Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers desire to have her concerns addressed to her satisfaction. We maintain policies and procedures to detect and prevent fraud and identity theft. These policies and procedures comply with applicable federal and state laws and are consistent with the standards of the consumer finance industry. No fraud relating to the credit application was indicated. The address that was provided when the credit application was submitted was [redacted] [redacted]. This is also the address that the orders were shipped to, and matches a previous address on Ms. [redacted]’s credit report. Dell Financial Services (“DFS”) does not require a signature when opening a Dell Preferred Account (“DPA”) as all accounts are opened online or by phone. Therefore the customer consents to submitting the application for credit either online or by phone. In Ms. [redacted]’s case authorization was requested by the sales representative prior to submitting the application. Not all sales calls are recorded therefore we would not be able to provide a recording of the call which resulted in the opening of Ms. [redacted]’s DPA. Ms. [redacted] was mailed her terms and conditions and Welcome Packet and had three days to reject the terms of the account if she did not agree to it or to the terms of the account. Regarding payments made to the account, as previously stated there were eighty-eight payments made to the account totaling $5957.00. We have verified that payments were made by Ms. [redacted] to this DPA. Again, 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, and the remaining account balance is valid therefore we must respectfully decline her request to remove this account from her credit report. If Ms. [redacted] feels that her DPA was opened fraudulently then she may fill out the attached fraud affidavit and fax it to DFS’ Asset Protection Department at ###-###-####, along with a police report. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I appreciate that you guys have refunded about $500 that includes the cost of free tablet and the interest charge. I understand that the laptop is not under the return policy - just like the playstation 4...
that you agreed to refund anyways. I would appreciate that if you can refund the laptop instead of the playstation if you have to chose one. The difficulties that I have been through with my finances and time due to the lack of communication from Dell has made me lose all the respect I had for Dell. I bought a desktop computer in 2007 from Dell and that computer still runs without any problems and the customer service I received was great. That was the reason I decided to buy laptop from Dell expecting the same response. However, the fact that I have spent more time talking to Dell customer service regarding the transaction than the actual time spent on the laptop I bought shows that what I was sold was not worth over $4,000. I respectfully ask you to please take this laptop back and refund me my money. That way if I do decide to buy a laptop from Dell in future, I would have something positive to associated with it.
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 a charge to his Dell Preferred Account...
(“DPA”), which he states he did not authorize. We regret any frustration that Mr. [redacted] feels he has experienced during his transactions and contacts with Dell Financial Services (“DFS”). As a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS 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. Records indicate that Mr. [redacted] spoke with Dell on April 08, 2015 and purchased a service contract extension in the amount of $349.57. An order for Complete Care insurance was then added on to the service contract extension on April 13, 2015 in the amount of $268.51. Records indicate that Mr. [redacted] called Dell and discussed this order on April 17, 2015, requesting a system replacement however a system replacement was denied. Mr. [redacted] did not dispute this purchase at that time. Mr. [redacted] contacted DFS with concerns regarding the April 13, 2015 order on May 12, 2015. At that time a fraud investigation was opened. Please note that 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. Mr. [redacted] contacted DFS three times between May 22, 2015 and July 14, 2015 regarding the status of the fraud investigation and was referred to Fraud. Please note that Mr. [redacted]’s fraud claim has been assigned to an investigator, and that the investigator spoke with him on July 10, 2015. When the investigator and Mr. [redacted] spoke he informed the investigator that he placed the orders but that he was under the impression that the amount of the orders was different. Please note that we have confirmed that Mr. [redacted] was charged the correct amounts for the orders purchased through Dell. Furthermore DFS has not suspected any fraudulent activity on Mr. [redacted]’s DPA. If he still has fraud related concerns he may contact Hope at ###-###-#### extension [redacted]. As of the date of this letter Mr. [redacted]’s DPA balance is $368.08. 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: I still have not received any refund from Dell Financial as of this date, despite the fact that I overpaid almost a month ago.
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 sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 25,...
2017. In the complaint Ms. [redacted] states the following: ? On April 3, 2017 she mistakenly sent a payment in the amount of $195.00 to DFS to pay her Dell Preferred Account (“DPA”) which has been paid off for 11 years. ? She has been calling 2 to 3 times a week and no one has been able to help her resolve this issue and get a refund sent to her. Please understand that DFS received the referenced payment however as we do not have an active account for Ms. [redacted] we refunded the funds back to the account from which they were paid. This refund was completed electronically on April 10, 2017. If Ms. [redacted] has not yet received these funds we recommend she contact her personal financial institution so that they may research on their end and provide the refund to her. We regret any inconvenience this matter may have caused to Ms. [redacted] and we 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
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers’ desire to have their concerns addressed to their satisfaction. As previously stated, Dell Financial Services (“DFS”) requires customers to contact us by phone once their profile is locked, for security purposes. We appreciate Ms. [redacted]’s willingness to contact DFS so that we may assist her with this issue. We regret any inconvenience this issue may have caused to Ms. [redacted] however please understand that DFS records indicate that the incorrect security response was entered twice prior to her profile being locked. Again, going forward, if Ms. [redacted] registers her device she will no longer be asked to answer the security questions, only her password. Although all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions, we have now waived her July late fee in the amount of $22 in order to resolve this issue. Please understand that although Ms. [redacted] filed her complaint with your office prior to her due date, payments are still required by the due date in order to avoid late payment fees. DFS responded to her complaint within the allotted timeframe by the Revdex.com however we waived her late fee in the interest of customer satisfaction. As of the date of this letter Ms. [redacted]’s DPA balance is $746.64. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. 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 Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the billed deferred interest charges that have...
been assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on April 20, 2014 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of his approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time the account was opened Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $2582.83, which was qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 02, 2015. Please note that Mr. [redacted] placed two (2) additional orders totaling $100.98 in July 2014. DFS received payment on May 02, 2015 in the amount of $170.00. This payment was not sufficient to pay off the remaining promotional plan balance of $496.81 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s Dell Preferred Account in the amount of $315.17. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: Page 2 “NOTE: Interest accrues at your standard rate of 19.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 19.99% (variable). Payments are applied to your total minimum payment due. Records indicate that Mr. [redacted] created an online DFS profile on May 14, 2014. At that time he set up an automatic payment to be withdrawn each month for the minimum payment plus an additional $150.00. Please understand that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Therefore as the DPA balance decreased, so did the minimum payment amount, which in turn decreased the automatic payment that was withdrawn each month. There was a total of $2357.00 in payments made to the DPA prior to the May promotion expiration. Please understand that all fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however he spoke with a representative from customer care on July 15, 2015 and was given a $100.00 credit towards the deferred interest charges that were assessed to his DPA on May 07, 2015. After further review it appears that Mr. [redacted]’s intent was to pay the promotional balance within the promotional financing period, therefore we have now waived the remaining $215.71 in deferred interest charges as well. As of the date of this letter Mr. [redacted]’s DPA balance is $0.00. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [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 February 22,...
2017. In the complaint Ms. [redacted] states the following: ? Her account was referred to Collections and she was making payments however a judgment was placed against her. ? She reached a payment arrangement and was paying as agreed but later found that her account was reported to the credit bureaus. ? She states she was told that the company had merged and as a result some of her payments were not received. ? She would like this account removed from her credit report. DFS records indicate that on October 20, 2007 Ms. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $1,500.00 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, 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. In April 2008 Ms. [redacted] placed an order with Dell for computer equipment totaling $626.75. Between January and June 2009 she made 4 additional purchases, totaling $1,316.35. Ms. [redacted]’s DPA was closed by DFS on June 24, 2009 and Ms. [redacted] was mailed an adverse action notice. The account was placed with Collections on March 17, 2010 when it first became delinquent. DFS received payment on March 18, 2010 and the account was removed from Collections, however when payment was not received by the April due date it was placed back in Collections. Ms. [redacted]’s account charged-off when it became 180 days delinquent on October 18, 2010. The DPA balance at the time of charge off was $1,736.03. On December 13, 2011 a Judgement was placed against Ms. [redacted] in the amount of $1,842.03. Records indicate that Ms. [redacted] made a total of $1,450.00 in payments through Fulton, Friedman & Gullance LLP after the judgement was placed, including two payments of $150.00 each by money order in February and March 2016. Fulton Friedman and Gullance LLP recently informed DFS of the 2 money orders and they have now been posted to the account. Ms. [redacted]’s DPA balance reflects $392.03. We do not have record of the August payment Ms. [redacted] references. The last payment we have record of Page 2 was in the amount of $150.00 on July 18, 2016. Because of the delay in posting of the prior money orders, we have made the decision to credit the remaining balance of $392.03. As a result of this, the balance is now $0 and we will be issuing a satisfaction of judgement to Ms. [redacted] as well. DFS has submitted an update to the credit reporting agencies to reflect Ms. [redacted]’s DPA as paid in full, was a charge off. Please allow 30 – 45 days for the changes to reflect on her credit report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. In regard to Ms. [redacted]’s claim that an agent yelled at her when she contacted them recently and tried to make a payment, please note that DFS has no record of this phone call. The last contact Ms. [redacted] made with DFS was on December 20, 2010. We do apologize though if Ms. [redacted] was treated unprofessionally in any of her contacts with a third party. We regret any inconvenience this matter may have caused to Ms. [redacted]. 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
Complaint: 12121034
I am rejecting this response because:the $195.00 that was send to you had not been deposited back into my account.
Regards,
[redacted]
Please see the attached response and supporting documents.One Dell WayRound Rock, Texas 78682June 28, 2017Via Revdex.com Complaint HubCentral TX Revdex.com1005 La Posada DriveAustin, TX 78752Re: [redacted]Revdex.com Case#: [redacted]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 19, 2017.In the complaint Ms. [redacted] states the following: She purchased a concierge program from Dell however did not order a computer therefore requested a refund.She was told the purchase was credited to her account in December. She then paid her Dell Preferred Account (“DPA”) balance in January.She was advised that the refund posted to her old DPA and she feels she is owed a refund.She is missing her January and Eebruary billing statements. DES records indicate that on July 24, 2006 Ms. [redacted] opened a DPA. She placed 21 orders between July 2006 and April 2016 amounting to $5,931.24, however she received 7 credits for orders placed totaling $1,163.92. Please note that one of the purchases made was a Dell Technical Support Concierge charge in April 2016 for $140.00 but this purchase was credited in full in June 2016. Ms. [redacted] paid her DPA in full with a payment of $170.89 on July 25, 2016 and requested her account to be closed.Ms. [redacted] then contacted Dell on September 12, 2016 at which time she placed an order for technical support. As Ms. [redacted]’s previous DPA was closed per her request she had the option to apply for a new DPA. Ms. [redacted] applied and was approved for a new DPA and at that time placed her order totaling $389.22 using this payment method.Records indicate that Ms. [redacted] wrote to DES in November 2016 asking that her DPA be closed. A customer service representative called Ms. [redacted] on November 29, 2016 and closed her account per her request. Ms. [redacted] mentioned that she was seeking credit for her September purchase as well and a case was opened to provide the requested credit. Credits for Ms. [redacted]’s September purchase posted to her DPA on December 9th and 12th, 2016. Additionally Ms. [redacted] received credits for the interest ($20.49) and late fee charges ($94.00) that had posted to her account since her purchase. After all credits posted Ms. [redacted]’s DPA was left with a $1.22 credit balance, for which she was mailed a refund check on January 19, 2017.We hope this letter explains and resolves this matter. We have included Ms. [redacted]’s last two billing statements with this letter per her request. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification.Sincerely, Page 2 [redacted] Executive Services Dell Financial Services
Please see attached response and billing statement. 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 online Dell Financial...
Services (“DFS”) profile is locked and he is unable to call customer care to have it unlocked. Mr. [redacted] also states that he has requested, however has not received a copy of his Dell Preferred Account (“DPA”) billing statement. We regret any inconvenience Mr. [redacted] may have experienced as a result of this issue. Please understand that Mr. [redacted]’s online DFS profile was locked on September 13, 2015 when he failed to correctly answer the security questions that he set up on his profile. Please note that for security purposes, once an online DFS profile is locked DFS must speak with the customer by phone in order to unlock the profile. We understand that Mr. [redacted] does not have access to a phone and we apologize that there are no other options for unlocking his profile. If he does gain access to a phone he may contact us at ###-###-#### and we will assist in unlocking his profile. Records indicate that Mr. [redacted] has been enrolled in paperless billing since November 26, 2012. 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. The email address we have on file matches the one provided to the Revdex.com. Regarding Mr. [redacted]’s contention that he requested a copy of his billing statement recently and was sent a blank one three (3) times, please note that DFS does not have record of sending him a blank statement. Mr. [redacted] requested a copy of his statement on September 17 and 25, 2015 and records indicate that he was emailed a copy. We have attached a copy of his most recent billing statement for reference. If Mr. [redacted] should have additional questions regarding his Dell Preferred Account, or require further assistance, we ask that he contact one of our Customer Service representatives by phone, or email at www.DellFinancialServices.com. 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 the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Please understand that the letter Mr. [redacted] provided with his complaint does not state that the [redacted] [redacted] County Sheriff’s Department is accepting the case, it is simply a letter from the [redacted] County Sheriff’s Department to the [redacted] County Sheriff’s Department stating that Mr. [redacted] would be better served if they investigate as the suspect lives in [redacted] County’s jurisdiction. Upon receipt of Mr. [redacted]’s follow-up complaint we have called out to the [redacted] County Sheriff’s Department and found that they have not yet accepted the case or found any reason to believe that fraud was committed. The Sheriff’s department advised upon receiving the letter from the [redacted] County Sheriff’s Department that, as a favor to them they attempted to reach the alleged suspect, however they were unsuccessful. They would need to speak to the suspect in order to determine whether or not they believe fraud was committed. Until they do so this will be deemed a civil matter. Again, in order for DFS to accept the fraud claim we must receive a police report from the [redacted] County Sheriff’s Department stating that they are accepting the case. Unless [redacted] County accepts the case DFS will not be able to accept the fraud claim, and this matter will remain a civil one and Mr. [redacted] will remain liable for the DPA balance. We hope this letter further explains our position in this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states excess charges were removed from her Dell...
Preferred Account (“DPA”) and it was closed with a zero balance, however recently additional charges reappeared on her account. Dell Financial Services (“DFS”) records indicate on September 1, 2015 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of the account opening Ms. [redacted] placed two orders with Dell for a total amount of $1455.33. A credit in the amount of $81.75 was applied to Ms. [redacted]’s DPA for a portion of one of the orders on October 6, 2015. Ms. [redacted] then placed an order totaling $1764.59, $1554.60 of which was placed on her DPA, on December 15, 2015. On December 30, 2015 Ms. [redacted] contacted Dell in regards to returning her December 15th purchase and was offered a credit in order to save the sale, which she accepted. A credit in the amount of $81.75 was processed, however, instead of this credit posting to Ms. [redacted]’s DPA it was applied to the gift card used on her purchase. On December 21, 2015 an additional credit was processed in error in the amount of $128.24. DFS had a debit in the amount of $128.24 posted to Ms. [redacted]’s DPA on July 19, 2016 to adjust the error in the over-credit. On June 24, 2016 DFS applied the credit of $81.75 to her DPA as she stated she did not receive the credit to her gift card. Records indicate Ms. [redacted] made a payment in the amount of $1567.08 on February 10, 2016 which should have satisfied her remaining DPA balance, however she still had a remaining balance while DFS was in the process of applying credits due to her in the correct amounts. All adjustments were completed on July 19, 2016 and the DPA balance was zero at that time. Additionally her account was closed per her request on July 20, 2016. On September 2, 2016, though balance adjustments were incorrectly made which resulted in amounts of $128.24 and $81.75 once again being applied to her DPA. Appropriate credits have now been made and Ms. [redacted]’s DPA is once again at a zero balance. Please note we have submitted an update to the credit reporting agencies to remove any delinquent notations on Ms. [redacted]’s credit report as a result of this issue. Please allow 30-45 days for the update to be reflected on Ms. [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 Ms. [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We are truly sorry for the inconvenience this matter may have caused to Ms. [redacted] and we thank her for bringing it to our attention. 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
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 account has yet to be credited for equipment she...
returned to Dell in November 2015. Records indicate that Ms. [redacted]’s October 20, 2015 purchase in the amount of $1577.94 was credited in full by Dell on January 11, 2016. Once Dell processes the credit it will post to the customer’s account in 2-3 business days. Records indicate that Dell did in fact receive Ms. [redacted]’s equipment on November 5, 2015, and although Dell does advise customer’s that the return could take up to 30 days to be processed it appears that the credit was processed outside of this timeframe. The credit posted to Ms. [redacted]’s Dell Business Credit (“DBC”) account on January 13, 2016. On behalf of Dell, we apologize for the delay. Please note that there were two late fees assessed between the time of purchase and the Dell credit, which were waived on January 15, 2016. A representative from customer service called Ms. [redacted] at that time to advise that her account was now at a zero balance. Please be advised that Dell has not reported any negative information to the credit agencies regarding Ms. [redacted]’s DBC account. If she should have any questions regarding her credit report, she would need to contact the agency who owns the report. Regarding Ms. [redacted]’s statement that she cannot log into her Dell Financial Services (“DFS”) account, please note that we do not show that her DBC account ending in 4609 was linked to an online profile. As of the date of this letter we have closed Ms. [redacted]’s DBC account per her request. We regret any inconvenience this may have caused to Ms. [redacted]. I hope this letter clarifies and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that he was unable to log in to his online Dell...
Financial Services (“DFS”) profile, and upon contacting customer service was told he didn’t have a profile set up and that he would need to first create an online profile. He states that his Dell Preferred Account (“DPA”) was closed during the time he was attempting to create a profile and log in, and is requesting the account be reopened along with the removal of the negative credit reporting now that he has paid his DPA in full. On June 9, 2015 Mr. [redacted] applied and was approved for a DPA with a credit limit of $2500 and a corresponding variable Annual Percentage Rate (APR) of 29.99%. At that time Mr. [redacted] placed an order with Dell for computer equipment totaling $946.64. Mr. [redacted]’s first billing statement was generated on June 19, 2015 and had a payment due date of July 15, 2015. Please note that the billing statement contained instructions for paying online as well as mailing in a payment or paying by phone. There was no contact from Mr. [redacted] until September 17, 2015 when he emailed customer service stating that he was unable to access his online profile. He was advised that he had not yet created one, and was directed to the DFS website in order to do so. At that time Mr. [redacted] was also reminded of the other options he had to make a payment. On October 26, 2015 Mr. [redacted] again emailed customer service stating that he could not make a payment online. Again he was advised that there was no online profile created and was directed to the website in order to create one. He was again provided his other payment options at that time. On October 28, 2015 Mr. [redacted] replied to the customer service email stating that he received a message that his email was already linked to an online profile. At that time he was advised to contact customer service by phone in order to assist. There is no record of him contacting customer service by phone. On December 22, 2015, per Mr. [redacted]’s request in his complaint to have someone contact him by phone to assist him in creating an online profile, we have contacted him and assisted. Mr. [redacted]’s online profile creation has now been completed. Please note that DFS has no record of Mr. [redacted] previously creating, or attempting to create an online profile. DFS received Mr. [redacted]’s payment for the full DPA balance of $1083.25 on November 15, 2015. His account however, was closed due to delinquency on October 20, 2015 when it became 90 days delinquent. We are reporting his DPA to the credit agencies as paid in full and closed by credit grantor. We must respectfully decline to reopen the DPA and remove the negative reporting as the account closure and subsequent negative reporting is valid. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter 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: I have no idea what are these charges or who ordered the following items: A1739645983-3201224-0075983-0328991-5719983-3201221-6505A0244036 I need more information asap.
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 sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 17,...
2017. In the complaint Mr. [redacted] states the following: ? He made a purchase in July 2016, $49.77 of which was charged to his Dell Preferred Account (“DPA”). When his billing statement arrived though it had a printer on it as well which he did not order or receive. ? He has called customer service on multiple occasions and has been told his bill would be adjusted however it never was. DFS records indicate that on August 25, 2015 Mr. [redacted] applied and was approved for a DPA with a credit limit of $5,000.00 and a corresponding Annual Percentage Rate (APR) of 19.99%. Mr. [redacted] made 4 purchases with Dell totaling $1,925.30 between August and October 2015. He paid his DPA in full in January 2016. In July 2016, he made a purchase with Dell totaling $299.77, $49.77 of which was charged to his DPA. The printer purchase he references had been placed on his DPA in June 2016 in the amount of $64.68. Mr. [redacted]’s July 2016 billing statement reflected a balance of $114.45. Records indicate that Mr. [redacted] first contacted DFS regarding the order he did not place on September 29, 2016, and at that time a fraud investigation was opened. During the investigation it was determined that the order was not a result of fraud rather it was an order that posted to Mr. [redacted]’s DPA in error. On December 20, 2016 a credit of $64.68 posted to Mr. [redacted]’s account to adjust for the mis-posted order. Records indicate that customer service spoke with Mr. [redacted] on December 20, 2016 to advise of the credit. A late fee credit was processed as well in December 2016 and a follow-up email was sent to the customer on December 30, 2016 as promised. As DFS did not receive payment for Mr. [redacted]’s valid order, late fees and interest continued to accrue. Please note that we have now waived all subsequent late fee charges bringing Mr. [redacted]’s DPA balance to $58.21, which is $49.77 for the order and $8.84 in accrued interest. His next payment due date as reflected on his April 2017 billing statement is May 4, 2017. In addition we have submitted an update to the credit bureaus to remove the delinquent notations that have been reported as a result of this issue. Please allow 30 – 45 days for the changes to reflect on 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. If Mr. [redacted] should have any questions regarding his credit report he will need to contact Experian at ###-###-####, Equifax Page 2 at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states she made a purchase with Dell and provided her new address at...
that time however did not receive her monthly Dell Preferred Account (“DPA”) billing statements as they had gone to her old address. Dell Financial Services (“DFS”) records indicate Ms. [redacted] opened her DPA on July 13, 2011. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $1305.51. Ms. [redacted] then made an additional purchase totaling $113.42 on November 22, 2014. The address on file for Ms. [redacted]’s DPA is [redacted]. The address Ms. [redacted] provided to Dell at the time of her November 2014 purchase matches the address provided to the Revdex.com, however there is no record this address was provided to DFS. Since DFS was never notified of a change in billing address, the billing statements continued to be sent to the previous address. Please reference the terms and conditions regarding change of address: Change of Address. If you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at [redacted]. DFS did not receive payment after Ms. [redacted]’s November 2014 purchase until August 2016, when she made a payment in the amount of $113.42. Please note her DPA was closed due to delinquency on April 12, 2015, then subsequently charged-off when it became 180 days delinquent on July 13, 2015. The balance at the time of charge-off, due to accumulated late fees and interest was $371.75. Please be advised all fees assessed as well as the account closure and subsequent charge-off are valid according to the agreed upon terms and conditions of the Dell Preferred Account, therefore we must respectfully decline to remove the fees along with the negative credit reporting. As of the date of this letter Ms. [redacted]’s DPA balance is $258.33. DFS is accurately reporting Ms. [redacted]’s DPA tradeline to the credit bureaus as charged-off with a $258.33 balance. 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. Upon charge-off the account was assigned to United Recovery Systems. We ask that Ms. [redacted] contact United Recovery Systems at ###-###-#### for any questions regarding her account, or to make a payment. 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, Terry [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I have never been enrolled in paperless billing for a company and receive all my statements for all of my bills in the mail monthly. I never knew any late fees were being assessed because as far as I knew, my bill was being paid off monthly by My credit counseling company. Had I known even one late fee was charged, I would have called and looked into things right away and made sure matters were taken care of. I have paid the debt I owed in full to Dell through my credit counseling program and will not pay $1000's in late and overcharge fees when I never knew any were charged. I never signed up for paperless billing and never received a statement from them or an email after I consolidated my bills. It is bad business practice and not okay to charge all those fees without letting someone know. After a couple late fees were charged, wouldn't you think someone would call and inquire about what is going on?!? This is bad business practice and as a teacher, I will be sure to let people know about this experience. Again, I consolidated my bills after I had [redacted]. Here I thought I was doing the right thing by consolidating my bills only to find out Dell was taking advantage and charging fees without me knowing it. It is not okay and I will not pay anything more. This bill has been paid in full and my credit counseling program has documentation of all the payments made. They were never told the amount they paid monthly was late either...otherwise they could have handled that. This is not okay and very poor business practice.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states he made a purchase in March 2015 but stopped receiving billing statements in...
April 2015. He states that Dell deceptively changed his address causing him to not see his statements and the accrued interest on his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on March 1, 2015 Mr. [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 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 at the time the account was opened, Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $1522.10. One of the purchases from Mr. [redacted]’s order, in the amount of $527.76 was returned and a full credit was processed, therefore his first billing statement, dated March 15, 2015 reflected a DPA balance of $994.34. Please note that these purchases qualified for a promotional financing feature of no interest, if paid in full within 12 months. On March 24, 2015 Mr. [redacted] made two additional purchases, totaling $1066.13, which also qualified for a 12 month promotional financing feature. Mr. [redacted] returned another order from his initial purchase, totaling $466.36 and his April 2015 billing statement was mailed out reflecting a $1511.11 balance. This billing statement reflected the two promotional plans for which Mr. [redacted]’s purchases qualified. In April 2015 Mr. [redacted] made Dell purchases totaling $600.77 however he returned the entire purchase for a full credit, which was reflected on his June 2015 billing statement. In June and July 2015 Mr. [redacted] placed orders totaling $825.40 which did not qualify for promotional financing and were placed on a regular, interest bearing plan. Note that Mr. [redacted] returned one of these purchases, totaling $266.81, and the credit was reflected on his July 2015 billing statement. In order to avoid deferred interest charges the Total Dell Order amount was to be received by the promotional expiration date, which was April 10, 2016 for each of Mr. [redacted]’s two promotional financing plans. Mr. [redacted]’s last payment prior to the expiration of the promotions was March 4, 2016, in the amount of $103.00. Therefore Mr. [redacted]’s promotional financing plans, with balances of $762.39 and $200.69, respectively, expired resulting in deferred interest charges of $286.37 and $120.69 being assessed to the DPA on April 15, 2016. Please note the billing address Mr. [redacted] provided on his credit application was [redacted]
[redacted]. DFS received returned mail therefore updated Mr. [redacted]’s address to [redacted] on March 23, 2015, which was the current address listed on Mr. [redacted]’s credit report at that time. Mr. [redacted] did not contact DFS to advise that he had not been receiving billing statements until he sent an email on October 3, 2016 with this claim. At that time he was advised that statements were being mailed to the address on file but he may update this address by calling customer service. Mr. [redacted] did not call customer service until November 11, 2016, at which point his address was updated. At that time the house number was incorrectly updated, however on November Page 2 18, 2016 that was updated to the correct one, which matches the address Mr. [redacted] provided to your office. Please reference the terms and conditions regarding change of address: Change of Address. If you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at www.dellfinancialservices.com. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive and refund all interest from 2016. DFS received payment in the amount of $530.86 on December 16, 2016 which resulted in a credit balance of $92.48, for which we have processed a refund. Mr. [redacted]’s account balance is now zero and he can expect to receive a refund check for the credit balance in within 7-10 business days. Please note that DFS does not have record of the previous requests for all billing statements however we have provided them along with this response for reference. 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 the follow-up complaint from [redacted]. We appreciate the customers desire to have her concerns addressed to her satisfaction. We maintain policies and procedures to detect and prevent fraud and identity theft. These policies and procedures comply with applicable federal and state laws and are consistent with the standards of the consumer finance industry. No fraud relating to the credit application was indicated. The address that was provided when the credit application was submitted was [redacted] [redacted]. This is also the address that the orders were shipped to, and matches a previous address on Ms. [redacted]’s credit report. Dell Financial Services (“DFS”) does not require a signature when opening a Dell Preferred Account (“DPA”) as all accounts are opened online or by phone. Therefore the customer consents to submitting the application for credit either online or by phone. In Ms. [redacted]’s case authorization was requested by the sales representative prior to submitting the application. Not all sales calls are recorded therefore we would not be able to provide a recording of the call which resulted in the opening of Ms. [redacted]’s DPA. Ms. [redacted] was mailed her terms and conditions and Welcome Packet and had three days to reject the terms of the account if she did not agree to it or to the terms of the account. Regarding payments made to the account, as previously stated there were eighty-eight payments made to the account totaling $5957.00. We have verified that payments were made by Ms. [redacted] to this DPA. Again, 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, and the remaining account balance is valid therefore we must respectfully decline her request to remove this account from her credit report. If Ms. [redacted] feels that her DPA was opened fraudulently then she may fill out the attached fraud affidavit and fax it to DFS’ Asset Protection Department at ###-###-####, along with a police report. We hope this letter further explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I appreciate that you guys have refunded about $500 that includes the cost of free tablet and the interest charge. I understand that the laptop is not under the return policy - just like the playstation 4...
that you agreed to refund anyways. I would appreciate that if you can refund the laptop instead of the playstation if you have to chose one. The difficulties that I have been through with my finances and time due to the lack of communication from Dell has made me lose all the respect I had for Dell. I bought a desktop computer in 2007 from Dell and that computer still runs without any problems and the customer service I received was great. That was the reason I decided to buy laptop from Dell expecting the same response. However, the fact that I have spent more time talking to Dell customer service regarding the transaction than the actual time spent on the laptop I bought shows that what I was sold was not worth over $4,000. I respectfully ask you to please take this laptop back and refund me my money. That way if I do decide to buy a laptop from Dell in future, I would have something positive to associated with it.
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 a charge to his Dell Preferred Account...
(“DPA”), which he states he did not authorize. We regret any frustration that Mr. [redacted] feels he has experienced during his transactions and contacts with Dell Financial Services (“DFS”). As a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS 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. Records indicate that Mr. [redacted] spoke with Dell on April 08, 2015 and purchased a service contract extension in the amount of $349.57. An order for Complete Care insurance was then added on to the service contract extension on April 13, 2015 in the amount of $268.51. Records indicate that Mr. [redacted] called Dell and discussed this order on April 17, 2015, requesting a system replacement however a system replacement was denied. Mr. [redacted] did not dispute this purchase at that time. Mr. [redacted] contacted DFS with concerns regarding the April 13, 2015 order on May 12, 2015. At that time a fraud investigation was opened. Please note that 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. Mr. [redacted] contacted DFS three times between May 22, 2015 and July 14, 2015 regarding the status of the fraud investigation and was referred to Fraud. Please note that Mr. [redacted]’s fraud claim has been assigned to an investigator, and that the investigator spoke with him on July 10, 2015. When the investigator and Mr. [redacted] spoke he informed the investigator that he placed the orders but that he was under the impression that the amount of the orders was different. Please note that we have confirmed that Mr. [redacted] was charged the correct amounts for the orders purchased through Dell. Furthermore DFS has not suspected any fraudulent activity on Mr. [redacted]’s DPA. If he still has fraud related concerns he may contact Hope at ###-###-#### extension [redacted]. As of the date of this letter Mr. [redacted]’s DPA balance is $368.08. 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: I still have not received any refund from Dell Financial as of this date, despite the fact that I overpaid almost a month ago.
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 sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 25,...
2017. In the complaint Ms. [redacted] states the following: ? On April 3, 2017 she mistakenly sent a payment in the amount of $195.00 to DFS to pay her Dell Preferred Account (“DPA”) which has been paid off for 11 years. ? She has been calling 2 to 3 times a week and no one has been able to help her resolve this issue and get a refund sent to her. Please understand that DFS received the referenced payment however as we do not have an active account for Ms. [redacted] we refunded the funds back to the account from which they were paid. This refund was completed electronically on April 10, 2017. If Ms. [redacted] has not yet received these funds we recommend she contact her personal financial institution so that they may research on their end and provide the refund to her. We regret any inconvenience this matter may have caused to Ms. [redacted] and we 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
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. We appreciate the customers’ desire to have their concerns addressed to their satisfaction. As previously stated, Dell Financial Services (“DFS”) requires customers to contact us by phone once their profile is locked, for security purposes. We appreciate Ms. [redacted]’s willingness to contact DFS so that we may assist her with this issue. We regret any inconvenience this issue may have caused to Ms. [redacted] however please understand that DFS records indicate that the incorrect security response was entered twice prior to her profile being locked. Again, going forward, if Ms. [redacted] registers her device she will no longer be asked to answer the security questions, only her password. Although all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon terms and conditions, we have now waived her July late fee in the amount of $22 in order to resolve this issue. Please understand that although Ms. [redacted] filed her complaint with your office prior to her due date, payments are still required by the due date in order to avoid late payment fees. DFS responded to her complaint within the allotted timeframe by the Revdex.com however we waived her late fee in the interest of customer satisfaction. As of the date of this letter Ms. [redacted]’s DPA balance is $746.64. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. 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 Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] expresses concern regarding the billed deferred interest charges that have...
been assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on April 20, 2014 Mr. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr. [redacted] at the time his application for credit was approved. Our records indicate that Mr. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr. [redacted]’s credit agreement were mailed to him within 48 hours of his approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Mr. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time the account was opened Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $2582.83, which was qualified for a promotional financing feature of no interest, if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 02, 2015. Please note that Mr. [redacted] placed two (2) additional orders totaling $100.98 in July 2014. DFS received payment on May 02, 2015 in the amount of $170.00. This payment was not sufficient to pay off the remaining promotional plan balance of $496.81 therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr. [redacted]’s Dell Preferred Account in the amount of $315.17. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge Calculation. Please reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion period. We may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Mr. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: Page 2 “NOTE: Interest accrues at your standard rate of 19.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 19.99% (variable). Payments are applied to your total minimum payment due. Records indicate that Mr. [redacted] created an online DFS profile on May 14, 2014. At that time he set up an automatic payment to be withdrawn each month for the minimum payment plus an additional $150.00. Please understand that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $20.00 or 3% of the New Balance shown on your billing statement, rounded up to the next dollar. Therefore as the DPA balance decreased, so did the minimum payment amount, which in turn decreased the automatic payment that was withdrawn each month. There was a total of $2357.00 in payments made to the DPA prior to the May promotion expiration. Please understand that all fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however he spoke with a representative from customer care on July 15, 2015 and was given a $100.00 credit towards the deferred interest charges that were assessed to his DPA on May 07, 2015. After further review it appears that Mr. [redacted]’s intent was to pay the promotional balance within the promotional financing period, therefore we have now waived the remaining $215.71 in deferred interest charges as well. As of the date of this letter Mr. [redacted]’s DPA balance is $0.00. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [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 February 22,...
2017. In the complaint Ms. [redacted] states the following: ? Her account was referred to Collections and she was making payments however a judgment was placed against her. ? She reached a payment arrangement and was paying as agreed but later found that her account was reported to the credit bureaus. ? She states she was told that the company had merged and as a result some of her payments were not received. ? She would like this account removed from her credit report. DFS records indicate that on October 20, 2007 Ms. [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $1,500.00 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, 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. In April 2008 Ms. [redacted] placed an order with Dell for computer equipment totaling $626.75. Between January and June 2009 she made 4 additional purchases, totaling $1,316.35. Ms. [redacted]’s DPA was closed by DFS on June 24, 2009 and Ms. [redacted] was mailed an adverse action notice. The account was placed with Collections on March 17, 2010 when it first became delinquent. DFS received payment on March 18, 2010 and the account was removed from Collections, however when payment was not received by the April due date it was placed back in Collections. Ms. [redacted]’s account charged-off when it became 180 days delinquent on October 18, 2010. The DPA balance at the time of charge off was $1,736.03. On December 13, 2011 a Judgement was placed against Ms. [redacted] in the amount of $1,842.03. Records indicate that Ms. [redacted] made a total of $1,450.00 in payments through Fulton, Friedman & Gullance LLP after the judgement was placed, including two payments of $150.00 each by money order in February and March 2016. Fulton Friedman and Gullance LLP recently informed DFS of the 2 money orders and they have now been posted to the account. Ms. [redacted]’s DPA balance reflects $392.03. We do not have record of the August payment Ms. [redacted] references. The last payment we have record of Page 2 was in the amount of $150.00 on July 18, 2016. Because of the delay in posting of the prior money orders, we have made the decision to credit the remaining balance of $392.03. As a result of this, the balance is now $0 and we will be issuing a satisfaction of judgement to Ms. [redacted] as well. DFS has submitted an update to the credit reporting agencies to reflect Ms. [redacted]’s DPA as paid in full, was a charge off. Please allow 30 – 45 days for the changes to reflect on her credit report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Ms. [redacted] should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. In regard to Ms. [redacted]’s claim that an agent yelled at her when she contacted them recently and tried to make a payment, please note that DFS has no record of this phone call. The last contact Ms. [redacted] made with DFS was on December 20, 2010. We do apologize though if Ms. [redacted] was treated unprofessionally in any of her contacts with a third party. We regret any inconvenience this matter may have caused to Ms. [redacted]. 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
Complaint: 12121034
I am rejecting this response because:the $195.00 that was send to you had not been deposited back into my account.
Regards,
[redacted]
Please see the attached response and supporting documents.One Dell WayRound Rock, Texas 78682June 28, 2017Via Revdex.com Complaint HubCentral TX Revdex.com1005 La Posada DriveAustin, TX 78752Re: [redacted]Revdex.com Case#: [redacted]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 19, 2017.In the complaint Ms. [redacted] states the following: She purchased a concierge program from Dell however did not order a computer therefore requested a refund.She was told the purchase was credited to her account in December. She then paid her Dell Preferred Account (“DPA”) balance in January.She was advised that the refund posted to her old DPA and she feels she is owed a refund.She is missing her January and Eebruary billing statements. DES records indicate that on July 24, 2006 Ms. [redacted] opened a DPA. She placed 21 orders between July 2006 and April 2016 amounting to $5,931.24, however she received 7 credits for orders placed totaling $1,163.92. Please note that one of the purchases made was a Dell Technical Support Concierge charge in April 2016 for $140.00 but this purchase was credited in full in June 2016. Ms. [redacted] paid her DPA in full with a payment of $170.89 on July 25, 2016 and requested her account to be closed.Ms. [redacted] then contacted Dell on September 12, 2016 at which time she placed an order for technical support. As Ms. [redacted]’s previous DPA was closed per her request she had the option to apply for a new DPA. Ms. [redacted] applied and was approved for a new DPA and at that time placed her order totaling $389.22 using this payment method.Records indicate that Ms. [redacted] wrote to DES in November 2016 asking that her DPA be closed. A customer service representative called Ms. [redacted] on November 29, 2016 and closed her account per her request. Ms. [redacted] mentioned that she was seeking credit for her September purchase as well and a case was opened to provide the requested credit. Credits for Ms. [redacted]’s September purchase posted to her DPA on December 9th and 12th, 2016. Additionally Ms. [redacted] received credits for the interest ($20.49) and late fee charges ($94.00) that had posted to her account since her purchase. After all credits posted Ms. [redacted]’s DPA was left with a $1.22 credit balance, for which she was mailed a refund check on January 19, 2017.We hope this letter explains and resolves this matter. We have included Ms. [redacted]’s last two billing statements with this letter per her request. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification.Sincerely, Page 2 [redacted] Executive Services Dell Financial Services
Please see attached response and billing statement. 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 online Dell Financial...
Services (“DFS”) profile is locked and he is unable to call customer care to have it unlocked. Mr. [redacted] also states that he has requested, however has not received a copy of his Dell Preferred Account (“DPA”) billing statement. We regret any inconvenience Mr. [redacted] may have experienced as a result of this issue. Please understand that Mr. [redacted]’s online DFS profile was locked on September 13, 2015 when he failed to correctly answer the security questions that he set up on his profile. Please note that for security purposes, once an online DFS profile is locked DFS must speak with the customer by phone in order to unlock the profile. We understand that Mr. [redacted] does not have access to a phone and we apologize that there are no other options for unlocking his profile. If he does gain access to a phone he may contact us at ###-###-#### and we will assist in unlocking his profile. Records indicate that Mr. [redacted] has been enrolled in paperless billing since November 26, 2012. 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. The email address we have on file matches the one provided to the Revdex.com. Regarding Mr. [redacted]’s contention that he requested a copy of his billing statement recently and was sent a blank one three (3) times, please note that DFS does not have record of sending him a blank statement. Mr. [redacted] requested a copy of his statement on September 17 and 25, 2015 and records indicate that he was emailed a copy. We have attached a copy of his most recent billing statement for reference. If Mr. [redacted] should have additional questions regarding his Dell Preferred Account, or require further assistance, we ask that he contact one of our Customer Service representatives by phone, or email at www.DellFinancialServices.com. 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 the follow-up complaint from [redacted]. We appreciate the customers desire to have his concerns addressed to his satisfaction. Please understand that the letter Mr. [redacted] provided with his complaint does not state that the [redacted] [redacted] County Sheriff’s Department is accepting the case, it is simply a letter from the [redacted] County Sheriff’s Department to the [redacted] County Sheriff’s Department stating that Mr. [redacted] would be better served if they investigate as the suspect lives in [redacted] County’s jurisdiction. Upon receipt of Mr. [redacted]’s follow-up complaint we have called out to the [redacted] County Sheriff’s Department and found that they have not yet accepted the case or found any reason to believe that fraud was committed. The Sheriff’s department advised upon receiving the letter from the [redacted] County Sheriff’s Department that, as a favor to them they attempted to reach the alleged suspect, however they were unsuccessful. They would need to speak to the suspect in order to determine whether or not they believe fraud was committed. Until they do so this will be deemed a civil matter. Again, in order for DFS to accept the fraud claim we must receive a police report from the [redacted] County Sheriff’s Department stating that they are accepting the case. Unless [redacted] County accepts the case DFS will not be able to accept the fraud claim, and this matter will remain a civil one and Mr. [redacted] will remain liable for the DPA balance. We hope this letter further explains our position in this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states excess charges were removed from her Dell...
Preferred Account (“DPA”) and it was closed with a zero balance, however recently additional charges reappeared on her account. Dell Financial Services (“DFS”) records indicate on September 1, 2015 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $5000.00 and a corresponding APR of 19.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate Ms. [redacted] did not contact us to reject the DPA credit agreement. At the time of the account opening Ms. [redacted] placed two orders with Dell for a total amount of $1455.33. A credit in the amount of $81.75 was applied to Ms. [redacted]’s DPA for a portion of one of the orders on October 6, 2015. Ms. [redacted] then placed an order totaling $1764.59, $1554.60 of which was placed on her DPA, on December 15, 2015. On December 30, 2015 Ms. [redacted] contacted Dell in regards to returning her December 15th purchase and was offered a credit in order to save the sale, which she accepted. A credit in the amount of $81.75 was processed, however, instead of this credit posting to Ms. [redacted]’s DPA it was applied to the gift card used on her purchase. On December 21, 2015 an additional credit was processed in error in the amount of $128.24. DFS had a debit in the amount of $128.24 posted to Ms. [redacted]’s DPA on July 19, 2016 to adjust the error in the over-credit. On June 24, 2016 DFS applied the credit of $81.75 to her DPA as she stated she did not receive the credit to her gift card. Records indicate Ms. [redacted] made a payment in the amount of $1567.08 on February 10, 2016 which should have satisfied her remaining DPA balance, however she still had a remaining balance while DFS was in the process of applying credits due to her in the correct amounts. All adjustments were completed on July 19, 2016 and the DPA balance was zero at that time. Additionally her account was closed per her request on July 20, 2016. On September 2, 2016, though balance adjustments were incorrectly made which resulted in amounts of $128.24 and $81.75 once again being applied to her DPA. Appropriate credits have now been made and Ms. [redacted]’s DPA is once again at a zero balance. Please note we have submitted an update to the credit reporting agencies to remove any delinquent notations on Ms. [redacted]’s credit report as a result of this issue. Please allow 30-45 days for the update to be reflected on Ms. [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 Ms. [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. We are truly sorry for the inconvenience this matter may have caused to Ms. [redacted] and we thank her for bringing it to our attention. 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
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 account has yet to be credited for equipment she...
returned to Dell in November 2015. Records indicate that Ms. [redacted]’s October 20, 2015 purchase in the amount of $1577.94 was credited in full by Dell on January 11, 2016. Once Dell processes the credit it will post to the customer’s account in 2-3 business days. Records indicate that Dell did in fact receive Ms. [redacted]’s equipment on November 5, 2015, and although Dell does advise customer’s that the return could take up to 30 days to be processed it appears that the credit was processed outside of this timeframe. The credit posted to Ms. [redacted]’s Dell Business Credit (“DBC”) account on January 13, 2016. On behalf of Dell, we apologize for the delay. Please note that there were two late fees assessed between the time of purchase and the Dell credit, which were waived on January 15, 2016. A representative from customer service called Ms. [redacted] at that time to advise that her account was now at a zero balance. Please be advised that Dell has not reported any negative information to the credit agencies regarding Ms. [redacted]’s DBC account. If she should have any questions regarding her credit report, she would need to contact the agency who owns the report. Regarding Ms. [redacted]’s statement that she cannot log into her Dell Financial Services (“DFS”) account, please note that we do not show that her DBC account ending in 4609 was linked to an online profile. As of the date of this letter we have closed Ms. [redacted]’s DBC account per her request. We regret any inconvenience this may have caused to Ms. [redacted]. I hope this letter clarifies and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
[redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states that he was unable to log in to his online Dell...
Financial Services (“DFS”) profile, and upon contacting customer service was told he didn’t have a profile set up and that he would need to first create an online profile. He states that his Dell Preferred Account (“DPA”) was closed during the time he was attempting to create a profile and log in, and is requesting the account be reopened along with the removal of the negative credit reporting now that he has paid his DPA in full. On June 9, 2015 Mr. [redacted] applied and was approved for a DPA with a credit limit of $2500 and a corresponding variable Annual Percentage Rate (APR) of 29.99%. At that time Mr. [redacted] placed an order with Dell for computer equipment totaling $946.64. Mr. [redacted]’s first billing statement was generated on June 19, 2015 and had a payment due date of July 15, 2015. Please note that the billing statement contained instructions for paying online as well as mailing in a payment or paying by phone. There was no contact from Mr. [redacted] until September 17, 2015 when he emailed customer service stating that he was unable to access his online profile. He was advised that he had not yet created one, and was directed to the DFS website in order to do so. At that time Mr. [redacted] was also reminded of the other options he had to make a payment. On October 26, 2015 Mr. [redacted] again emailed customer service stating that he could not make a payment online. Again he was advised that there was no online profile created and was directed to the website in order to create one. He was again provided his other payment options at that time. On October 28, 2015 Mr. [redacted] replied to the customer service email stating that he received a message that his email was already linked to an online profile. At that time he was advised to contact customer service by phone in order to assist. There is no record of him contacting customer service by phone. On December 22, 2015, per Mr. [redacted]’s request in his complaint to have someone contact him by phone to assist him in creating an online profile, we have contacted him and assisted. Mr. [redacted]’s online profile creation has now been completed. Please note that DFS has no record of Mr. [redacted] previously creating, or attempting to create an online profile. DFS received Mr. [redacted]’s payment for the full DPA balance of $1083.25 on November 15, 2015. His account however, was closed due to delinquency on October 20, 2015 when it became 90 days delinquent. We are reporting his DPA to the credit agencies as paid in full and closed by credit grantor. We must respectfully decline to reopen the DPA and remove the negative reporting as the account closure and subsequent negative reporting is valid. Please note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the report. Currently, DFS submits account information to Experian, Equifax, TransUnion and Innovis. If Mr. [redacted] should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter 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: I have no idea what are these charges or who ordered the following items: A1739645983-3201224-0075983-0328991-5719983-3201221-6505A0244036 I need more information asap.
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 sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 17,...
2017. In the complaint Mr. [redacted] states the following: ? He made a purchase in July 2016, $49.77 of which was charged to his Dell Preferred Account (“DPA”). When his billing statement arrived though it had a printer on it as well which he did not order or receive. ? He has called customer service on multiple occasions and has been told his bill would be adjusted however it never was. DFS records indicate that on August 25, 2015 Mr. [redacted] applied and was approved for a DPA with a credit limit of $5,000.00 and a corresponding Annual Percentage Rate (APR) of 19.99%. Mr. [redacted] made 4 purchases with Dell totaling $1,925.30 between August and October 2015. He paid his DPA in full in January 2016. In July 2016, he made a purchase with Dell totaling $299.77, $49.77 of which was charged to his DPA. The printer purchase he references had been placed on his DPA in June 2016 in the amount of $64.68. Mr. [redacted]’s July 2016 billing statement reflected a balance of $114.45. Records indicate that Mr. [redacted] first contacted DFS regarding the order he did not place on September 29, 2016, and at that time a fraud investigation was opened. During the investigation it was determined that the order was not a result of fraud rather it was an order that posted to Mr. [redacted]’s DPA in error. On December 20, 2016 a credit of $64.68 posted to Mr. [redacted]’s account to adjust for the mis-posted order. Records indicate that customer service spoke with Mr. [redacted] on December 20, 2016 to advise of the credit. A late fee credit was processed as well in December 2016 and a follow-up email was sent to the customer on December 30, 2016 as promised. As DFS did not receive payment for Mr. [redacted]’s valid order, late fees and interest continued to accrue. Please note that we have now waived all subsequent late fee charges bringing Mr. [redacted]’s DPA balance to $58.21, which is $49.77 for the order and $8.84 in accrued interest. His next payment due date as reflected on his April 2017 billing statement is May 4, 2017. In addition we have submitted an update to the credit bureaus to remove the delinquent notations that have been reported as a result of this issue. Please allow 30 – 45 days for the changes to reflect on 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. If Mr. [redacted] should have any questions regarding his credit report he will need to contact Experian at ###-###-####, Equifax Page 2 at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states she made a purchase with Dell and provided her new address at...
that time however did not receive her monthly Dell Preferred Account (“DPA”) billing statements as they had gone to her old address. Dell Financial Services (“DFS”) records indicate Ms. [redacted] opened her DPA on July 13, 2011. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $1305.51. Ms. [redacted] then made an additional purchase totaling $113.42 on November 22, 2014. The address on file for Ms. [redacted]’s DPA is [redacted]. The address Ms. [redacted] provided to Dell at the time of her November 2014 purchase matches the address provided to the Revdex.com, however there is no record this address was provided to DFS. Since DFS was never notified of a change in billing address, the billing statements continued to be sent to the previous address. Please reference the terms and conditions regarding change of address: Change of Address. If you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at [redacted]. DFS did not receive payment after Ms. [redacted]’s November 2014 purchase until August 2016, when she made a payment in the amount of $113.42. Please note her DPA was closed due to delinquency on April 12, 2015, then subsequently charged-off when it became 180 days delinquent on July 13, 2015. The balance at the time of charge-off, due to accumulated late fees and interest was $371.75. Please be advised all fees assessed as well as the account closure and subsequent charge-off are valid according to the agreed upon terms and conditions of the Dell Preferred Account, therefore we must respectfully decline to remove the fees along with the negative credit reporting. As of the date of this letter Ms. [redacted]’s DPA balance is $258.33. DFS is accurately reporting Ms. [redacted]’s DPA tradeline to the credit bureaus as charged-off with a $258.33 balance. 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. Upon charge-off the account was assigned to United Recovery Systems. We ask that Ms. [redacted] contact United Recovery Systems at ###-###-#### for any questions regarding her account, or to make a payment. 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, Terry [redacted] Executive Services Dell Financial Services
Complaint: [redacted]
I am rejecting this response because:I have never been enrolled in paperless billing for a company and receive all my statements for all of my bills in the mail monthly. I never knew any late fees were being assessed because as far as I knew, my bill was being paid off monthly by My credit counseling company. Had I known even one late fee was charged, I would have called and looked into things right away and made sure matters were taken care of. I have paid the debt I owed in full to Dell through my credit counseling program and will not pay $1000's in late and overcharge fees when I never knew any were charged. I never signed up for paperless billing and never received a statement from them or an email after I consolidated my bills. It is bad business practice and not okay to charge all those fees without letting someone know. After a couple late fees were charged, wouldn't you think someone would call and inquire about what is going on?!? This is bad business practice and as a teacher, I will be sure to let people know about this experience. Again, I consolidated my bills after I had [redacted]. Here I thought I was doing the right thing by consolidating my bills only to find out Dell was taking advantage and charging fees without me knowing it. It is not okay and I will not pay anything more. This bill has been paid in full and my credit counseling program has documentation of all the payments made. They were never told the amount they paid monthly was late either...otherwise they could have handled that. This is not okay and very poor business practice.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In his complaint Mr. [redacted] states he made a purchase in March 2015 but stopped receiving billing statements in...
April 2015. He states that Dell deceptively changed his address causing him to not see his statements and the accrued interest on his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on March 1, 2015 Mr. [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 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 at the time the account was opened, Mr. [redacted] placed an equipment order with Dell for computer equipment totaling $1522.10. One of the purchases from Mr. [redacted]’s order, in the amount of $527.76 was returned and a full credit was processed, therefore his first billing statement, dated March 15, 2015 reflected a DPA balance of $994.34. Please note that these purchases qualified for a promotional financing feature of no interest, if paid in full within 12 months. On March 24, 2015 Mr. [redacted] made two additional purchases, totaling $1066.13, which also qualified for a 12 month promotional financing feature. Mr. [redacted] returned another order from his initial purchase, totaling $466.36 and his April 2015 billing statement was mailed out reflecting a $1511.11 balance. This billing statement reflected the two promotional plans for which Mr. [redacted]’s purchases qualified. In April 2015 Mr. [redacted] made Dell purchases totaling $600.77 however he returned the entire purchase for a full credit, which was reflected on his June 2015 billing statement. In June and July 2015 Mr. [redacted] placed orders totaling $825.40 which did not qualify for promotional financing and were placed on a regular, interest bearing plan. Note that Mr. [redacted] returned one of these purchases, totaling $266.81, and the credit was reflected on his July 2015 billing statement. In order to avoid deferred interest charges the Total Dell Order amount was to be received by the promotional expiration date, which was April 10, 2016 for each of Mr. [redacted]’s two promotional financing plans. Mr. [redacted]’s last payment prior to the expiration of the promotions was March 4, 2016, in the amount of $103.00. Therefore Mr. [redacted]’s promotional financing plans, with balances of $762.39 and $200.69, respectively, expired resulting in deferred interest charges of $286.37 and $120.69 being assessed to the DPA on April 15, 2016. Please note the billing address Mr. [redacted] provided on his credit application was [redacted]
[redacted]. DFS received returned mail therefore updated Mr. [redacted]’s address to [redacted] on March 23, 2015, which was the current address listed on Mr. [redacted]’s credit report at that time. Mr. [redacted] did not contact DFS to advise that he had not been receiving billing statements until he sent an email on October 3, 2016 with this claim. At that time he was advised that statements were being mailed to the address on file but he may update this address by calling customer service. Mr. [redacted] did not call customer service until November 11, 2016, at which point his address was updated. At that time the house number was incorrectly updated, however on November Page 2 18, 2016 that was updated to the correct one, which matches the address Mr. [redacted] provided to your office. Please reference the terms and conditions regarding change of address: Change of Address. If you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at www.dellfinancialservices.com. All fees assessed to Mr. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive and refund all interest from 2016. DFS received payment in the amount of $530.86 on December 16, 2016 which resulted in a credit balance of $92.48, for which we have processed a refund. Mr. [redacted]’s account balance is now zero and he can expect to receive a refund check for the credit balance in within 7-10 business days. Please note that DFS does not have record of the previous requests for all billing statements however we have provided them along with this response for reference. 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