. In the complaint Ms. [redacted] states the following: ? Dell’s web page stated that her payment would be $32 a month for her purchase and that is what she has been paying for almost a year however she has been notified that she is not meeting her minimum payment due. ? Late fees have been added to her account and now her bill is over $1,700.00 and her credit is being affected. ? She filed a dispute and was told it would be reviewed however she never received an answer. ? She would like the derogatory marks removed from her credit and fees removed from her account. DFS records indicate that on July 19, 2011 Ms. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $2,000.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. 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 the account was opened Ms. [redacted] placed an order with Dell for computer equipment totaling $291.46. She then placed 4 additional orders between July 2012 and June 2016, totaling $1,831.62. Please note that the DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. With regard to Ms. [redacted]’s comments about her minimum payment amount, please note that per the Terms and Conditions of the DPA the minimum payment is the greater of $20.00 or 3% of the New Balance shown on her billing statement, rounded up to the next dollar. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You Page 2 promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Until March 1, 2011, your Current Month Minimum Payment is the greater of $15.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. On March 1, 2011 and after, your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing Ms. [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late or was not received in its entirety on 11 occasions, totaling $361.00 in late fee charges. Please be advised that when customers are 1 day late in paying their entire minimum monthly payment DFS will charge a late fee charge to the customers DPA. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA, however, in the interest of customer satisfaction we waived $100 in late fees that have been assessed to her DPA. We must respectfully decline to waive all charges and fees that have been applied to her DPA. As of the date of this letter Ms. [redacted]’s DPA has a balance of $1,697.63. Please keep in mind because interest accrues daily on her account, she may have additional interest charges assessed on her next regular statement. The last payment DFS received from Ms. [redacted] was in the amount of $35.00 on April 7, 2017. Her account is currently 138 days past due and has a minimum payment due of $289.00 by July 11, 2017. Ms. [redacted]’s DPA was closed when it became 120 days delinquent on June 16, 2017. As we are accurately reporting her DPA to the credit reporting agencies as closed by DFS and 120 days delinquent we must respectfully decline to remove the derogatory marks. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. In reference to the dispute that Ms. [redacted] states she submitted, please note that DFS did not receive a formal billing dispute. Furthermore we have no record of Ms. [redacted] speaking to customer service regarding her concerns. She did speak to Collections in February 2017 where she stated she would file a dispute, but again, no dispute was received. If Ms. [redacted] is interested in a possible payment plan to help her reduce her balance and eliminate the past due amount faster she may contact Collections at ###-###-#### to see what her options are. 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] Page 3 Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: statement is not right they were contacted many times since november 2015 about this bill and I am not going to settle this by their terms they are wrong
Regards,
[redacted] And [redacted]
Please see the attached response and transaction history. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that his account is being double and triple...
charged and that he has not consented to such charges. He also states that he is receiving harassing calls daily regarding his account. Records indicate that on January 27, 2014 Mr. [redacted] placed an order for Dell products totaling $1502.09. Mr. [redacted]’s order was placed on a 48 month installment loan with a payment of $59.21 per month. At the time of purchase a Pre-Authorized Payment Plan was set up for the monthly payment amount. Please note that several Pre-Authorized Payments were returned due to insufficient funds, which resulted in a fee and a past due balance. In order to bring Mr. [redacted]’s account current an additional payment was set up on nine occasions, for which he did authorize. Please note that overall thirteen of Mr. [redacted]’s payments were returned due to insufficient funds. We’ve attached a transaction history of his account for reference. Please be advised that the calls Mr. [redacted] references were calls made by our Collections team in an effort retrieve the past due balance on his account. Most of these calls went unanswered. DFS will continue to try and reach a customer until we speak to them when there is a past due balance on their account. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the account, therefore we must respectfully decline to provide him with a refund. As of the date of this letter Mr. [redacted]’s account balance is $1444.75. We hope this letter, along with the attached documentation helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint, Ms. [redacted] expresses concern regarding charges to her Dell Preferred Account...
(“DPA”), which she states she did not authorize. Please be advised that a DPA was opened in Ms. [redacted]’s name on August 29, 2007. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Please note that there was no fraud suspected at the time the account was opened. DFS Records indicate that in September 2007 three (3) orders were placed totaling $1787.86. There were six (6) additional purchases made between May 2009 and August 2011, totaling $1314.39. We have confirmed that all orders were shipped to Ms. [redacted] at the address on file, which matches the address provided to your office. Furthermore it appears that Ms. [redacted] has made one hundred and one (101) payments towards her DPA for a total of $6134.00, the last of which being on August 11, 2016. Please note that DFS has received three (3) fraud claims regarding Ms. [redacted]’s DPA. The first claim of fraud was received on September 30, 2015 and was closed on October 11, 2015 after several calls were made to Ms. [redacted] to discuss the claim that were not answered or returned. A letter was mailed to Ms. [redacted] on October 11, 2015 advising that her fraud claim was closed due to no contact. A second fraud claim was opened on February 9, 2016 and closed on April 19, 2016, again due to no contact from Ms. [redacted]. A letter was again mailed to her, on April 19, 2016, advising that her claim was closed. A third and final fraud claim was opened on July 8, 2016 and was closed on July 25, 2016. This time the claim was closed after the fraud investigator spoke with the customer and determined that no part of the balance was due to fraudulent activity. A letter was again mailed to Ms. [redacted], on July 25, 2016. Please understand that as no fraudulent activity was found during our investigation we must respectfully decline to adjust the balance on Ms. [redacted]’s DPA, or to make any adjustments to the credit reporting of her account. Ms. [redacted] is responsible for the remaining DPA balance, which as of the date of this letter is $1301.27. Ms. [redacted]’s next payment in the amount of $177.00, which includes a past due amount of $137.00, is due by October 19, 2016. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding late payments being reported to the...
credit bureaus as Dell Financial Services (“DFS”) had not received his monthly minimum payment after he made a purchase using a Dell Preferred Account (“DPA”). Mr. [redacted] states that he was not told that minimum monthly payments were required. DFS records indicate that on November 14, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5,000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of his approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that on November 14, 2015, Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $5287.88, of which $4999.00 was placed on his DPA. This purchase was qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount is to be received on or before December 18, 2016. Please note that minimum monthly payments are required per the terms of the credit agreement. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS lists the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 20.24% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 20.24% (variable). Payments are applied to your total minimum payment due. As minimum payments are required per the terms of the DPA credit agreement, subsequent delinquencies reported to the credit agencies due to non-payment are valid. We must respectfully decline to remove said delinquencies from Mr. [redacted]’s credit report. 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 [redacted], TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Regarding Mr. [redacted]’s contention that he was not contacted regarding non-payment to his DPA, please understand that DFS does attempt to reach customers when payment is not received by the due date as reflected on their monthly billing statement. Records indicate that DFS attempted to reach Mr. [redacted] by phone thirty-two times between January 26, 2016 and April 7, 2016 in order to discuss the missed payments. Additionally, a letter was mailed to Mr. [redacted] at the address he provided to the Revdex.com on January 25, 2016 to advise him of the past due amount on his DPA. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached letter and supporting document. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that his Annual Percentage Rate (APR) was raised to...
the penalty rate and Dell Financial Services (“DFS”) will not lower it although he has not had a late payment in nearly five years. DFS records indicate that Mr. [redacted]’s Dell Preferred Account (“DPA”) was opened on September 15, 2006. Mr. [redacted] applied and was qualified for a DPA with a credit limit of $1500.00 and an APR of 29.99%. After applying for the Dell Preferred account and upon approval Mr. [redacted] was advised that he was approved for the DPA. He was then disclosed the credit limit and APR for which he qualified. Additionally, Mr. [redacted] was mailed his “Welcome Packet”, which included the terms and conditions of his DPA including the APR, within 48 hours of the credit approval. The account’s interest rate is based on the applicant’s creditworthiness as determined by our credit scoring model at the time the application is reviewed. Although interest rates are variable and may fluctuate over time based on the Prime Rate, we do not offer interest rate reductions. Mr. [redacted]’s APR was 27.24% in October 2009 when after a review of his account history and credit information his APR was increased to 29.99%. Mr. [redacted] was mailed the attached letter on August 7, 2009 advising of this change. Please note that the Payment Information section of Mr. [redacted]’s billing statement under Late Payment Warning reads: “If we do not receive your minimum payment by the date listed above, you may have to pay a late fee of up to $35 and your APR may be increased to the Penalty APR which could be up to 29.99%.” After reviewing Mr. [redacted]’s payment history, DFS finds that his minimum monthly payment amount was received late on thirty-two (32) occasions, totaling $1152 in late fee charges, the last of which was assessed in November 2012. Please be advised 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. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions of the DPA. Furthermore, the APR increase was in accordance with the terms and conditions of the DPA, and in compliance with The Card Act. We must respectfully decline to reduce the APR, and to waive the additional fees incurred due to the APR increase. As of the date of this letter, Mr. [redacted]’s DPA balance is $1471.71. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We 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:This whole process started back in October 2016. Why wasn't it resolved in November? December? January? February? March? April?As of today, it still hasn't been resolved, but I am hopeful that it will be corrected soon.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Yes a late fee was credited and then reposted to my account. And this months bill reflects that, this is how my account was paid 12-31-16 100.00 for JAN 2017, 1-27-17 20.00 for Fed 2017, 2-24-17 50.00 for March 17, 3-31-17 20.00 ( dell bill says 4-2-17) for April 17. And now I owe 40.00 for May? If I was credited the amount as stated my bill would only be 20.00 thats what its suppose to be. I personally will never do business with this company again and will advise any one that will listen to do the same. And heres the proof.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. The complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on...
February 6, 2017. In the complaint Mr. [redacted] states the following: ? He made several purchases from Dell during the holidays using his DPA and his Visa card. ? He returned several items but did not receive credit back to his DPA or his Visa. ? He sent proof of the return to DFS as well as a dispute letter. ? He received a call from a DFS representative who informed him that his returns were processed and the credits to his DPA and Visa would be forthcoming. ? The representative was to check with him every three days but he has not heard from them. ? His card now reflects past due with several fees and charges. Last, Mr. [redacted] requests the processing of the returns as promised and a refund to his DPA and his Visa. On April 26, 2006, Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1,500 and a corresponding variable Annual Percentage Rate of 29.99%. Between November 26, 2016 and November 29, 2016 Mr. [redacted] placed 4 orders totaling $2,338.70. Of this total, $1,295.80 was placed on his DPA and $1,042.90 was placed on his Visa card. Prior to these purchases Mr. [redacted]’s DPA reflected a zero balance. Below are the descriptions of the 4 orders that are the subject of Mr. [redacted]’s complaint: - Order Number [redacted] – Inspiron 15 computer - Order Number [redacted] – Inspiron 15 computer - Order Number [redacted] – Bose wireless speakers, Bose network adapter, Bose wireless earphones and Bose TV soundbar. - Order Number 160887054 – 2 Bose wireless headphones and 2 Bose wireless earphones Regarding the credit for returned items, we have contacted the manufacturer, Dell, on Mr. [redacted]’s behalf. Dell records indicate that on November 30, 2016 Mr. [redacted] emailed Customer Service requesting to return order [redacted]. The return was authorized and return labels were emailed to him. A second email was received on December 4, 2016 requesting to return order [redacted]. Once again, the return was authorized and return labels were emailed to Mr. Page 2 [redacted]. On December 20, 2016, Customer Service received a call from Mr. [redacted] requesting to return a third order, order [redacted]. The third return was authorized, shipping labels were issued to Mr. [redacted] and sent to him by email. Records indicate that order [redacted] was returned and a credit of $30.86 was issued to the DPA on December 25, 2016. Records indicate the remaining credit to Mr. [redacted]’s Visa card in the amount of $321.88 is currently in process. On January 4, 2017, DFS received a letter from Mr. [redacted] dated December 28, 2016 requesting the status of the credits for items he returned to Dell. A response was sent to Mr. [redacted] on January 9, 2017 informing him that a case was opened for his inquiry and a representative would call him within the next business day. A representative called and spoke with Mr. [redacted] on January 11, 2017. During this call Mr. [redacted] stated he returned all four orders he placed in November. The representative informed him that they would research the returns and call him back. A return call was made to Mr. [redacted] on January 13, 2017 to get additional order tracking information. Records indicate that order [redacted] was returned and a credit of $317.46 was issued to his DPA on January 16, 2017. On January 18, 2017, a representative called and spoke with Mr. [redacted] and informed that his credit for order [redacted] had been posted. During the call Mr. [redacted] stated that order [redacted] was returned in the same box as order [redacted] and provided tracking information. The representative informed Mr. [redacted] that they would check on this item. Records indicate that order [redacted] was returned and a credit of $69.14 was issued to his DPA on January 20, 2017. Records indicate that the remaining credit to Mr. [redacted]’s Visa card in the amount of $721.02 is currently in process. Records indicate that order number 160887054 was returned and a credit of $878.34 was issued to Mr. [redacted]’s DPA on February 13, 2017. We ask that Mr. [redacted] allow 7-10 business days for the remaining Visa credits. Regarding Mr. [redacted]’s comments that his account is past due and he has been assessed fees and charges, Mr. [redacted]’s DPA has not incurred any fees or charges and is not past due. Mr. [redacted]’s current DPA balance is $0.00. We hope this letter helps explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:
I need to know why I dont meet your qualifications. I have a Paydex score, Tradelines up to $10000. My business is registered which I sent over the Articles of Incorporation. I have also send over tax documents for 2016 and 2017. Please advise.Thank you
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I understand that there are statements being sent thru my
email that went to my spam emails due to excessive advertisement. I will take
the $100 waiver and pay $800 if they can show me the recording during the sale
of my item. The reason being is that I understand the way it was only disclosed to
me on the phone. Since it was disclosed during the call that all calls are
being recorded, I would like to have a copy of the recording. If recording is
not available I would like to have the interest charge waived and I will pay all my dues which is $840+, since I tried to call Dell Financial 2 days after interest charged was billed. I feel it would be fair if recording is available.
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 was told a refund check for the credit balance on her Dell...
Preferred Account (“DPA”) was being put in the mail, however she has not yet received it. Dell Financial Services (“DFS”) records reflect that Ms. [redacted]’s November 2015 purchase was credited in full to her DPA on February 3, 2016. As Ms. [redacted] made two payments totaling $130.00 between the time of purchase and the time of the credit there was a credit balance on her DPA. Ms. [redacted] contacted DFS on February 9, 2016 regarding the credit balance and was advised that a refund check would be mailed to her once the system refreshed reflecting interest credit adjustments that were made by the agent at that time. Seven (7) business days later, on February 18, 2016, a refund was processed, and refund check number [redacted] in the amount of $130.24 was mailed out to Ms. [redacted] on February 22, 2016. We regret any inconvenience this matter may have caused to Ms. [redacted]. We hope this letter clarifies and resolves it. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear 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 19,...
2017. In the complaint Ms. [redacted] states the following: ? She mailed a cashier’s check in the amount of $385.74 on April 3, 2017 to pay the remaining Dell Preferred Account (“DPA”) balance. ? The check was cashed by DFS and cleared her bank but did not post to her DPA. ? Upon calling DFS she was told her payment posted to a different DPA and DFS was working to have the funds applied to her account. ? As of April 18th the funds still had not been applied to her account. Please be advised that DFS received Ms. [redacted]’s check in the amount of $385.74 on April 7, 2017. In the memo line on the check Ms. [redacted] provided a DPA number ending in 3386, while her DPA ends with 5386. Due to this error Ms. [redacted]’s account was not located and the funds were unfortunately misapplied to a similar account that did not belong to Ms. [redacted]. As Ms. [redacted] was told the account her funds were applied to was with Collections therefore it took some time to retrieve the funds and apply them to the correct account. We apologize for the length of time it took to resolve this issue and we do thank Ms. [redacted] for her patience. As of April 19, 2017 the funds have been applied to Ms. [redacted]’s DPA. Ms. [redacted]’s DPA balance was $360.65 on her April 2017 billing statement therefore there is now a credit balance on her DPA. Additionally we have credited the April interest charge in the amount of $7.71 back to her account. A refund has been processed for the credit balance of $33.29. Ms. [redacted] can expect to receive a refund check in the mail within the next 7-10 business days for this amount. We regret any inconvenience this matter may have caused to Ms. [redacted] and thank her for bringing it to our attention. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: until I actually get a printed November statement, I cannot accept their answer. They have lied to me and to the Revdex.com regarding this matter. They refused to believe that I had received three blank statements last month, so I mailed a copy of one to Mr. [redacted] which he has yet to respond to.
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. Thank you for resolving this issue with Dell Financial. I have received the credit on my Dell Financial account as of this message.
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]
Complaint: [redacted]
I am rejecting this response because:Hello, this is in relation to an existing case (Re: Revdex.com Dispute # [redacted]) for which Dell agreed in response to my complaint to Revdex.com to issue a full refund, but today I received a partial refund. The following is the response that Dell sent to Revdex.com: "Records indicate that Dr. [redacted]’s order shipped out on April 17, 2017. On April 19, 2017 delivery was refused and the package was placed in transit back to DFS. Once the item is received back at DFS a credit will be issued to Dr. [redacted]. In an effort to ensure customer satisfaction we have decided to waive the shipping and handling and restocking fees and provide Dr. [redacted] a full refund. " This clearly indicates the degree of Dell's commitment to NOT doing business in good faith!
Regards,
[redacted]
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 12, 2017. In...
the complaint Mr. [redacted] states the following: ? He has returned an order however his Dell Preferred Account (“DPA”) keeps getting billed for the item. ? He’s contacted DFS several times and the credit in the amount of $2068.14 has been applied and removed on four occasions. ? He would like the charge removed again and would like his DPA closed if this is going to be an ongoing issue. DFS records indicate on June 2, 2016 Mr. [redacted] applied and was approved for a DPA with a credit limit of $3000.00 and a corresponding APR of 29.99%. At the time of account opening Mr. [redacted] made two purchases with Dell totaling $2808.31, which he returned in July 2016 for a full credit. He then made six additional purchases between August and December 2016 totaling $8082.44. Two of these purchases were returned for a full credit as well; a $1653.40 August 2016 purchase and a $2449.10 October purchase. The October purchase was split into two credits though, as this purchase consisted of two separate orders which were returned separately. A credit in the amount of $2068.14 posted to Mr. [redacted]’s DPA on December 6, 2016, while the remaining credit posted to the DPA on January 2, 2017 in the amount of $380.96. Mr. [redacted] also returned an August 2016 purchase, for which a credit in the amount of $2721.24 posted to his DPA on August 22, 2016. Due to human error, the account was credited and debited for the same transaction multiple times. As of January 26, 2017 the customer’s balance has been corrected and currently reflects $830.70. In addition, DFS has corrected the High Balance amount on the account to now reflect accurately as $2808.31. Please allow 30-45 days for this update to reflect at the credit bureaus. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Page 2 Please be advised that Mr. [redacted] spoke with a customer service representative on January 12, 2017. At that time Mr. [redacted] was advised by the agent that they would research the issue and get back to him back in 4-5 days. DFS received this complaint within the time the agent was researching the issue. Since we consider this a more highly escalated level of the same concern we are now responding to Mr. [redacted]’s concern through your office rather than having the agent with whom he spoke on January 12th respond. We hope this letter helps explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear 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 October 30,...
2017. In the complaint Mr. [redacted] states the following: ? On August 22, 2017 his roommate used his personal identifying information to open an account with DFS. He reported this fraudulent activity to the police and Dell that same week. He was advised that an investigation could take up to 45 days. ? When the equipment arrived at his house he worked with the fraud representative to have it shipped back to Dell. FedEx picked up the equipment a few weeks later and he received an email confirmation once Dell received it. ? Now, 2 months after the fraud took place he still has not received an update regarding the investigation and information regarding the account is still reflecting on his credit report. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. DFS records indicate that an account was opened in Mr. [redacted]’s name on August 22, 2017 and at that time the referenced purchases were placed on the account. DFS first received Mr. [redacted]’s fraud claim on August 29, 2017 and the DPA was referred to our Fraud department to conduct an investigation. At that time a letter was mailed to Mr. [redacted] stating that we will respond within 45 days and will notify him in writing of our decision or a need for additional information. The letter also stated that if we conclude that fraud has occurred we will submit a request to the credit reporting agencies to remove our information from his credit report. In most cases DFS completes their investigation within 60 days from the initial report however, federal statute allows 90 days to complete a fraud investigation. Please note that DFS concluded its investigation and accepted Mr. [redacted]’s fraud claim on October 23, 2017, which was within the time frame allowed by federal statute. An update was provided to Mr. [redacted] within the 45 days as promised when he called and spoke to the fraud investigator assigned to his case on September 27, 2017. The DPA was closed due to fraud on October 23, 2017 and an update was submitted to the credit reporting agencies to remove the trade line from his credit report. 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. Please allow 30-45 days for the deletion to be reflected on Mr. [redacted]’s credit report. If he should have any questions regarding his credit report, he will need to contact Experian at [redacted], Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Page 2 In regard to Mr. [redacted]’s request for the details of how our investigation was performed, please understand that this is proprietary information that is only released to law enforcement when a subpoena is provided. We regret any inconvenience this matter may have caused to Mr. [redacted] and we hope this letter explains and resolves this issue. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services Dell - Internal Use - Confidential
Please see the attached response. 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 May 15,...
2017. In the complaint Mr. [redacted] states the following: ? His June 2014 purchase qualified for no interest if paid in full within 12 months. ? His billing statements reflected a minimum payment leading him to believe he was signed up for a long term payment plan rather than a payment plan that would have had his purchase paid within the promotional term. ? After 3 years of payments around $50 he still has a balance equal to the purchase price. ? He would like all interest charges removed. DFS records indicate that on June 6, 2014 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $2,500.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. At the time the account was opened Mr. [redacted] placed an order with Dell for computer equipment totaling $1,812.57, which qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been paid on or before July 13, 2015. DFS received payment on June 20, 2015 in the amount of $39.00, however the remaining promotional plan balance as listed on his June 2015 billing statement was $1,243.00. As the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s DPA in the amount of $480.07. 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 Page 2 added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 29.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 29.99% (variable). Payments are applied to your total minimum payment due. Please note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” Records indicate that Mr. [redacted] created an online DFS profile on July 10, 2014. At that time he enrolled in paperless billing. Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Mr. [redacted] also enrolled in DFS’ autopay on July 10, 2014 and opted to have the minimum payment withdrawn from his bank account each month. Please note that Mr. [redacted] had the option to adjust his automatic payment amount in order to pay his promotional balance by the promotional expiration date however there is no record that he did so. DFS also has no record of Mr. [redacted] being provided any incorrect information regarding his automatic payment. 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. Mr. [redacted] contacted customer service on May 12, 2017 and in the interest of customer satisfaction we waived $100 in interest charges assessed to his DPA. We must respectfully decline to refund all interest charges that were assessed to Mr. [redacted]’s DPA. DFS received payment in the amount of $1,366.67 on May 12, 2017 which paid Mr. [redacted]’s balance in full. His May 18, 2017 billing statement reflects a zero 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 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 June 28,...
2017. In the complaint Ms. [redacted] states the following: ? Dell’s web page stated that her payment would be $32 a month for her purchase and that is what she has been paying for almost a year however she has been notified that she is not meeting her minimum payment due. ? Late fees have been added to her account and now her bill is over $1,700.00 and her credit is being affected. ? She filed a dispute and was told it would be reviewed however she never received an answer. ? She would like the derogatory marks removed from her credit and fees removed from her account. DFS records indicate that on July 19, 2011 Ms. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $2,000.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. 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 the account was opened Ms. [redacted] placed an order with Dell for computer equipment totaling $291.46. She then placed 4 additional orders between July 2012 and June 2016, totaling $1,831.62. Please note that the DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. With regard to Ms. [redacted]’s comments about her minimum payment amount, please note that per the Terms and Conditions of the DPA the minimum payment is the greater of $20.00 or 3% of the New Balance shown on her billing statement, rounded up to the next dollar. Payment. You promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this Agreement. You Page 2 promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due Date. We will advise you of your Payment Due Date each month on your billing statement. Your Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least 22 days after the close of each Billing Period. Your Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amounts. Until March 1, 2011, your Current Month Minimum Payment is the greater of $15.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. On March 1, 2011 and after, your Current Month Minimum Payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing Ms. [redacted]’s payment history, DFS finds that her minimum monthly payment amount was received late or was not received in its entirety on 11 occasions, totaling $361.00 in late fee charges. Please be advised that when customers are 1 day late in paying their entire minimum monthly payment DFS will charge a late fee charge to the customers DPA. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. All fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA, however, in the interest of customer satisfaction we waived $100 in late fees that have been assessed to her DPA. We must respectfully decline to waive all charges and fees that have been applied to her DPA. As of the date of this letter Ms. [redacted]’s DPA has a balance of $1,697.63. Please keep in mind because interest accrues daily on her account, she may have additional interest charges assessed on her next regular statement. The last payment DFS received from Ms. [redacted] was in the amount of $35.00 on April 7, 2017. Her account is currently 138 days past due and has a minimum payment due of $289.00 by July 11, 2017. Ms. [redacted]’s DPA was closed when it became 120 days delinquent on June 16, 2017. As we are accurately reporting her DPA to the credit reporting agencies as closed by DFS and 120 days delinquent we must respectfully decline to remove the derogatory marks. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. In reference to the dispute that Ms. [redacted] states she submitted, please note that DFS did not receive a formal billing dispute. Furthermore we have no record of Ms. [redacted] speaking to customer service regarding her concerns. She did speak to Collections in February 2017 where she stated she would file a dispute, but again, no dispute was received. If Ms. [redacted] is interested in a possible payment plan to help her reduce her balance and eliminate the past due amount faster she may contact Collections at ###-###-#### to see what her options are. 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] Page 3 Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: statement is not right they were contacted many times since november 2015 about this bill and I am not going to settle this by their terms they are wrong
Regards,
[redacted] And [redacted]
Please see the attached response and transaction history. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that his account is being double and triple...
charged and that he has not consented to such charges. He also states that he is receiving harassing calls daily regarding his account. Records indicate that on January 27, 2014 Mr. [redacted] placed an order for Dell products totaling $1502.09. Mr. [redacted]’s order was placed on a 48 month installment loan with a payment of $59.21 per month. At the time of purchase a Pre-Authorized Payment Plan was set up for the monthly payment amount. Please note that several Pre-Authorized Payments were returned due to insufficient funds, which resulted in a fee and a past due balance. In order to bring Mr. [redacted]’s account current an additional payment was set up on nine occasions, for which he did authorize. Please note that overall thirteen of Mr. [redacted]’s payments were returned due to insufficient funds. We’ve attached a transaction history of his account for reference. Please be advised that the calls Mr. [redacted] references were calls made by our Collections team in an effort retrieve the past due balance on his account. Most of these calls went unanswered. DFS will continue to try and reach a customer until we speak to them when there is a past due balance on their account. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the account, therefore we must respectfully decline to provide him with a refund. As of the date of this letter Mr. [redacted]’s account balance is $1444.75. We hope this letter, along with the attached documentation helps to explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint, Ms. [redacted] expresses concern regarding charges to her Dell Preferred Account...
(“DPA”), which she states she did not authorize. Please be advised that a DPA was opened in Ms. [redacted]’s name on August 29, 2007. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. Please note that there was no fraud suspected at the time the account was opened. DFS Records indicate that in September 2007 three (3) orders were placed totaling $1787.86. There were six (6) additional purchases made between May 2009 and August 2011, totaling $1314.39. We have confirmed that all orders were shipped to Ms. [redacted] at the address on file, which matches the address provided to your office. Furthermore it appears that Ms. [redacted] has made one hundred and one (101) payments towards her DPA for a total of $6134.00, the last of which being on August 11, 2016. Please note that DFS has received three (3) fraud claims regarding Ms. [redacted]’s DPA. The first claim of fraud was received on September 30, 2015 and was closed on October 11, 2015 after several calls were made to Ms. [redacted] to discuss the claim that were not answered or returned. A letter was mailed to Ms. [redacted] on October 11, 2015 advising that her fraud claim was closed due to no contact. A second fraud claim was opened on February 9, 2016 and closed on April 19, 2016, again due to no contact from Ms. [redacted]. A letter was again mailed to her, on April 19, 2016, advising that her claim was closed. A third and final fraud claim was opened on July 8, 2016 and was closed on July 25, 2016. This time the claim was closed after the fraud investigator spoke with the customer and determined that no part of the balance was due to fraudulent activity. A letter was again mailed to Ms. [redacted], on July 25, 2016. Please understand that as no fraudulent activity was found during our investigation we must respectfully decline to adjust the balance on Ms. [redacted]’s DPA, or to make any adjustments to the credit reporting of her account. Ms. [redacted] is responsible for the remaining DPA balance, which as of the date of this letter is $1301.27. Ms. [redacted]’s next payment in the amount of $177.00, which includes a past due amount of $137.00, is due by October 19, 2016. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding late payments being reported to the...
credit bureaus as Dell Financial Services (“DFS”) had not received his monthly minimum payment after he made a purchase using a Dell Preferred Account (“DPA”). Mr. [redacted] states that he was not told that minimum monthly payments were required. DFS records indicate that on November 14, 2015 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5,000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of his approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that on November 14, 2015, Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $5287.88, of which $4999.00 was placed on his DPA. This purchase was qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount is to be received on or before December 18, 2016. Please note that minimum monthly payments are required per the terms of the credit agreement. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS lists the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 20.24% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 20.24% (variable). Payments are applied to your total minimum payment due. As minimum payments are required per the terms of the DPA credit agreement, subsequent delinquencies reported to the credit agencies due to non-payment are valid. We must respectfully decline to remove said delinquencies from Mr. [redacted]’s credit report. 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 [redacted], TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Regarding Mr. [redacted]’s contention that he was not contacted regarding non-payment to his DPA, please understand that DFS does attempt to reach customers when payment is not received by the due date as reflected on their monthly billing statement. Records indicate that DFS attempted to reach Mr. [redacted] by phone thirty-two times between January 26, 2016 and April 7, 2016 in order to discuss the missed payments. Additionally, a letter was mailed to Mr. [redacted] at the address he provided to the Revdex.com on January 25, 2016 to advise him of the past due amount on his DPA. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached letter and supporting document. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that his Annual Percentage Rate (APR) was raised to...
the penalty rate and Dell Financial Services (“DFS”) will not lower it although he has not had a late payment in nearly five years. DFS records indicate that Mr. [redacted]’s Dell Preferred Account (“DPA”) was opened on September 15, 2006. Mr. [redacted] applied and was qualified for a DPA with a credit limit of $1500.00 and an APR of 29.99%. After applying for the Dell Preferred account and upon approval Mr. [redacted] was advised that he was approved for the DPA. He was then disclosed the credit limit and APR for which he qualified. Additionally, Mr. [redacted] was mailed his “Welcome Packet”, which included the terms and conditions of his DPA including the APR, within 48 hours of the credit approval. The account’s interest rate is based on the applicant’s creditworthiness as determined by our credit scoring model at the time the application is reviewed. Although interest rates are variable and may fluctuate over time based on the Prime Rate, we do not offer interest rate reductions. Mr. [redacted]’s APR was 27.24% in October 2009 when after a review of his account history and credit information his APR was increased to 29.99%. Mr. [redacted] was mailed the attached letter on August 7, 2009 advising of this change. Please note that the Payment Information section of Mr. [redacted]’s billing statement under Late Payment Warning reads: “If we do not receive your minimum payment by the date listed above, you may have to pay a late fee of up to $35 and your APR may be increased to the Penalty APR which could be up to 29.99%.” After reviewing Mr. [redacted]’s payment history, DFS finds that his minimum monthly payment amount was received late on thirty-two (32) occasions, totaling $1152 in late fee charges, the last of which was assessed in November 2012. Please be advised 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. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions of the DPA. Furthermore, the APR increase was in accordance with the terms and conditions of the DPA, and in compliance with The Card Act. We must respectfully decline to reduce the APR, and to waive the additional fees incurred due to the APR increase. As of the date of this letter, Mr. [redacted]’s DPA balance is $1471.71. Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. We 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:This whole process started back in October 2016. Why wasn't it resolved in November? December? January? February? March? April?As of today, it still hasn't been resolved, but I am hopeful that it will be corrected soon.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: Yes a late fee was credited and then reposted to my account. And this months bill reflects that, this is how my account was paid 12-31-16 100.00 for JAN 2017, 1-27-17 20.00 for Fed 2017, 2-24-17 50.00 for March 17, 3-31-17 20.00 ( dell bill says 4-2-17) for April 17. And now I owe 40.00 for May? If I was credited the amount as stated my bill would only be 20.00 thats what its suppose to be. I personally will never do business with this company again and will advise any one that will listen to do the same. And heres the proof.
Regards,
[redacted]
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from [redacted] originally addressed to the Revdex.com. The complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on...
February 6, 2017. In the complaint Mr. [redacted] states the following: ? He made several purchases from Dell during the holidays using his DPA and his Visa card. ? He returned several items but did not receive credit back to his DPA or his Visa. ? He sent proof of the return to DFS as well as a dispute letter. ? He received a call from a DFS representative who informed him that his returns were processed and the credits to his DPA and Visa would be forthcoming. ? The representative was to check with him every three days but he has not heard from them. ? His card now reflects past due with several fees and charges. Last, Mr. [redacted] requests the processing of the returns as promised and a refund to his DPA and his Visa. On April 26, 2006, Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1,500 and a corresponding variable Annual Percentage Rate of 29.99%. Between November 26, 2016 and November 29, 2016 Mr. [redacted] placed 4 orders totaling $2,338.70. Of this total, $1,295.80 was placed on his DPA and $1,042.90 was placed on his Visa card. Prior to these purchases Mr. [redacted]’s DPA reflected a zero balance. Below are the descriptions of the 4 orders that are the subject of Mr. [redacted]’s complaint: - Order Number [redacted] – Inspiron 15 computer - Order Number [redacted] – Inspiron 15 computer - Order Number [redacted] – Bose wireless speakers, Bose network adapter, Bose wireless earphones and Bose TV soundbar. - Order Number 160887054 – 2 Bose wireless headphones and 2 Bose wireless earphones Regarding the credit for returned items, we have contacted the manufacturer, Dell, on Mr. [redacted]’s behalf. Dell records indicate that on November 30, 2016 Mr. [redacted] emailed Customer Service requesting to return order [redacted]. The return was authorized and return labels were emailed to him. A second email was received on December 4, 2016 requesting to return order [redacted]. Once again, the return was authorized and return labels were emailed to Mr. Page 2 [redacted]. On December 20, 2016, Customer Service received a call from Mr. [redacted] requesting to return a third order, order [redacted]. The third return was authorized, shipping labels were issued to Mr. [redacted] and sent to him by email. Records indicate that order [redacted] was returned and a credit of $30.86 was issued to the DPA on December 25, 2016. Records indicate the remaining credit to Mr. [redacted]’s Visa card in the amount of $321.88 is currently in process. On January 4, 2017, DFS received a letter from Mr. [redacted] dated December 28, 2016 requesting the status of the credits for items he returned to Dell. A response was sent to Mr. [redacted] on January 9, 2017 informing him that a case was opened for his inquiry and a representative would call him within the next business day. A representative called and spoke with Mr. [redacted] on January 11, 2017. During this call Mr. [redacted] stated he returned all four orders he placed in November. The representative informed him that they would research the returns and call him back. A return call was made to Mr. [redacted] on January 13, 2017 to get additional order tracking information. Records indicate that order [redacted] was returned and a credit of $317.46 was issued to his DPA on January 16, 2017. On January 18, 2017, a representative called and spoke with Mr. [redacted] and informed that his credit for order [redacted] had been posted. During the call Mr. [redacted] stated that order [redacted] was returned in the same box as order [redacted] and provided tracking information. The representative informed Mr. [redacted] that they would check on this item. Records indicate that order [redacted] was returned and a credit of $69.14 was issued to his DPA on January 20, 2017. Records indicate that the remaining credit to Mr. [redacted]’s Visa card in the amount of $721.02 is currently in process. Records indicate that order number 160887054 was returned and a credit of $878.34 was issued to Mr. [redacted]’s DPA on February 13, 2017. We ask that Mr. [redacted] allow 7-10 business days for the remaining Visa credits. Regarding Mr. [redacted]’s comments that his account is past due and he has been assessed fees and charges, Mr. [redacted]’s DPA has not incurred any fees or charges and is not past due. Mr. [redacted]’s current DPA balance is $0.00. We hope this letter helps explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:
I need to know why I dont meet your qualifications. I have a Paydex score, Tradelines up to $10000. My business is registered which I sent over the Articles of Incorporation. I have also send over tax documents for 2016 and 2017. Please advise.Thank you
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: I understand that there are statements being sent thru my
email that went to my spam emails due to excessive advertisement. I will take
the $100 waiver and pay $800 if they can show me the recording during the sale
of my item. The reason being is that I understand the way it was only disclosed to
me on the phone. Since it was disclosed during the call that all calls are
being recorded, I would like to have a copy of the recording. If recording is
not available I would like to have the interest charge waived and I will pay all my dues which is $840+, since I tried to call Dell Financial 2 days after interest charged was billed. I feel it would be fair if recording is available.
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 was told a refund check for the credit balance on her Dell...
Preferred Account (“DPA”) was being put in the mail, however she has not yet received it. Dell Financial Services (“DFS”) records reflect that Ms. [redacted]’s November 2015 purchase was credited in full to her DPA on February 3, 2016. As Ms. [redacted] made two payments totaling $130.00 between the time of purchase and the time of the credit there was a credit balance on her DPA. Ms. [redacted] contacted DFS on February 9, 2016 regarding the credit balance and was advised that a refund check would be mailed to her once the system refreshed reflecting interest credit adjustments that were made by the agent at that time. Seven (7) business days later, on February 18, 2016, a refund was processed, and refund check number [redacted] in the amount of $130.24 was mailed out to Ms. [redacted] on February 22, 2016. We regret any inconvenience this matter may have caused to Ms. [redacted]. We hope this letter clarifies and resolves it. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear 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 19,...
2017. In the complaint Ms. [redacted] states the following: ? She mailed a cashier’s check in the amount of $385.74 on April 3, 2017 to pay the remaining Dell Preferred Account (“DPA”) balance. ? The check was cashed by DFS and cleared her bank but did not post to her DPA. ? Upon calling DFS she was told her payment posted to a different DPA and DFS was working to have the funds applied to her account. ? As of April 18th the funds still had not been applied to her account. Please be advised that DFS received Ms. [redacted]’s check in the amount of $385.74 on April 7, 2017. In the memo line on the check Ms. [redacted] provided a DPA number ending in 3386, while her DPA ends with 5386. Due to this error Ms. [redacted]’s account was not located and the funds were unfortunately misapplied to a similar account that did not belong to Ms. [redacted]. As Ms. [redacted] was told the account her funds were applied to was with Collections therefore it took some time to retrieve the funds and apply them to the correct account. We apologize for the length of time it took to resolve this issue and we do thank Ms. [redacted] for her patience. As of April 19, 2017 the funds have been applied to Ms. [redacted]’s DPA. Ms. [redacted]’s DPA balance was $360.65 on her April 2017 billing statement therefore there is now a credit balance on her DPA. Additionally we have credited the April interest charge in the amount of $7.71 back to her account. A refund has been processed for the credit balance of $33.29. Ms. [redacted] can expect to receive a refund check in the mail within the next 7-10 business days for this amount. We regret any inconvenience this matter may have caused to Ms. [redacted] and thank her for bringing it to our attention. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because: until I actually get a printed November statement, I cannot accept their answer. They have lied to me and to the Revdex.com regarding this matter. They refused to believe that I had received three blank statements last month, so I mailed a copy of one to Mr. [redacted] which he has yet to respond to.
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. Thank you for resolving this issue with Dell Financial. I have received the credit on my Dell Financial account as of this message.
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]
Complaint: [redacted]
I am rejecting this response because:Hello, this is in relation to an existing case (Re: Revdex.com Dispute # [redacted]) for which Dell agreed in response to my complaint to Revdex.com to issue a full refund, but today I received a partial refund. The following is the response that Dell sent to Revdex.com: "Records indicate that Dr. [redacted]’s order shipped out on April 17, 2017. On April 19, 2017 delivery was refused and the package was placed in transit back to DFS. Once the item is received back at DFS a credit will be issued to Dr. [redacted]. In an effort to ensure customer satisfaction we have decided to waive the shipping and handling and restocking fees and provide Dr. [redacted] a full refund. " This clearly indicates the degree of Dell's commitment to NOT doing business in good faith!
Regards,
[redacted]
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 12, 2017. In...
the complaint Mr. [redacted] states the following: ? He has returned an order however his Dell Preferred Account (“DPA”) keeps getting billed for the item. ? He’s contacted DFS several times and the credit in the amount of $2068.14 has been applied and removed on four occasions. ? He would like the charge removed again and would like his DPA closed if this is going to be an ongoing issue. DFS records indicate on June 2, 2016 Mr. [redacted] applied and was approved for a DPA with a credit limit of $3000.00 and a corresponding APR of 29.99%. At the time of account opening Mr. [redacted] made two purchases with Dell totaling $2808.31, which he returned in July 2016 for a full credit. He then made six additional purchases between August and December 2016 totaling $8082.44. Two of these purchases were returned for a full credit as well; a $1653.40 August 2016 purchase and a $2449.10 October purchase. The October purchase was split into two credits though, as this purchase consisted of two separate orders which were returned separately. A credit in the amount of $2068.14 posted to Mr. [redacted]’s DPA on December 6, 2016, while the remaining credit posted to the DPA on January 2, 2017 in the amount of $380.96. Mr. [redacted] also returned an August 2016 purchase, for which a credit in the amount of $2721.24 posted to his DPA on August 22, 2016. Due to human error, the account was credited and debited for the same transaction multiple times. As of January 26, 2017 the customer’s balance has been corrected and currently reflects $830.70. In addition, DFS has corrected the High Balance amount on the account to now reflect accurately as $2808.31. Please allow 30-45 days for this update to reflect at the credit bureaus. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Page 2 Please be advised that Mr. [redacted] spoke with a customer service representative on January 12, 2017. At that time Mr. [redacted] was advised by the agent that they would research the issue and get back to him back in 4-5 days. DFS received this complaint within the time the agent was researching the issue. Since we consider this a more highly escalated level of the same concern we are now responding to Mr. [redacted]’s concern through your office rather than having the agent with whom he spoke on January 12th respond. We hope this letter helps explain and resolve this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear 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 October 30,...
2017. In the complaint Mr. [redacted] states the following: ? On August 22, 2017 his roommate used his personal identifying information to open an account with DFS. He reported this fraudulent activity to the police and Dell that same week. He was advised that an investigation could take up to 45 days. ? When the equipment arrived at his house he worked with the fraud representative to have it shipped back to Dell. FedEx picked up the equipment a few weeks later and he received an email confirmation once Dell received it. ? Now, 2 months after the fraud took place he still has not received an update regarding the investigation and information regarding the account is still reflecting on his credit report. DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. DFS records indicate that an account was opened in Mr. [redacted]’s name on August 22, 2017 and at that time the referenced purchases were placed on the account. DFS first received Mr. [redacted]’s fraud claim on August 29, 2017 and the DPA was referred to our Fraud department to conduct an investigation. At that time a letter was mailed to Mr. [redacted] stating that we will respond within 45 days and will notify him in writing of our decision or a need for additional information. The letter also stated that if we conclude that fraud has occurred we will submit a request to the credit reporting agencies to remove our information from his credit report. In most cases DFS completes their investigation within 60 days from the initial report however, federal statute allows 90 days to complete a fraud investigation. Please note that DFS concluded its investigation and accepted Mr. [redacted]’s fraud claim on October 23, 2017, which was within the time frame allowed by federal statute. An update was provided to Mr. [redacted] within the 45 days as promised when he called and spoke to the fraud investigator assigned to his case on September 27, 2017. The DPA was closed due to fraud on October 23, 2017 and an update was submitted to the credit reporting agencies to remove the trade line from his credit report. 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. Please allow 30-45 days for the deletion to be reflected on Mr. [redacted]’s credit report. If he should have any questions regarding his credit report, he will need to contact Experian at [redacted], Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. Page 2 In regard to Mr. [redacted]’s request for the details of how our investigation was performed, please understand that this is proprietary information that is only released to law enforcement when a subpoena is provided. We regret any inconvenience this matter may have caused to Mr. [redacted] and we hope this letter explains and resolves this issue. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services Dell - Internal Use - Confidential
Please see the attached response. 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 May 15,...
2017. In the complaint Mr. [redacted] states the following: ? His June 2014 purchase qualified for no interest if paid in full within 12 months. ? His billing statements reflected a minimum payment leading him to believe he was signed up for a long term payment plan rather than a payment plan that would have had his purchase paid within the promotional term. ? After 3 years of payments around $50 he still has a balance equal to the purchase price. ? He would like all interest charges removed. DFS records indicate that on June 6, 2014 Mr. [redacted] applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $2,500.00 and a corresponding Annual Percentage Rate (APR) of 29.99%. The terms of the credit agreement, including the APR, were disclosed to Mr. [redacted] at the time his application for credit was approved, prior to account opening. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of opening the account. The terms give the customer 3 days to contact DFS to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. At the time the account was opened Mr. [redacted] placed an order with Dell for computer equipment totaling $1,812.57, which qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been paid on or before July 13, 2015. DFS received payment on June 20, 2015 in the amount of $39.00, however the remaining promotional plan balance as listed on his June 2015 billing statement was $1,243.00. As the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s DPA in the amount of $480.07. 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 Page 2 added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 29.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 29.99% (variable). Payments are applied to your total minimum payment due. Please note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” Records indicate that Mr. [redacted] created an online DFS profile on July 10, 2014. At that time he enrolled in paperless billing. Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each month. Mr. [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. Mr. [redacted] also enrolled in DFS’ autopay on July 10, 2014 and opted to have the minimum payment withdrawn from his bank account each month. Please note that Mr. [redacted] had the option to adjust his automatic payment amount in order to pay his promotional balance by the promotional expiration date however there is no record that he did so. DFS also has no record of Mr. [redacted] being provided any incorrect information regarding his automatic payment. 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. Mr. [redacted] contacted customer service on May 12, 2017 and in the interest of customer satisfaction we waived $100 in interest charges assessed to his DPA. We must respectfully decline to refund all interest charges that were assessed to Mr. [redacted]’s DPA. DFS received payment in the amount of $1,366.67 on May 12, 2017 which paid Mr. [redacted]’s balance in full. His May 18, 2017 billing statement reflects a zero 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