Complaint: [redacted] I am rejecting this response because: Even as they state [redacted] was responsible That is fine! [redacted] closed the business on August 25th 2016!! This phone number belongs to a different business and wishes not to be contacted!!!!! Regards, [redacted] ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint Ms [redacted] states that her companies’ lease payments are not being applied correctly, which is causing one of their leases to fall behind on payments, while the other is aheadRecords indicate that [redacted] , ***has two leases with Dell Financial Services (“DFS”)Lease ending in commenced on January 28, and lease ending in commenced on July 31, Please understand that a separate invoice is mailed for each lease, each with one payment remittance slipDFS has been receiving three checks in one envelope with the remittance for lease ending in This has caused issues with how payments are being applied as the individual checks often did not match the total amount dueWhen the checks don’t match the total amount due on the invoice payments are applied per our payment hierarchy, with any past due being applied first before the current due is paidThis has resulted in some of the payments being applied to lease which then resulted in that lease being paid ahead while lease fell behindPlease note that Ms [redacted] has been in contact with a supervisor at DFS who has been working with her to ensure that all of her payments are applied correctlyMs [redacted] was advised that lease has been corrected and the lease has been disposedLease ending in is currently being corrected to ensure that all payments are applied appropriatelyMs [redacted] will be contacted by the supervisor that is working to correct the payment application issue on her lease once all corrections have been madeWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of the follcomplaint from [redacted] , originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 9, In the complaint Mr [redacted] states the following: ? He was told his late fee was credited and feels that he should only have $due currently, not $Please understand that when a late fee is waived as a courtesy for a customer, the minimum monthly payment is still required and the waiver amount does not affect thisMr [redacted] ’s March late fee was waived and is reflected on his April billing statementAs previously discussed, the late fee charge reflecting on his April billing statement is a result of payment not being received by the March 19, payment due dateAs a result, there is now a past due amount of $on his DPAPlease reference the terms and conditions regarding minimum paymentsPaymentYou promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this AgreementYou promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due DateWe will advise you of your Payment Due Date each month on your billing statementYour Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least days after the close of each Billing PeriodYour Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amountsYour Current Month Minimum Payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarAgain, all fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account (DPA)As of the date of this letter Mr [redacted] ’s DPA balance is $In order to avoid further late fees Mr [redacted] will need to make a payment of at least $by his May 19, payment due dateThis will be $for the current amount due and $for the past due amountWe hope this letter explains and resolves this matter with finalityPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because: Dell wants to only talk to my husband, the qualified buyerWe will complete the paperwork to allow me to speak on his behalfI am hoping that I am not too late and that this file is still openWe wish to continue this complaint Regards, [redacted] From: [redacted] Sent: Thursday, November 12, 8:PM [redacted] My husband called Dell today and added me as a authorized designeeAll should be set up correctlyThank you [redacted]
Complaint: [redacted] I am rejecting this response because: it still looks like my credit limit on my credit report was 500.00 and it looks like I went way over my credit limit with the high credit. Do not think its fair for Dell Financial Services to compare my account to other account holders to decrease my credit limit for no reason but only because you wanted to. Please fix this. I had always been a good customer. Regards, [redacted]
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint Mr [redacted] states that his automatic payment was not withdrawn as intended which led to two late fees to be assessed to his Dell Preferred Account (“DPA”)Dell Financial Services (“DFS”) records indicate that on November 30, Mr [redacted] applied and was approved for a DPA with a credit limit of $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 approvedOur records indicate that Mr [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Mr [redacted] ’s credit agreement were mailed to him within hours of his approval for creditPlease be advised that at the time of the account opening Mr [redacted] placed an order with Dell for computer equipment totaling $1701.25, $of which was placed on his DPAThis purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) monthsRecords indicate that Mr [redacted] logged into the DFS website on February 6, 2015, created an online profile and set up an automatic recurring paymentPlease understand that the DFS automatic recurring payment model will not allow for a payment to be set up for a set amount, rather the customer has the option to set their automatic payment for the minimum amount due plus an additional set amount if they chooseMr [redacted] initially set up his automatic payment to withdraw the minimum payment plus an additional $He also initially set his payment limit amount at $100.01, meaning that the system will not withdraw the payment if his minimum payment plus the additional amount set is higher than the payment limitPlease note that automatic payments or changes to automatic payments take effect the following billing cycleMr [redacted] made a one-time payment at this time as well in the amount of $On February 12, MrKoertteritz updated the payment limit for his automatic payment to $100.00, then on February 15, 2015, per MrKoertteritz’s automatic payment model, a payment in the amount of $($minimum payment plus $64.00) was withdrawnHis next payment was then withdrawn on March 15, for $($minimum payment plus $64.00)On March 23, Mr [redacted] updated his automatic payment to withdraw the minimum amount plus an additional $75.00, and on April 15, no payment was withdrawn because $plus the minimum due of $28.00, as reflected on his April billing statement, was more than the payment limit of $Mr [redacted] did not log on to the DFS website, nor did he contact customer care regarding a payment not being processed until June 30, At that time he spoke with a customer service representative who explained that payments were not processed as they were scheduled for more than the payment limitOn July 7, Mr [redacted] contacted customer service once again and this time made a payment of $300.00, and the representative with whom he spoke waived the phone pay fee as well as the $late feeThis payment along with the late fee waiver brought MrPage [redacted] ’s DPA balance down to $636.00, which brought his minimum payment down to $20.00; therefore his automatic payments (minimum payment plus $75.00) would be processed successfully going forwardRecords indicate that payments were withdrawn for $from July 16, through December 16, Mr [redacted] made a final payment of $on December 28, to pay off the remaining DPA balancePlease note that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarPaymentYou promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this AgreementYou promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due DateWe will advise you of your Payment Due Date each month on your billing statementYour Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least days after the close of each Billing PeriodYour Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amountsUntil March 1, 2011, your Current Month Minimum Payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarOn March 1, and after, your Current Month Minimum Payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarWhen customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statementPlease understand that all fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive the remaining late fee that was assessed on May 10, We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response and supporting document Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint Mr [redacted] states that he was told by his sales representative that his purchase was being placed on a four year contract, however after receiving a statement reflecting a $balance on a $purchase he called and was told he was approved for a revolving accountHe also states that he has been double-charged in random monthsRecords indicate that on July 30, 2012, Mr [redacted] applied and was qualified for a Dell Preferred Account (“DPA”) with a credit limit of $and an Annual Percentage Rate (APR) of 28.99%After applying for the DPA and upon approval, Mr [redacted] was advised that he was approved for the DPAThe terms of the credit agreement, including the APR, were disclosed to Mr [redacted] at the time his application for credit was approvedAt the time the account was opened an equipment order was placed with Dell for computer equipment totaling $Please see the attached transaction history that we have included for reference which includes all purchases, fees and paymentsPlease note that DFS does not have record of the random double charges that Mr [redacted] claims were assessed to his accountPlease note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessedCustomers can reduce the account balance faster by making payments larger than the minimum amount dueInstructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statementsAll fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account, therefore we must respectfully decline to consider the account paid in full as of AugustAs of the date of this letter, Mr [redacted] ’s DPA balance is $In regard to Mr [redacted] ’s account previously entering Collections, please note that DFS received incorrect banking information at the time the account was opened which led to four returned payments until Mr [redacted] contacted DFS and provided the correct info in January Please also note that after DFS received the correct banking information there were four payments returned due to insufficient fundsIn reference to Mr [redacted] ’s contention that he just recently received the first statement ever from us, please understand that we verified that statements are being generated and mailed to him at the address provided to the Revdex.com each monthWe hope this letter, along with the attached documentation helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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.comIn her complaint Ms [redacted] states her Dell Preferred Account (“DPA”) was debited to adjust for a second refund check mailed to her in error, however she states she only received one refund checkShe states this issue has now led to late fees and collection callsShe also states upon contacting Dell Financial Services (“DFS”) and being told the issue had been resolved, it still hasn’t, and she was treated unprofessionallyDFS records indicate Ms***’s DPA balance as reflected on her May billing statement was $On May 18, DFS received payment in the amount of $which satisfied the remaining DPA balanceOn June 2, a credit in the amount of $posted to her DPA, resulting in a credit balance of $for which DFS mailed Ms [redacted] a refund check on July 3, Records indicate this refund check was cashed by Ms [redacted] on July 11, Please understand Ms***’s DPA had previously been credited and then over-credited on December 16, and on February 25, for the Dell purchase in the amount of $plus taxThe June 2, over-credit was the third credit for the same purchaseOn August 16, DFS corrected the error in over-credits by debiting Ms***’s DPA for the over-credits in the amounts of $and $Ms [redacted] was then mailed a billing statement reflecting a balance of $on August 25, Please note her DPA balance has increased to $due to accrued late fees and interestWe regret any inconvenience Ms [redacted] may have experienced as a result of this issue but please understand DFS has reviewed her account history in detail and found the balance is accurateAdditionally, all fees assessed to Ms***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we waived the $late fee assessed to her DPA on December 20, We must respectfully decline to waive the remaining DPA balanceAs of the date of this letter Ms***’s DPA balance is $Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementRegarding the credit reporting of Ms***’s DPA tradeline, please note that her account is currently days past due and we are reporting this information accurately to the credit bureausWe must respectfully decline to remove the delinquent notations that have been reportedWhile DFS reports to the credit agencies, the credit report is the sole property of the agency generating the reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf 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 reportPlease be advised DFS only has record of one phone call from Ms [redacted] to discuss this issue, and during this call, on October 20, she was advised the debits to her account were validWe have no record of Ms [redacted] being told by a supervisor the issue was resolved by waiving two $feesPlease also note DFS does not have record of Ms [redacted] being treated unprofessionally, however we do apologize if she feels she wasWe strive to provide our customers with friendly and efficient service, and hope any future service opportunities result in her complete satisfactionWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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 monthlyI 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 companyHad 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 ofI 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 chargedI never signed up for paperless billing and never received a statement from them or an email after I consolidated my billsIt is bad business practice and not okay to charge all those fees without letting someone knowAfter 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 experienceAgain, 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 itIt is not okay and I will not pay anything moreThis bill has been paid in full and my credit counseling program has documentation of all the payments madeThey were never told the amount they paid monthly was late either...otherwise they could have handled thatThis is not okay and very poor business practice Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn 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 July 28, Mr [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $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 approvedOur records indicate that Mr [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Mr [redacted] ’s credit agreement were mailed to him within hours of his approval for creditThe terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate that Mr [redacted] did not contact us to reject the DPA credit agreementPlease be advised that at the time the account was opened, Mr [redacted] placed an equipment order with Dell for computer equipment totaling $896.76, which was qualified for a promotional financing feature of no interest, if paid in full within monthsMr [redacted] paid the Total Dell Order amount by the March 9, promotional expiration date and avoided deferred interest chargesMr [redacted] then made an additional purchase with Dell, totaling $1240.91, on April 5, This purchase was qualified for a special financing promotion of no interest, if paid in full within monthsIn order to avoid deferred interest charges the Total Dell Order amount was to be received by the May 9, promotional expiration dateDFS received payment on May 9, in the amount of $This payment was not sufficient to pay off the remaining promotional plan balance of $therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr [redacted] ’s Dell Preferred Account in the amount of $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 CalculationPlease 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 purchaseIf 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 periodWe may offer promotion periods of different lengths that we will announce from time to timeAdditionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined Page in a thickened box for Mr [redacted] ’s referencePlease also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 29.99% (variable) from purchase dateTo avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 29.99% (variable)Payments are applied to your total minimum payment dueRecords indicate that Mr [redacted] has been enrolled in paperless billing since August 18, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profileMr [redacted] ’s DPA is currently set up on auto-pay to withdraw the minimum payment plus an additional $All fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred AccountHowever, in an effort to ensure customer satisfaction DFS will honor the $waiver that was offered to him when he contacted customer service on May 16, Mr [redacted] may contact customer service once again if he wishes to accept the $courtesy waiverWe must respectfully decline to waive the entire deferred interest charge that was assessed to Mr [redacted] ’s DPA on May 13, As of the date of this letter, Mr [redacted] ’s account balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]
Please see the attached response Dear Revdex.com Representative: We are in receipt of the follcomplaint from [redacted] We appreciate the customers desire to have her concerns addressed to her satisfactionWe maintain policies and procedures to detect and prevent fraud and identity theftThese policies and procedures comply with applicable federal and state laws and are consistent with the standards of the consumer finance industryNo fraud relating to the credit application was indicatedThe address that was provided when the credit application was submitted was [redacted] *** [redacted] ***, [redacted] ***This is also the address that the orders were shipped to, and matches a previous address on Ms [redacted] ’s credit reportDell Financial Services (“DFS”) does not require a signature when opening a Dell Preferred Account (“DPA”) as all accounts are opened online or by phoneTherefore the customer consents to submitting the application for credit either online or by phoneIn Ms [redacted] ’s case authorization was requested by the sales representative prior to submitting the applicationNot 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 DPAMs [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 accountRegarding payments made to the account, as previously stated there were eighty-eight payments made to the account totaling $We have verified that payments were made by Ms [redacted] to this DPAAgain, 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 reportIf 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 reportWe hope this letter further explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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 BBB or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of a complaint from [redacted] ***, originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 17, In the complaint Ms [redacted] states the following: ? She purchased a computer under a special financing promotion and paid it off by the promotional expiration date however received a billing statement with interest charges and a late fee the following month? She emailed DFS her bank statement proving she paid on time and was told that the late fee had been waived, which she feels would take care of the interest charges as well? She was hung up on after hours on the phone trying to resolve this issue? She would like the balance waived, her credit updated and a letter stating this was the fault of DFSDFS records indicate that on May 2, Ms [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4,and a corresponding APR of 23.99%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 openingOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms of Ms***’s credit agreement were mailed to her within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Ms [redacted] did not contact us to reject the DPA credit agreementAt the time of account opening Ms [redacted] placed an order with Dell for computer equipment totaling $3,This purchase qualified for a promotional financing feature of no interest, if paid in full within monthsMs [redacted] paid the balance by the promotional expiration date and avoided interest charges to her DPAShe then made a $purchase in August This purchase was paid in full on October 10, Then on November 24, Ms [redacted] made a purchase with Dell in the amount of $This purchase qualified for a promotional financing feature of no interest, if paid in full within monthsDFS received payment in the amount of $on May 13, which would have satisfied the remaining promotional balance by the promotion expiration date of June 11, however this payment was received after Ms***’s May 11, due date as listed on her April billing statementBecause payment was received late there was a $late fee charge assessed and Ms***’s May billing statement was mailed reflecting the balance consisting of this late feeDue to this late fee Ms [redacted] still had a remaining promotional balance when her promotion expired on June 11, therefore her DPA was assessed deferred interest in the amount of $Page When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statementPlease note that Ms***’s DPA was closed due to delinquency on October 16, 2016, then charged-off with a $balance on December 19, All fees assessed to Ms***’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account, however during her call with customer service on June 12, the late fee that was assessed in May in the amount of $was waivedPlease note that this did not and should not have reversed the deferred interest charges as those were valid due to there being a remaining promotional balance at the time of promotion expirationThe late fee waiver was processed as a courtesyIn an effort to ensure customer satisfaction, we have now processed a waiver of the $in deferred interest due based on the fact that Ms [redacted] did pay her promotional balance but was just two days late which led to the additional feesAdditionally we are in the process of reversing the charge-off on Ms***’s DPA, along with all subsequent feesOnce the charge-off reversal is completed, which can take up to days, we will submit an update to the credit reporting agencies to report Ms***’s DPA as open and currentOnce submitted we ask that Ms [redacted] allow 30-days for the update to be reflected on her credit reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf 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 reportWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because:I appreciate that you guys have refunded about $that includes the cost of free tablet and the interest chargeI understand that the laptop is not under the return policy - just like the playstation that you agreed to refund anywaysI would appreciate that if you can refund the laptop instead of the playstation if you have to chose oneThe 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 DellI bought a desktop computer in from Dell and that computer still runs without any problems and the customer service I received was greatThat was the reason I decided to buy laptop from Dell expecting the same responseHowever, 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,I respectfully ask you to please take this laptop back and refund me my moneyThat 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 letter and supporting documentationDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.comIn her complaint Ms*** states her Dell Preferred Account (“DPA”) was sent to
Collections although she never received a billing statement or any contact from Dell after making her purchase of a $tablet. Dell Financial Services (“DFS”) records indicate Ms*** opened her DPA on February 1, At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $1389.29. There were then fifteen additional purchases made between October and January totaling $It appears the last time Ms*** updated her billing address on her DPA was in March when it was updated to the address currently on the account, and the address billing statements were being mailed to, which is ** *** *** *** ** ***The address Ms*** provided to Dell to have the tablet shipped to in January does not match the address provided to the Revdex.comThere is no record that Ms*** provided this address to either Dell or DFSSince DFS was never notified of a change in billing address, the billing statements continued to be sent to the previous addressPlease reference the terms and conditions regarding change of address: Change of AddressIf 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. Please note DFS received six payments totaling $between March and September 2015, which was after she made her last purchase in January Records indicate Ms***’s account was closed due to delinquency when it became days delinquent on March 7, The DPA was later charged-off on May 9, The balance at the time of charge-off was $due to accumulated late fees and interest chargesPlease note billing statements are no longer generated and mailed out once an account is charged-offWe have included the first billing statement after Ms***’s most recent purchase, as well as the last statement before her DPA charged-off, for reference. 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 reduce the balance to the amount prior to being sent to CollectionsAs of the date of this letter Ms***’s DPA balance is $659.71. Upon charge-off the account was assigned to United Recovery SystemsRegarding Ms*** calling DFS and being transferred, please understand Customer Service agents are instructed to transfer customer’s to the assigned collection agency if their account is delinquentWe have reviewed the available call recording between Ms*** and the United Recovery Systems representative and it appears the call was disconnected prematurely, and we do apologize on their behalf. Page 2 We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached letter Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.comIn her complaint Ms*** states that Dell Financial Services (“DFS”) was paid $a month
through a credit consolidation company beginning in January however her Dell Preferred Account (“DPA”) still has a high balanceShe states that she was contacted recently by *** *** *** in regards to the balance. On September 12, Ms*** applied and was approved for a DPA with a credit limit of $3,and a corresponding Annual Percentage Rate (APR) of 27.99%The terms of the credit agreement, including the APR, were disclosed to Ms*** and she accepted these at the time her application for credit was approvedThe terms and conditions were also mailed to Ms***. At the time of credit approval, Ms*** placed an order with Dell totaling $Records indicate that she made four (4) additional purchases between June and January totaling $1454.28. Please understand that although DFS accepts payments from a third party such as a Credit Counseling Company, we do not participate in Credit Counseling ProgramsPlease understand that acceptance of payments from a third party does not change the terms of the contract in any wayAs long as the payments from a third party meet the terms of the contract (i.ethe total minimum payment due) the account would not be assessed late feesFurthermore DFS has no record of advising Ms*** that an agreement with a Credit Counseling Company was accepted. The terms of the DPA, provide that the customer is required to make minimum monthly payments by the payment due date each monthAfter reviewing Ms***’s payment history, DFS finds that her minimum monthly payment amount was received late on forty-one (41) occasions, totaling $in late fee chargesPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers DPAPlease reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Ms***’s DPA was included in an account portfolio that was sold to *** *** *** on April 05, The balance at the time of sale was $Because we no longer own Ms. ***’s account and are no longer reporting information to the credit bureaus regarding it, should she wish to discuss her account further, she should contact *** *** *** at 888-772-7326. In regards to not receiving billing statements, Records indicate that Ms*** has been enrolled in paperless billing since December 07, Please understand that since that time until her account charged-off on November 17, 2014, her billing statements have not been mailed, rather they were available for viewing online each monthMs*** would have received a monthly email notification that her statement was available to view on the DFS website by logging in to her online profile. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response and additional docDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that he has not received a billing statement since
November 2015. Dell Financial Services (“DFS”) records indicate that Mr*** opened his Dell Preferred Account (“DPA”) on July 18, Mr*** applied and was qualified for a DPA with a credit limit of $and an APR of 29.99% at the time of credit approvalAfter applying for the Dell Preferred account and upon approval, Mr*** was advised that he was approved for the Dell Preferred AccountHe was then disclosed the credit limit and APR for which he qualified. Please note that DFS does not have record of any address updates to Mr***’s DPAThe address that DFS has on file matches the address that Mr*** provided to the Revdex.comRecords indicate that billing statements are mailed to this address on the 21st of each monthFor reference we have provided the five (5) billing statements that have been mailed out since November We recommend that Mr*** contact his local post office as they may be able to provide insight as to the reason he is not receiving some of his mail. Mr***’s DPA was current until December 17, when payment was not received by his December 16th due date as reflected on his November billing statementMr***’s DPA is currently $past due, and has a total payment of $due by his next payment due date of April 16, 2016. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountThere have been four (4) late fees totaling $assessed to Mr***’s DPA since December Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that DFS has record of only one contact regarding this issueRecords indicate that Mrs*** spoke with Collections on March 30, 2016, at which point she was offered a program that would have resulted in a late fee waiver and the account becoming current within 3 monthsMrs*** declined the program and disconnected the call thoughIf Mror Mrs*** wishes to discuss the program once again we ask that they contact Collections at ###-###-####. All fees assessed to Mr***’s account have been assessed in accordance with the agreed upon terms and conditions of the DPAAs of the date of this letter, Mr***’s DPA balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Page 2 We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
please see the attached response
Complaint: [redacted] I am rejecting this response because: Even as they state [redacted] was responsible That is fine! [redacted] closed the business on August 25th 2016!! This phone number belongs to a different business and wishes not to be contacted!!!!! Regards, [redacted] ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint Ms [redacted] states that her companies’ lease payments are not being applied correctly, which is causing one of their leases to fall behind on payments, while the other is aheadRecords indicate that [redacted] , ***has two leases with Dell Financial Services (“DFS”)Lease ending in commenced on January 28, and lease ending in commenced on July 31, Please understand that a separate invoice is mailed for each lease, each with one payment remittance slipDFS has been receiving three checks in one envelope with the remittance for lease ending in This has caused issues with how payments are being applied as the individual checks often did not match the total amount dueWhen the checks don’t match the total amount due on the invoice payments are applied per our payment hierarchy, with any past due being applied first before the current due is paidThis has resulted in some of the payments being applied to lease which then resulted in that lease being paid ahead while lease fell behindPlease note that Ms [redacted] has been in contact with a supervisor at DFS who has been working with her to ensure that all of her payments are applied correctlyMs [redacted] was advised that lease has been corrected and the lease has been disposedLease ending in is currently being corrected to ensure that all payments are applied appropriatelyMs [redacted] will be contacted by the supervisor that is working to correct the payment application issue on her lease once all corrections have been madeWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of the follcomplaint from [redacted] , originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 9, In the complaint Mr [redacted] states the following: ? He was told his late fee was credited and feels that he should only have $due currently, not $Please understand that when a late fee is waived as a courtesy for a customer, the minimum monthly payment is still required and the waiver amount does not affect thisMr [redacted] ’s March late fee was waived and is reflected on his April billing statementAs previously discussed, the late fee charge reflecting on his April billing statement is a result of payment not being received by the March 19, payment due dateAs a result, there is now a past due amount of $on his DPAPlease reference the terms and conditions regarding minimum paymentsPaymentYou promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this AgreementYou promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due DateWe will advise you of your Payment Due Date each month on your billing statementYour Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least days after the close of each Billing PeriodYour Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amountsYour Current Month Minimum Payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarAgain, all fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account (DPA)As of the date of this letter Mr [redacted] ’s DPA balance is $In order to avoid further late fees Mr [redacted] will need to make a payment of at least $by his May 19, payment due dateThis will be $for the current amount due and $for the past due amountWe hope this letter explains and resolves this matter with finalityPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because: Dell wants to only talk to my husband, the qualified buyerWe will complete the paperwork to allow me to speak on his behalfI am hoping that I am not too late and that this file is still openWe wish to continue this complaint Regards, [redacted] From: [redacted] Sent: Thursday, November 12, 8:PM [redacted] My husband called Dell today and added me as a authorized designeeAll should be set up correctlyThank you [redacted]
Complaint: [redacted] I am rejecting this response because: it still looks like my credit limit on my credit report was 500.00 and it looks like I went way over my credit limit with the high credit. Do not think its fair for Dell Financial Services to compare my account to other account holders to decrease my credit limit for no reason but only because you wanted to. Please fix this. I had always been a good customer. Regards, [redacted]
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint Mr [redacted] states that his automatic payment was not withdrawn as intended which led to two late fees to be assessed to his Dell Preferred Account (“DPA”)Dell Financial Services (“DFS”) records indicate that on November 30, Mr [redacted] applied and was approved for a DPA with a credit limit of $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 approvedOur records indicate that Mr [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Mr [redacted] ’s credit agreement were mailed to him within hours of his approval for creditPlease be advised that at the time of the account opening Mr [redacted] placed an order with Dell for computer equipment totaling $1701.25, $of which was placed on his DPAThis purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) monthsRecords indicate that Mr [redacted] logged into the DFS website on February 6, 2015, created an online profile and set up an automatic recurring paymentPlease understand that the DFS automatic recurring payment model will not allow for a payment to be set up for a set amount, rather the customer has the option to set their automatic payment for the minimum amount due plus an additional set amount if they chooseMr [redacted] initially set up his automatic payment to withdraw the minimum payment plus an additional $He also initially set his payment limit amount at $100.01, meaning that the system will not withdraw the payment if his minimum payment plus the additional amount set is higher than the payment limitPlease note that automatic payments or changes to automatic payments take effect the following billing cycleMr [redacted] made a one-time payment at this time as well in the amount of $On February 12, MrKoertteritz updated the payment limit for his automatic payment to $100.00, then on February 15, 2015, per MrKoertteritz’s automatic payment model, a payment in the amount of $($minimum payment plus $64.00) was withdrawnHis next payment was then withdrawn on March 15, for $($minimum payment plus $64.00)On March 23, Mr [redacted] updated his automatic payment to withdraw the minimum amount plus an additional $75.00, and on April 15, no payment was withdrawn because $plus the minimum due of $28.00, as reflected on his April billing statement, was more than the payment limit of $Mr [redacted] did not log on to the DFS website, nor did he contact customer care regarding a payment not being processed until June 30, At that time he spoke with a customer service representative who explained that payments were not processed as they were scheduled for more than the payment limitOn July 7, Mr [redacted] contacted customer service once again and this time made a payment of $300.00, and the representative with whom he spoke waived the phone pay fee as well as the $late feeThis payment along with the late fee waiver brought MrPage [redacted] ’s DPA balance down to $636.00, which brought his minimum payment down to $20.00; therefore his automatic payments (minimum payment plus $75.00) would be processed successfully going forwardRecords indicate that payments were withdrawn for $from July 16, through December 16, Mr [redacted] made a final payment of $on December 28, to pay off the remaining DPA balancePlease note that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarPaymentYou promise to pay us for all purchases charged to your Account plus any Interest charge and any other charges that may be assessed as provided in this AgreementYou promise to pay at least the Total Minimum Payment Due as shown on your billing statement each month by the Payment Due DateWe will advise you of your Payment Due Date each month on your billing statementYour Payment Due Date will be the same day of the month for each monthly Billing Period and will be at least days after the close of each Billing PeriodYour Total Minimum Payment Due will include the Current Month Minimum Payment and all past due amountsUntil March 1, 2011, your Current Month Minimum Payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarOn March 1, and after, your Current Month Minimum Payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarWhen customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statementPlease understand that all fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to waive the remaining late fee that was assessed on May 10, We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response and supporting document Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint Mr [redacted] states that he was told by his sales representative that his purchase was being placed on a four year contract, however after receiving a statement reflecting a $balance on a $purchase he called and was told he was approved for a revolving accountHe also states that he has been double-charged in random monthsRecords indicate that on July 30, 2012, Mr [redacted] applied and was qualified for a Dell Preferred Account (“DPA”) with a credit limit of $and an Annual Percentage Rate (APR) of 28.99%After applying for the DPA and upon approval, Mr [redacted] was advised that he was approved for the DPAThe terms of the credit agreement, including the APR, were disclosed to Mr [redacted] at the time his application for credit was approvedAt the time the account was opened an equipment order was placed with Dell for computer equipment totaling $Please see the attached transaction history that we have included for reference which includes all purchases, fees and paymentsPlease note that DFS does not have record of the random double charges that Mr [redacted] claims were assessed to his accountPlease note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessedCustomers can reduce the account balance faster by making payments larger than the minimum amount dueInstructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statementsAll fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account, therefore we must respectfully decline to consider the account paid in full as of AugustAs of the date of this letter, Mr [redacted] ’s DPA balance is $In regard to Mr [redacted] ’s account previously entering Collections, please note that DFS received incorrect banking information at the time the account was opened which led to four returned payments until Mr [redacted] contacted DFS and provided the correct info in January Please also note that after DFS received the correct banking information there were four payments returned due to insufficient fundsIn reference to Mr [redacted] ’s contention that he just recently received the first statement ever from us, please understand that we verified that statements are being generated and mailed to him at the address provided to the Revdex.com each monthWe hope this letter, along with the attached documentation helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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.comIn her complaint Ms [redacted] states her Dell Preferred Account (“DPA”) was debited to adjust for a second refund check mailed to her in error, however she states she only received one refund checkShe states this issue has now led to late fees and collection callsShe also states upon contacting Dell Financial Services (“DFS”) and being told the issue had been resolved, it still hasn’t, and she was treated unprofessionallyDFS records indicate Ms***’s DPA balance as reflected on her May billing statement was $On May 18, DFS received payment in the amount of $which satisfied the remaining DPA balanceOn June 2, a credit in the amount of $posted to her DPA, resulting in a credit balance of $for which DFS mailed Ms [redacted] a refund check on July 3, Records indicate this refund check was cashed by Ms [redacted] on July 11, Please understand Ms***’s DPA had previously been credited and then over-credited on December 16, and on February 25, for the Dell purchase in the amount of $plus taxThe June 2, over-credit was the third credit for the same purchaseOn August 16, DFS corrected the error in over-credits by debiting Ms***’s DPA for the over-credits in the amounts of $and $Ms [redacted] was then mailed a billing statement reflecting a balance of $on August 25, Please note her DPA balance has increased to $due to accrued late fees and interestWe regret any inconvenience Ms [redacted] may have experienced as a result of this issue but please understand DFS has reviewed her account history in detail and found the balance is accurateAdditionally, all fees assessed to Ms***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we waived the $late fee assessed to her DPA on December 20, We must respectfully decline to waive the remaining DPA balanceAs of the date of this letter Ms***’s DPA balance is $Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementRegarding the credit reporting of Ms***’s DPA tradeline, please note that her account is currently days past due and we are reporting this information accurately to the credit bureausWe must respectfully decline to remove the delinquent notations that have been reportedWhile DFS reports to the credit agencies, the credit report is the sole property of the agency generating the reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf 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 reportPlease be advised DFS only has record of one phone call from Ms [redacted] to discuss this issue, and during this call, on October 20, she was advised the debits to her account were validWe have no record of Ms [redacted] being told by a supervisor the issue was resolved by waiving two $feesPlease also note DFS does not have record of Ms [redacted] being treated unprofessionally, however we do apologize if she feels she wasWe strive to provide our customers with friendly and efficient service, and hope any future service opportunities result in her complete satisfactionWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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 monthlyI 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 companyHad 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 ofI 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 chargedI never signed up for paperless billing and never received a statement from them or an email after I consolidated my billsIt is bad business practice and not okay to charge all those fees without letting someone knowAfter 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 experienceAgain, 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 itIt is not okay and I will not pay anything moreThis bill has been paid in full and my credit counseling program has documentation of all the payments madeThey were never told the amount they paid monthly was late either...otherwise they could have handled thatThis is not okay and very poor business practice Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn 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 July 28, Mr [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $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 approvedOur records indicate that Mr [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Mr [redacted] ’s credit agreement were mailed to him within hours of his approval for creditThe terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate that Mr [redacted] did not contact us to reject the DPA credit agreementPlease be advised that at the time the account was opened, Mr [redacted] placed an equipment order with Dell for computer equipment totaling $896.76, which was qualified for a promotional financing feature of no interest, if paid in full within monthsMr [redacted] paid the Total Dell Order amount by the March 9, promotional expiration date and avoided deferred interest chargesMr [redacted] then made an additional purchase with Dell, totaling $1240.91, on April 5, This purchase was qualified for a special financing promotion of no interest, if paid in full within monthsIn order to avoid deferred interest charges the Total Dell Order amount was to be received by the May 9, promotional expiration dateDFS received payment on May 9, in the amount of $This payment was not sufficient to pay off the remaining promotional plan balance of $therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr [redacted] ’s Dell Preferred Account in the amount of $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 CalculationPlease 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 purchaseIf 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 periodWe may offer promotion periods of different lengths that we will announce from time to timeAdditionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined Page in a thickened box for Mr [redacted] ’s referencePlease also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 29.99% (variable) from purchase dateTo avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 29.99% (variable)Payments are applied to your total minimum payment dueRecords indicate that Mr [redacted] has been enrolled in paperless billing since August 18, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profileMr [redacted] ’s DPA is currently set up on auto-pay to withdraw the minimum payment plus an additional $All fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred AccountHowever, in an effort to ensure customer satisfaction DFS will honor the $waiver that was offered to him when he contacted customer service on May 16, Mr [redacted] may contact customer service once again if he wishes to accept the $courtesy waiverWe must respectfully decline to waive the entire deferred interest charge that was assessed to Mr [redacted] ’s DPA on May 13, As of the date of this letter, Mr [redacted] ’s account balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted]
Please see the attached response Dear Revdex.com Representative: We are in receipt of the follcomplaint from [redacted] We appreciate the customers desire to have her concerns addressed to her satisfactionWe maintain policies and procedures to detect and prevent fraud and identity theftThese policies and procedures comply with applicable federal and state laws and are consistent with the standards of the consumer finance industryNo fraud relating to the credit application was indicatedThe address that was provided when the credit application was submitted was [redacted] *** [redacted] ***, [redacted] ***This is also the address that the orders were shipped to, and matches a previous address on Ms [redacted] ’s credit reportDell Financial Services (“DFS”) does not require a signature when opening a Dell Preferred Account (“DPA”) as all accounts are opened online or by phoneTherefore the customer consents to submitting the application for credit either online or by phoneIn Ms [redacted] ’s case authorization was requested by the sales representative prior to submitting the applicationNot 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 DPAMs [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 accountRegarding payments made to the account, as previously stated there were eighty-eight payments made to the account totaling $We have verified that payments were made by Ms [redacted] to this DPAAgain, 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 reportIf 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 reportWe hope this letter further explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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 BBB or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of a complaint from [redacted] ***, originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 17, In the complaint Ms [redacted] states the following: ? She purchased a computer under a special financing promotion and paid it off by the promotional expiration date however received a billing statement with interest charges and a late fee the following month? She emailed DFS her bank statement proving she paid on time and was told that the late fee had been waived, which she feels would take care of the interest charges as well? She was hung up on after hours on the phone trying to resolve this issue? She would like the balance waived, her credit updated and a letter stating this was the fault of DFSDFS records indicate that on May 2, Ms [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4,and a corresponding APR of 23.99%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 openingOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms of Ms***’s credit agreement were mailed to her within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Ms [redacted] did not contact us to reject the DPA credit agreementAt the time of account opening Ms [redacted] placed an order with Dell for computer equipment totaling $3,This purchase qualified for a promotional financing feature of no interest, if paid in full within monthsMs [redacted] paid the balance by the promotional expiration date and avoided interest charges to her DPAShe then made a $purchase in August This purchase was paid in full on October 10, Then on November 24, Ms [redacted] made a purchase with Dell in the amount of $This purchase qualified for a promotional financing feature of no interest, if paid in full within monthsDFS received payment in the amount of $on May 13, which would have satisfied the remaining promotional balance by the promotion expiration date of June 11, however this payment was received after Ms***’s May 11, due date as listed on her April billing statementBecause payment was received late there was a $late fee charge assessed and Ms***’s May billing statement was mailed reflecting the balance consisting of this late feeDue to this late fee Ms [redacted] still had a remaining promotional balance when her promotion expired on June 11, therefore her DPA was assessed deferred interest in the amount of $Page When customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statementPlease note that Ms***’s DPA was closed due to delinquency on October 16, 2016, then charged-off with a $balance on December 19, All fees assessed to Ms***’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred Account, however during her call with customer service on June 12, the late fee that was assessed in May in the amount of $was waivedPlease note that this did not and should not have reversed the deferred interest charges as those were valid due to there being a remaining promotional balance at the time of promotion expirationThe late fee waiver was processed as a courtesyIn an effort to ensure customer satisfaction, we have now processed a waiver of the $in deferred interest due based on the fact that Ms [redacted] did pay her promotional balance but was just two days late which led to the additional feesAdditionally we are in the process of reversing the charge-off on Ms***’s DPA, along with all subsequent feesOnce the charge-off reversal is completed, which can take up to days, we will submit an update to the credit reporting agencies to report Ms***’s DPA as open and currentOnce submitted we ask that Ms [redacted] allow 30-days for the update to be reflected on her credit reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf 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 reportWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because:I appreciate that you guys have refunded about $that includes the cost of free tablet and the interest chargeI understand that the laptop is not under the return policy - just like the playstation that you agreed to refund anywaysI would appreciate that if you can refund the laptop instead of the playstation if you have to chose oneThe 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 DellI bought a desktop computer in from Dell and that computer still runs without any problems and the customer service I received was greatThat was the reason I decided to buy laptop from Dell expecting the same responseHowever, 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,I respectfully ask you to please take this laptop back and refund me my moneyThat 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 letter and supporting documentationDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.comIn her complaint Ms*** states her Dell Preferred Account (“DPA”) was sent to
Collections although she never received a billing statement or any contact from Dell after making her purchase of a $tablet. Dell Financial Services (“DFS”) records indicate Ms*** opened her DPA on February 1, At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $1389.29. There were then fifteen additional purchases made between October and January totaling $It appears the last time Ms*** updated her billing address on her DPA was in March when it was updated to the address currently on the account, and the address billing statements were being mailed to, which is ** *** *** *** ** ***The address Ms*** provided to Dell to have the tablet shipped to in January does not match the address provided to the Revdex.comThere is no record that Ms*** provided this address to either Dell or DFSSince DFS was never notified of a change in billing address, the billing statements continued to be sent to the previous addressPlease reference the terms and conditions regarding change of address: Change of AddressIf 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. Please note DFS received six payments totaling $between March and September 2015, which was after she made her last purchase in January Records indicate Ms***’s account was closed due to delinquency when it became days delinquent on March 7, The DPA was later charged-off on May 9, The balance at the time of charge-off was $due to accumulated late fees and interest chargesPlease note billing statements are no longer generated and mailed out once an account is charged-offWe have included the first billing statement after Ms***’s most recent purchase, as well as the last statement before her DPA charged-off, for reference. 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 reduce the balance to the amount prior to being sent to CollectionsAs of the date of this letter Ms***’s DPA balance is $659.71. Upon charge-off the account was assigned to United Recovery SystemsRegarding Ms*** calling DFS and being transferred, please understand Customer Service agents are instructed to transfer customer’s to the assigned collection agency if their account is delinquentWe have reviewed the available call recording between Ms*** and the United Recovery Systems representative and it appears the call was disconnected prematurely, and we do apologize on their behalf. Page 2 We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached letter Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.comIn her complaint Ms*** states that Dell Financial Services (“DFS”) was paid $a month
through a credit consolidation company beginning in January however her Dell Preferred Account (“DPA”) still has a high balanceShe states that she was contacted recently by *** *** *** in regards to the balance. On September 12, Ms*** applied and was approved for a DPA with a credit limit of $3,and a corresponding Annual Percentage Rate (APR) of 27.99%The terms of the credit agreement, including the APR, were disclosed to Ms*** and she accepted these at the time her application for credit was approvedThe terms and conditions were also mailed to Ms***. At the time of credit approval, Ms*** placed an order with Dell totaling $Records indicate that she made four (4) additional purchases between June and January totaling $1454.28. Please understand that although DFS accepts payments from a third party such as a Credit Counseling Company, we do not participate in Credit Counseling ProgramsPlease understand that acceptance of payments from a third party does not change the terms of the contract in any wayAs long as the payments from a third party meet the terms of the contract (i.ethe total minimum payment due) the account would not be assessed late feesFurthermore DFS has no record of advising Ms*** that an agreement with a Credit Counseling Company was accepted. The terms of the DPA, provide that the customer is required to make minimum monthly payments by the payment due date each monthAfter reviewing Ms***’s payment history, DFS finds that her minimum monthly payment amount was received late on forty-one (41) occasions, totaling $in late fee chargesPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers DPAPlease reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Ms***’s DPA was included in an account portfolio that was sold to *** *** *** on April 05, The balance at the time of sale was $Because we no longer own Ms. ***’s account and are no longer reporting information to the credit bureaus regarding it, should she wish to discuss her account further, she should contact *** *** *** at 888-772-7326. In regards to not receiving billing statements, Records indicate that Ms*** has been enrolled in paperless billing since December 07, Please understand that since that time until her account charged-off on November 17, 2014, her billing statements have not been mailed, rather they were available for viewing online each monthMs*** would have received a monthly email notification that her statement was available to view on the DFS website by logging in to her online profile. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response and additional docDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that he has not received a billing statement since
November 2015. Dell Financial Services (“DFS”) records indicate that Mr*** opened his Dell Preferred Account (“DPA”) on July 18, Mr*** applied and was qualified for a DPA with a credit limit of $and an APR of 29.99% at the time of credit approvalAfter applying for the Dell Preferred account and upon approval, Mr*** was advised that he was approved for the Dell Preferred AccountHe was then disclosed the credit limit and APR for which he qualified. Please note that DFS does not have record of any address updates to Mr***’s DPAThe address that DFS has on file matches the address that Mr*** provided to the Revdex.comRecords indicate that billing statements are mailed to this address on the 21st of each monthFor reference we have provided the five (5) billing statements that have been mailed out since November We recommend that Mr*** contact his local post office as they may be able to provide insight as to the reason he is not receiving some of his mail. Mr***’s DPA was current until December 17, when payment was not received by his December 16th due date as reflected on his November billing statementMr***’s DPA is currently $past due, and has a total payment of $due by his next payment due date of April 16, 2016. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountThere have been four (4) late fees totaling $assessed to Mr***’s DPA since December Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that DFS has record of only one contact regarding this issueRecords indicate that Mrs*** spoke with Collections on March 30, 2016, at which point she was offered a program that would have resulted in a late fee waiver and the account becoming current within 3 monthsMrs*** declined the program and disconnected the call thoughIf Mror Mrs*** wishes to discuss the program once again we ask that they contact Collections at ###-###-####. All fees assessed to Mr***’s account have been assessed in accordance with the agreed upon terms and conditions of the DPAAs of the date of this letter, Mr***’s DPA balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statement. Page 2 We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services