Complaint: ***
I am rejecting this response because when logging into my account and selecting
'PAY' and I was automatically logged out. As recent as today, DFS online payment service is still broken. It continues to automatically log you out after selecting 'PAY'. My situation may be unique in that i'm not able to call during business hours and as a result DFS needs to provide a viable option to all of their customer to make my payment since their online payment feature is broken. If waiting until the payment due date, there's no time to contact DFS via mail and not incur any late charges/fees
Regards,
*** ***
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 30,
2017. In the complaint Ms*** states the following: ? She believes the recent purchase placed on her Dell Preferred Account (“DPA”) qualified for a special financing promotion however her account is accruing interest charges. ? She was unable to resolve this matter by phone due to the language barrier between her and the customer service representative with whom she spoke. As a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS records indicate on October 5, Ms*** applied and was approved for a DPA with a credit limit of $and a corresponding APR of 29.99%. At the time of the account opening Ms*** placed an order with Dell totaling $566.20. She made two additional purchases as well, totaling $692.64, prior to her recent purchase on November 15, Please note that Ms***’ DPA was paid in full prior to her recent purchaseThe total amount of her November purchase was $The promotion in place at that time was months special financing on new computer purchases $and upAs Ms. ***’ purchase did not meet the $requirement it did not qualify for the promotion therefore is accruing interest charges based on her APR of 29.99%. DFS records indicate that Ms*** first contacted customer service regarding interest assessed to her DPA via email on January 5, DFS replied advising Ms*** that we would need to speak to her by phone in order to address her concernsOn January 10, Ms. *** called DFS and was informed that her purchase did not meet the qualifying threshold for the promotion in place at the time of her purchaseAt that point the call was disconnectedMs*** emailed DFS again on January 16, to which DFS replied asking for the best phone number and time to reach herMs*** replied and provided the requested information however was not able to be reached by our customer service agents after multiple attempts. All fees assessed to Ms***’ account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however as a courtesy we have waived Page 2 the $in interest charges that have already been assessed to the DPA for her recent purchaseAs of the date of this letter Ms***’ 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 statement. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Ok I read their reply and except it since they said it will be reported as paid in full which was the amount of plus ***
Regards,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comThe complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 30, 2017. In the complaint Ms*** states the following: ? She placed an order in July and her card was immediately charged however there was a delay in shippingWhen she called customer service for an update she was told there was no record of her order. ? Her item arrived damaged as the battery on the laptop was loose fitting, however she was told this is normalAdditionally she states the battery is dying and will not charge properly after months of use. ? She has contacted DFS about these concerns and was advised that the warranty is expired and the system would not be repaired. DFS records indicate that on July 18, Ms*** purchased a laptop computer via our refurbished sales websiteThe cost of the purchase was $and was placed on Ms***’s credit cardPlease note that this item shipped on July 19, 2016. Please note that refurbished purchases come with a day warranty, which customers must agree to as part of the terms and conditions of their purchase, prior to finalizing their orderMs. *** first contacted DFS via email, on December 22, 2016, after the expiration of the warranty, stating that she was dissatisfied with the quality of the product and would like a refundThe referenced customer service representative responded accordingly advising that the purchase was outside of the return policy and warranty periodMs*** emailed again on January 12, wishing to escalate the matter however it was not escalated due to the fact that her system was outside of the return policy and warranty periodPlease note that DFS does not have record of the referenced phone call in which Ms*** states she was told there was no record of her order. We regret any dissatisfaction however we will must respectfully decline Ms***’s request for a refund. Page 2 We hope this letter helps explain and resolve 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 Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn her complaint Ms*** expresses concern regarding an automatic payment issue which resulted
in payments not being applied to her Dell Preferred Account (“DPA”), and her account falling delinquent. We sincerely apologize for any inconvenience caused to Ms*** as a result of this issue. Please note that Ms***’s DPA is set up for automatic recurring monthly payments through the Dell Financial Services (“DFS”) websiteDue to an issue with our payment processing service Ms***’s payment, due July 04, was not withdrawnRecords indicate that Ms. *** made a one-time payment of $on July 30, At that time Ms*** canceled the automatic payment that was scheduled for August 04, In order to rectify the issue that caused Ms***’s account to fall delinquent DFS posted $of her July 30th payment effective as of July 4th which satisfied the July past due amountThe remaining $was posted effective as of the date the payment was made, July 30, Additionally DFS made the necessary interest credit adjustments for the interest that was accrued as a result of her payment not posting on July 4thMs*** will see these adjustments on her September billing statementMs***’s automatic payments are set up for her minimum amount due plus an additional $Her September 04, payment was withdrawn as scheduledHer next payment is scheduled for October 04, in the amount of $52.00. Please be advised that DFS has not reported any negative information to the credit agencies regarding Ms***’s DPAShould she have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. 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. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on February 15,
2017. In the complaint Ms*** states the following: ? She opened her Dell Preferred Account (“DPA”) and has been making payments over the minimum payment for years. ? She has contacted DFS and requested that her Annual Percentage Rate (APR) be lowered however her request has been denied. ? She requests that her APR be lowered. DFS records indicate that on June 23, Ms*** applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $1,and a corresponding APR of 29.99%The APR is a variable rate based on the Prime rate and a MarginAt the time of her application, the Prime Rate was 6.00% and her Margin was 23.99%The terms of the credit agreement, including the APR, were disclosed to Ms*** at the time her application for credit was approved, prior to account openingOur records indicate that Ms*** 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*** did not contact us to reject the DPA credit agreement. At the time the account was opened, Ms*** placed orders with Dell for computer equipment totaling $Between August and April Ms*** made additional purchases, totaling $2,Note that two credits were processed by Dell for returns in the amounts of $19.25 and $for purchases made in July and April 2010. Per the terms and conditions of her Dell Preferred Account the APR is variable and based on the Prime Rate as published in the Wall Street Journal each monthPlease see the section titled Periodic Rates: Periodic Rates: The Daily Periodic Rates and corresponding Annual Percentage Rates are variable rates and may change each monthThe Standard Corresponding Annual Percentage Rate (the APR for purchases) that initially applies to your Account is determined by adding a Margin to the Index, which is described belowThe Index is the Prime Rate published in the "Money Rates" table by The Wall Street Journal the business Page 2 day immediately preceding the first day of your billing cycleAny change in the Index will cause the corresponding Annual Percentage Rates to be adjusted as of the first day of your Billing Period that begins after the change. The account’s interest rate is based on the applicant’s creditworthiness as determined by our credit scoring model at the time the application is reviewedIn October 2009, DFS performed a review of accounts in our portfolio for rate increasesMs***’s account was included in that reviewJust prior to the review, the Account APR was 27.24%, when the Prime Rate was 3.25%Notice of the rate increase to 29.99% was mailed to Ms*** on August 7, The notice included instructions on how to reject the changes by September 15, Ms*** did not notify DFS of a rejection of the rate increaseThe account APR was increased to 29.99%, with a Margin of 26.74% in October 2009. In accordance with regulatory requirements under the CARD Act of 2009, DFS has evaluated Ms. ***’s DPA every months beginning in February for eligibility of a rate reduction. While her account did not meet the criteria for a lower rate from February through August 2016, the account did qualify for a lower rate in February The APR was lowered to 27.74%, which corresponds to her original Margin of 23.99% prior to the October increase. Since the account has returned to the original Margin, no further rate evaluations will occur. Please remember that the APR is a variable rate and will fluctuate with changes to the Prime Rate. After reviewing Ms***’s payment history, DFS finds that her minimum monthly payment amount was received late on occasions, totaling $in late fee chargesIn January a $late fee credit was processed as a courtesyPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountMs*** would need to reference the section of her credit agreement titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise Ms*** when the account will be paid in full. Unlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain termThere is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. DFS records indicate that Ms*** has made payments totaling $7,towards her DPAAll fees assessed to her account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account however we have processed a $waiver of interest charges that have been assessed to her account, as a courtesyAs of the date of this letter, Ms. ***’s Dell Preferred Account balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
One Dell Way Round Rock, Texas 78682 July 06, 2015 To: Central TX Revdex.com Consumer: *** *** Revdex.com CASE#: 10686449 Dear Revdex.com Representative: Dell Financial Services (“DFS”) records indicate that on May 05, *** ***
applied 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 *** *** at the time his application for credit was approvedOur records indicate that *** *** accepted the terms of the credit agreementAdditionally, the terms and conditions of *** ***t’s credit agreement were mailed to him within 48 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 *** *** did not contact us to reject the DPA credit agreement. Please be advised that on November 18, *** *** placed an equipment order with Dell for computer equipment totaling $This purchase was qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before December 01, 2013. DFS received payment on November 29, 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 *** ***t’s Dell Preferred Account in the amount of $243.05. 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 time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for *** ***t’s referencePlease also note the disclosure directly above the Transaction Detail Box: Page 2 “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 due. With regard to *** ***t’s comments about his monthly payment amount, please 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 dollar. PaymentYou 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 dollar. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise *** *** when the account will be paid in fullUnlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain termThere is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. Please understand that all fees assessed to *** ***t’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in the interest of customer satisfaction we have waived $in interest charges that have been assessed to his DPA. As of the date of this letter *** ***t’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. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I am the consumer who made the initial complaint against DFS (Dell Financial Services). I have read the solution to the initial complaint, and agree to the outcomeDFS closes new account opened without my permission, and contacts the three main credit bureaus to remove the derogatory issues pertaining to this situation, since the amount in question was already charged off.
Regards,
*** ***
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 1,
2017. In the complaint Mr*** states the following: ? DFS sent his account to Collections without ever sending him a billing statement. ? He has never been contacted regarding this purchase, and the amount has now more than tripled after about months. ? His credit has been damaged due to this issue. ? He has now paid the original purchase amount and asks that DFS admit their error and correct the credit reporting of his account. DFS records indicate that on July 20, Mr*** applied online and was approved for a Dell Preferred Account (DPA) with a credit limit of $1,and a corresponding Annual Percentage Rate (APR) of 29.99%The terms of the credit agreement, including the APR, were disclosed to Mr*** at the time his application for credit was approved, prior to account openingOur records indicate that Mr*** accepted the terms of the credit agreement. Additionally, the terms of Mr***’ credit agreement were mailed to him within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Mr*** did not contact us to reject the DPA credit agreement. Between October and March Mr*** placed orders with Dell totaling $1,506.42. Mr***’ DPA was open and current in February when he made the referenced $113.61 purchase through DellRecords indicate the first billing statement reflecting this balance was mailed out on March 17, The address DFS had on file and the address billing statements were sent to until the account was charged-off due to delinquency was *** * *** *** *** ** ***DFS never received a change of address request from Mr*** therefore billing statements continued to be sent to the address on filePlease 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 ***. Mr***’ DPA entered collections when it first became delinquent on April 17, The first collection call was made on May 4, Mr***’ DPA was closed when it became days delinquent on August 17, Collection calls continued until October 24, when the account was charged-offThe balance at the time of charge-off was $due to accrued late fees and interestPlease note that all outbound collection attempts were unsuccessful, however Collections spoke with Mr*** on multiple occasions in November and December and he was advised that the DPA balance and subsequent credit reporting were validIn addition to collection calls, Mr*** was mailed a collection notice in May 2016. 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 DPADFS contacted the manufacturer, Dell, regarding the order placed in February and Mr*** did provide Dell with a new address at that timeAddress updates provided to Dell are not provided to DFS nor do they update a customer’s DPA addressDue to the fact that Mr*** updated his address with Dell and in an effort to ensure customer satisfaction, we have reversed the charge-off of the DPA along with all subsequent feesAs of the date of this letter Mr***’ DPA balance is $DFS has no record of the payment Mr*** referenced in his complaintMr*** will receive a welcome kit with a new DPA number as part of the charge off reversal processOnce he receives the welcome kit with the new account number, we ask that Mr*** make a payment in the amount of $using his new DPA number to ensure proper payment postingWe have also updated Mr***’ billing address on the DPA to *** * *** *** *** ** ***. Please note that we have submitted an update to the credit reporting agencies to report Mr. ***’ DPA as open and current with a $balance and no prior delinquent notations. Please allow 30-days for the update to be reflected on Mr***’ credit reportPlease note, while 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 Mr*** should have any questions regarding his credit report he will need to contact Experian at ***, Equifax at ***, TransUnion at ***, Innovis at *** or at the phone number on his credit report. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
*** *** Executive Services Dell Financial Services
Complaint: ***
I am rejecting this response because: This is not accurate, the representative, said and I quote " that dell does not have any routing numbers for my account" but I can go thru dell financial setup process and have them automatically withdraw the money from my accountI informed the Repthat my bank pays all of my bills and I would like to continue paying my bills through my bankIf Dell can set it so that they can setup up automatic payments why can't have my bank do the same? I requested the information for my account to be sent to me by emailand once again the Rep stated that they have no way of emailing any information about my account to me? I found that very strange because when I purchased my computer from an on-line rephe emailed me my transaction? all I needed was the information to set up direct payment for the product I purchased through my bankso that my payments would be made on timeand not be put in collections againbelow is a email from the rep that sold me the computerSo how is it possible that I was told that this cannot be done? when clearly they have the means to do it?---------- Forwarded message ----------From: *** *** ***Date: Sun, Sep 6, at 9:PMSubject: Dell Order Has Been Confirmed for Dell Purchase ID: ***To: "*** ***Member Purchase Program
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Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Moreover, I will like to thank Mrs*** from Revdex.com for intervening and bringing about a favorable resolution
Regards,
*** (***) ***
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.com. In his compliant Mr*** states his Dell Preferred Account (“DPA”) has not yet been closed
even though he has requested it several times. Dell Financial Services (“DFS”) records indicate on March 18, 2016, Mr*** applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 19.99%At the time of account opening Mr*** placed an order with Dell in the amount of $1294.56, which was applied to his DPA. Please note on March 21, Mr*** spoke to a member of cus***er service and advised he would like to cancel the account and would like his orders transferred to a credit cardAt that time the agent created a case to move Mr***’s orders from the DPA to his credit cardA follcall was made later that day regarding Mr***’s request in which he was advised the orders had not yet posted to his DPA and we would need to wait for them to post before processing his request to move them to a credit cardThe DPA was not closed at that timeDuring a second follcall to Mr*** on March 22, his DPA was closed as his orders had then posted to his DPAThey were in the process of being moved to his credit cardMr*** at that time, though, advised he would just like to return the orders and a case was opened for the returnAs of April 8, the credits posted to Mr***’s DPA resulting in a $balance. As a result of Mr*** closing his DPA within ten days of its opening the tradeline has been removed from his credit reportPlease note, while 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 Mr*** should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ***-***, Innovis at ###-###-#### or at the phone number on his credit report. Please note the contacts described above are the only contacts on record of DFS speaking to Mr*** regarding this issueThere are no records of any emails or written correspondence received from Mr. ***The last monthly billing statement, which reflected a $balance, was mailed on June 6, 2016. Mr*** will not receive any further correspondence from DFS. 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 responseDear Revdex.com Representative: We are in receipt of the follcomplaint from *** ***. Mr*** states that he tried to set up a payment before his May 25, 2016, $payment was scheduled, however Dell Financial Services (“DFS”) does not have record of any such payment in MayIn our previous response we stated that we reviewed Mr***’ online log in activity and found no previous log in in MayHad Mr*** logged into his online DFS profile and tried to make a payment his log in activity would have reflected this. Regarding Mr***’ statement that he was assessed $in late fees, not $25, our previous response was correct in that he was assessed a $late fee chargeIn addition to the late fee however, Mr***’ Dell Preferred Account (“DPA”) has been assessed $in interest charges since March 2016, as his March purchases did not qualify for a special financing promotion and are currently accruing interest at his qualified rate of 29.99%. We 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 clarification. Sincerely, *** *** Executive Services Dell Financial Services
Complaint: ***
I am rejecting this response because: As previously stated and shown proof of dollars was credited then reposted as shown, so no matter how you spin it dollars was not credited periodI will never do business with dell again
Regards,
*** ***
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn her complaint Ms*** expresses concern regarding the outstanding balance of her
Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on August 13, Ms*** placed an order with Dell for an Inspiron laptop computer and a Dell Venue tabletThe total purchase price for the computer was $574.90, however only $posted to her DPA at that timeThe tablet posted correctly in the amount of $Please note that when a product is included in a free promotion, as was the case with the tablet, that Dell charges for the product but reduces the amount of the computer purchase by that amountMs*** was charged for the Dell Venue tablet however her laptop purchase was reduced to $to adjust for the tablet amount. Please understand that on July 23, DFS realized the error in the initial amount that was charged to Ms***’s DPA for the laptop purchase, and adjusted this amountAt that time the full purchase price was charged to her DPA in the amount of $A credit adjustment was then made in the amount of $for the amount that was initially charged. Please be advised that Ms***’s initial purchase was qualified for a promotional financing feature of no interest, if paid in full within six (6) months, however, when Dell made the adjustment in July 2015, a promotion was not added to the orderWe have now placed Ms. ***’s purchase on a six month special financing promotion, effective as of July 23, 2015 when the adjustment was madePlease note that the special financing promotion will be reflected on her October billing statement, along with the expiration date of the promotion. Additionally there will be an automatic interest credit adjustment for the interest reflected on her September billing statement, which was assessed prior to the order being placed on a special financing promotionThis interest credit adjustment will be reflected on Ms***’s October billing statementAs of the date of this letter Ms***’s DPA balance is $Her next minimum monthly payment of $is due on or before October 15, 2015. We regret any inconvenience this matter may have caused to Ms***, and we thank her for bringing it to our attentionPlease 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. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 17,
2017. In the complaint Ms*** states the following: ? She still owes $on a laptop she purchased for $about two years ago. ? She received a Collection call stating that her account was going to be closed and she was going to be placed on a payment plan as she had become unemployed. ? One year after purchase her Dell Preferred Account (“DPA”) Annual Percentage Rate (APR) was 26%. ? She feels she was misinformed and due to this her APR should be lowered to the original rate for at least months. DFS records indicate that on September 30, Ms*** applied and was approved for a DPA with a credit limit of $3,and a corresponding Annual Percentage Rate (APR) of 25.99%. The terms of the credit agreement, including the APR, were disclosed to Ms*** at the time her application for credit was approved, prior to account openingOur records indicate that Ms. *** 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. *** did not contact us to reject the DPA credit agreement. At the time the account was opened Ms*** placed an equipment order with Dell for computer equipment totaling $1,165.23, which was qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before November 9, 2015. DFS received payment on October 31, in the amount of $76.99, however the remaining promotional plan balance as listed on her October billing statement was $As the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Ms***’s DPA in the amount of $295.34. 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 Page 2 Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Ms***’s referencePlease note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 25.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 25.99% (variable)Payments are applied to your total minimum payment due. Please note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessedThe customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing Ms***’s payment history, DFS finds that her minimum monthly payment amount was received late on occasions, totaling $in late fee chargesMs*** did receive a courtesy waiver in the amount of $in January Please be advised that when customers are 1 day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. All fees assessed to Ms***’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 $in deferred interest charges assessed to her DPA on November 13, Please understand that we are unable to lower Ms***’s APR to the promotional rateAs of the date of this letter Ms***’s DPA is current and has a balance of $1,Please keep in mind because interest accrues daily on her account, she may have additional interest charges assessed on her next regular statement. Ms***’s DPA was closed when it became days delinquent on January 14, Various payment options were discussed with Collections in January and Ms*** set up payments to bring her account current in March 2016. 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 Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states after using his Dell Preferred Account (“DPA”) to make a
purchase his order was placed on hold as Dell Financial Services (“DFS”) was unable to verify his account. DFS records indicate on September 15, Mr*** attempted to place three orders with Dell totaling $1,Due to a system error these orders were not processed as expected, and instead were referred to verificationWe regret Mr***’s account was impacted by this error. Please understand the issue has been corrected and Mr***’s DPA is once again available for purchasesWe ask he contact Dell’s Sales department in order to replace his order. We regret any inconvenience this matter may have caused Mr***I hope this letter clarifies and resolves this matterPlease do not hesitate to contact us directly should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of the additional follfrom *** ***Upon receipt of this follour Fraud team determined that we now had enough evidence to accept Mr***’s fraud claimWe have now charged-off Mr***’s Dell Preferred Account due to fraud and notified the credit bureaus, requesting that they remove the tradeline from his credit fileWe have also mailed Mr*** the attached letter advising him of this decision and asking that he allow up to days for the credit reporting agencies to process our request. Please note, while 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 Mr*** should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We regret any inconvenience this matter may have caused to Mr***Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Complaint: ***
I am rejecting this response because when logging into my account and selecting
'PAY' and I was automatically logged out. As recent as today, DFS online payment service is still broken. It continues to automatically log you out after selecting 'PAY'. My situation may be unique in that i'm not able to call during business hours and as a result DFS needs to provide a viable option to all of their customer to make my payment since their online payment feature is broken. If waiting until the payment due date, there's no time to contact DFS via mail and not incur any late charges/fees
Regards,
*** ***
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 30,
2017. In the complaint Ms*** states the following: ? She believes the recent purchase placed on her Dell Preferred Account (“DPA”) qualified for a special financing promotion however her account is accruing interest charges. ? She was unable to resolve this matter by phone due to the language barrier between her and the customer service representative with whom she spoke. As a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS records indicate on October 5, Ms*** applied and was approved for a DPA with a credit limit of $and a corresponding APR of 29.99%. At the time of the account opening Ms*** placed an order with Dell totaling $566.20. She made two additional purchases as well, totaling $692.64, prior to her recent purchase on November 15, Please note that Ms***’ DPA was paid in full prior to her recent purchaseThe total amount of her November purchase was $The promotion in place at that time was months special financing on new computer purchases $and upAs Ms. ***’ purchase did not meet the $requirement it did not qualify for the promotion therefore is accruing interest charges based on her APR of 29.99%. DFS records indicate that Ms*** first contacted customer service regarding interest assessed to her DPA via email on January 5, DFS replied advising Ms*** that we would need to speak to her by phone in order to address her concernsOn January 10, Ms. *** called DFS and was informed that her purchase did not meet the qualifying threshold for the promotion in place at the time of her purchaseAt that point the call was disconnectedMs*** emailed DFS again on January 16, to which DFS replied asking for the best phone number and time to reach herMs*** replied and provided the requested information however was not able to be reached by our customer service agents after multiple attempts. All fees assessed to Ms***’ account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however as a courtesy we have waived Page 2 the $in interest charges that have already been assessed to the DPA for her recent purchaseAs of the date of this letter Ms***’ 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 statement. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Ok I read their reply and except it since they said it will be reported as paid in full which was the amount of plus ***
Regards,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comThe complaint was originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on January 30, 2017. In the complaint Ms*** states the following: ? She placed an order in July and her card was immediately charged however there was a delay in shippingWhen she called customer service for an update she was told there was no record of her order. ? Her item arrived damaged as the battery on the laptop was loose fitting, however she was told this is normalAdditionally she states the battery is dying and will not charge properly after months of use. ? She has contacted DFS about these concerns and was advised that the warranty is expired and the system would not be repaired. DFS records indicate that on July 18, Ms*** purchased a laptop computer via our refurbished sales websiteThe cost of the purchase was $and was placed on Ms***’s credit cardPlease note that this item shipped on July 19, 2016. Please note that refurbished purchases come with a day warranty, which customers must agree to as part of the terms and conditions of their purchase, prior to finalizing their orderMs. *** first contacted DFS via email, on December 22, 2016, after the expiration of the warranty, stating that she was dissatisfied with the quality of the product and would like a refundThe referenced customer service representative responded accordingly advising that the purchase was outside of the return policy and warranty periodMs*** emailed again on January 12, wishing to escalate the matter however it was not escalated due to the fact that her system was outside of the return policy and warranty periodPlease note that DFS does not have record of the referenced phone call in which Ms*** states she was told there was no record of her order. We regret any dissatisfaction however we will must respectfully decline Ms***’s request for a refund. Page 2 We hope this letter helps explain and resolve 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 Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn her complaint Ms*** expresses concern regarding an automatic payment issue which resulted
in payments not being applied to her Dell Preferred Account (“DPA”), and her account falling delinquent. We sincerely apologize for any inconvenience caused to Ms*** as a result of this issue. Please note that Ms***’s DPA is set up for automatic recurring monthly payments through the Dell Financial Services (“DFS”) websiteDue to an issue with our payment processing service Ms***’s payment, due July 04, was not withdrawnRecords indicate that Ms. *** made a one-time payment of $on July 30, At that time Ms*** canceled the automatic payment that was scheduled for August 04, In order to rectify the issue that caused Ms***’s account to fall delinquent DFS posted $of her July 30th payment effective as of July 4th which satisfied the July past due amountThe remaining $was posted effective as of the date the payment was made, July 30, Additionally DFS made the necessary interest credit adjustments for the interest that was accrued as a result of her payment not posting on July 4thMs*** will see these adjustments on her September billing statementMs***’s automatic payments are set up for her minimum amount due plus an additional $Her September 04, payment was withdrawn as scheduledHer next payment is scheduled for October 04, in the amount of $52.00. Please be advised that DFS has not reported any negative information to the credit agencies regarding Ms***’s DPAShould she have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit report. 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. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on February 15,
2017. In the complaint Ms*** states the following: ? She opened her Dell Preferred Account (“DPA”) and has been making payments over the minimum payment for years. ? She has contacted DFS and requested that her Annual Percentage Rate (APR) be lowered however her request has been denied. ? She requests that her APR be lowered. DFS records indicate that on June 23, Ms*** applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $1,and a corresponding APR of 29.99%The APR is a variable rate based on the Prime rate and a MarginAt the time of her application, the Prime Rate was 6.00% and her Margin was 23.99%The terms of the credit agreement, including the APR, were disclosed to Ms*** at the time her application for credit was approved, prior to account openingOur records indicate that Ms*** 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*** did not contact us to reject the DPA credit agreement. At the time the account was opened, Ms*** placed orders with Dell for computer equipment totaling $Between August and April Ms*** made additional purchases, totaling $2,Note that two credits were processed by Dell for returns in the amounts of $19.25 and $for purchases made in July and April 2010. Per the terms and conditions of her Dell Preferred Account the APR is variable and based on the Prime Rate as published in the Wall Street Journal each monthPlease see the section titled Periodic Rates: Periodic Rates: The Daily Periodic Rates and corresponding Annual Percentage Rates are variable rates and may change each monthThe Standard Corresponding Annual Percentage Rate (the APR for purchases) that initially applies to your Account is determined by adding a Margin to the Index, which is described belowThe Index is the Prime Rate published in the "Money Rates" table by The Wall Street Journal the business Page 2 day immediately preceding the first day of your billing cycleAny change in the Index will cause the corresponding Annual Percentage Rates to be adjusted as of the first day of your Billing Period that begins after the change. The account’s interest rate is based on the applicant’s creditworthiness as determined by our credit scoring model at the time the application is reviewedIn October 2009, DFS performed a review of accounts in our portfolio for rate increasesMs***’s account was included in that reviewJust prior to the review, the Account APR was 27.24%, when the Prime Rate was 3.25%Notice of the rate increase to 29.99% was mailed to Ms*** on August 7, The notice included instructions on how to reject the changes by September 15, Ms*** did not notify DFS of a rejection of the rate increaseThe account APR was increased to 29.99%, with a Margin of 26.74% in October 2009. In accordance with regulatory requirements under the CARD Act of 2009, DFS has evaluated Ms. ***’s DPA every months beginning in February for eligibility of a rate reduction. While her account did not meet the criteria for a lower rate from February through August 2016, the account did qualify for a lower rate in February The APR was lowered to 27.74%, which corresponds to her original Margin of 23.99% prior to the October increase. Since the account has returned to the original Margin, no further rate evaluations will occur. Please remember that the APR is a variable rate and will fluctuate with changes to the Prime Rate. After reviewing Ms***’s payment history, DFS finds that her minimum monthly payment amount was received late on occasions, totaling $in late fee chargesIn January a $late fee credit was processed as a courtesyPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountMs*** would need to reference the section of her credit agreement titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise Ms*** when the account will be paid in full. Unlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain termThere is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. DFS records indicate that Ms*** has made payments totaling $7,towards her DPAAll fees assessed to her account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account however we have processed a $waiver of interest charges that have been assessed to her account, as a courtesyAs of the date of this letter, Ms. ***’s Dell Preferred Account balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
One Dell Way Round Rock, Texas 78682 July 06, 2015 To: Central TX Revdex.com Consumer: *** *** Revdex.com CASE#: 10686449 Dear Revdex.com Representative: Dell Financial Services (“DFS”) records indicate that on May 05, *** ***
applied 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 *** *** at the time his application for credit was approvedOur records indicate that *** *** accepted the terms of the credit agreementAdditionally, the terms and conditions of *** ***t’s credit agreement were mailed to him within 48 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 *** *** did not contact us to reject the DPA credit agreement. Please be advised that on November 18, *** *** placed an equipment order with Dell for computer equipment totaling $This purchase was qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before December 01, 2013. DFS received payment on November 29, 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 *** ***t’s Dell Preferred Account in the amount of $243.05. 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 time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for *** ***t’s referencePlease also note the disclosure directly above the Transaction Detail Box: Page 2 “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 due. With regard to *** ***t’s comments about his monthly payment amount, please 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 dollar. PaymentYou 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 dollar. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise *** *** when the account will be paid in fullUnlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain termThere is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $0.00. Please understand that all fees assessed to *** ***t’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in the interest of customer satisfaction we have waived $in interest charges that have been assessed to his DPA. As of the date of this letter *** ***t’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. 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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I am the consumer who made the initial complaint against DFS (Dell Financial Services). I have read the solution to the initial complaint, and agree to the outcomeDFS closes new account opened without my permission, and contacts the three main credit bureaus to remove the derogatory issues pertaining to this situation, since the amount in question was already charged off.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: it was not properly disclosed and that's a crime !
Regards,
*** ***
Please see the attached response. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 1,
2017. In the complaint Mr*** states the following: ? DFS sent his account to Collections without ever sending him a billing statement. ? He has never been contacted regarding this purchase, and the amount has now more than tripled after about months. ? His credit has been damaged due to this issue. ? He has now paid the original purchase amount and asks that DFS admit their error and correct the credit reporting of his account. DFS records indicate that on July 20, Mr*** applied online and was approved for a Dell Preferred Account (DPA) with a credit limit of $1,and a corresponding Annual Percentage Rate (APR) of 29.99%The terms of the credit agreement, including the APR, were disclosed to Mr*** at the time his application for credit was approved, prior to account openingOur records indicate that Mr*** accepted the terms of the credit agreement. Additionally, the terms of Mr***’ credit agreement were mailed to him within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Mr*** did not contact us to reject the DPA credit agreement. Between October and March Mr*** placed orders with Dell totaling $1,506.42. Mr***’ DPA was open and current in February when he made the referenced $113.61 purchase through DellRecords indicate the first billing statement reflecting this balance was mailed out on March 17, The address DFS had on file and the address billing statements were sent to until the account was charged-off due to delinquency was *** * *** *** *** ** ***DFS never received a change of address request from Mr*** therefore billing statements continued to be sent to the address on filePlease 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 ***. Mr***’ DPA entered collections when it first became delinquent on April 17, The first collection call was made on May 4, Mr***’ DPA was closed when it became days delinquent on August 17, Collection calls continued until October 24, when the account was charged-offThe balance at the time of charge-off was $due to accrued late fees and interestPlease note that all outbound collection attempts were unsuccessful, however Collections spoke with Mr*** on multiple occasions in November and December and he was advised that the DPA balance and subsequent credit reporting were validIn addition to collection calls, Mr*** was mailed a collection notice in May 2016. 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 DPADFS contacted the manufacturer, Dell, regarding the order placed in February and Mr*** did provide Dell with a new address at that timeAddress updates provided to Dell are not provided to DFS nor do they update a customer’s DPA addressDue to the fact that Mr*** updated his address with Dell and in an effort to ensure customer satisfaction, we have reversed the charge-off of the DPA along with all subsequent feesAs of the date of this letter Mr***’ DPA balance is $DFS has no record of the payment Mr*** referenced in his complaintMr*** will receive a welcome kit with a new DPA number as part of the charge off reversal processOnce he receives the welcome kit with the new account number, we ask that Mr*** make a payment in the amount of $using his new DPA number to ensure proper payment postingWe have also updated Mr***’ billing address on the DPA to *** * *** *** *** ** ***. Please note that we have submitted an update to the credit reporting agencies to report Mr. ***’ DPA as open and current with a $balance and no prior delinquent notations. Please allow 30-days for the update to be reflected on Mr***’ credit reportPlease note, while 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 Mr*** should have any questions regarding his credit report he will need to contact Experian at ***, Equifax at ***, TransUnion at ***, Innovis at *** or at the phone number on his credit report. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely,
*** *** Executive Services Dell Financial Services
Complaint: ***
r : ***Thank you for choosing Dell!
I am rejecting this response because: This is not accurate, the representative, said and I quote " that dell does not have any routing numbers for my account" but I can go thru dell financial setup process and have them automatically withdraw the money from my accountI informed the Repthat my bank pays all of my bills and I would like to continue paying my bills through my bankIf Dell can set it so that they can setup up automatic payments why can't have my bank do the same? I requested the information for my account to be sent to me by emailand once again the Rep stated that they have no way of emailing any information about my account to me? I found that very strange because when I purchased my computer from an on-line rephe emailed me my transaction? all I needed was the information to set up direct payment for the product I purchased through my bankso that my payments would be made on timeand not be put in collections againbelow is a email from the rep that sold me the computerSo how is it possible that I was told that this cannot be done? when clearly they have the means to do it?---------- Forwarded message ----------From: *** *** ***Date: Sun, Sep 6, at 9:PMSubject: Dell Order Has Been Confirmed for Dell Purchase ID: ***To: "*** ***Member Purchase Program
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Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Moreover, I will like to thank Mrs*** from Revdex.com for intervening and bringing about a favorable resolution
Regards,
*** (***) ***
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.com. In his compliant Mr*** states his Dell Preferred Account (“DPA”) has not yet been closed
even though he has requested it several times. Dell Financial Services (“DFS”) records indicate on March 18, 2016, Mr*** applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 19.99%At the time of account opening Mr*** placed an order with Dell in the amount of $1294.56, which was applied to his DPA. Please note on March 21, Mr*** spoke to a member of cus***er service and advised he would like to cancel the account and would like his orders transferred to a credit cardAt that time the agent created a case to move Mr***’s orders from the DPA to his credit cardA follcall was made later that day regarding Mr***’s request in which he was advised the orders had not yet posted to his DPA and we would need to wait for them to post before processing his request to move them to a credit cardThe DPA was not closed at that timeDuring a second follcall to Mr*** on March 22, his DPA was closed as his orders had then posted to his DPAThey were in the process of being moved to his credit cardMr*** at that time, though, advised he would just like to return the orders and a case was opened for the returnAs of April 8, the credits posted to Mr***’s DPA resulting in a $balance. As a result of Mr*** closing his DPA within ten days of its opening the tradeline has been removed from his credit reportPlease note, while 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 Mr*** should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ***-***, Innovis at ###-###-#### or at the phone number on his credit report. Please note the contacts described above are the only contacts on record of DFS speaking to Mr*** regarding this issueThere are no records of any emails or written correspondence received from Mr. ***The last monthly billing statement, which reflected a $balance, was mailed on June 6, 2016. Mr*** will not receive any further correspondence from DFS. 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 responseDear Revdex.com Representative: We are in receipt of the follcomplaint from *** ***. Mr*** states that he tried to set up a payment before his May 25, 2016, $payment was scheduled, however Dell Financial Services (“DFS”) does not have record of any such payment in MayIn our previous response we stated that we reviewed Mr***’ online log in activity and found no previous log in in MayHad Mr*** logged into his online DFS profile and tried to make a payment his log in activity would have reflected this. Regarding Mr***’ statement that he was assessed $in late fees, not $25, our previous response was correct in that he was assessed a $late fee chargeIn addition to the late fee however, Mr***’ Dell Preferred Account (“DPA”) has been assessed $in interest charges since March 2016, as his March purchases did not qualify for a special financing promotion and are currently accruing interest at his qualified rate of 29.99%. We 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 clarification. Sincerely, *** *** Executive Services Dell Financial Services
Complaint: ***
I am rejecting this response because: As previously stated and shown proof of dollars was credited then reposted as shown, so no matter how you spin it dollars was not credited periodI will never do business with dell again
Regards,
*** ***
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn her complaint Ms*** expresses concern regarding the outstanding balance of her
Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on August 13, Ms*** placed an order with Dell for an Inspiron laptop computer and a Dell Venue tabletThe total purchase price for the computer was $574.90, however only $posted to her DPA at that timeThe tablet posted correctly in the amount of $Please note that when a product is included in a free promotion, as was the case with the tablet, that Dell charges for the product but reduces the amount of the computer purchase by that amountMs*** was charged for the Dell Venue tablet however her laptop purchase was reduced to $to adjust for the tablet amount. Please understand that on July 23, DFS realized the error in the initial amount that was charged to Ms***’s DPA for the laptop purchase, and adjusted this amountAt that time the full purchase price was charged to her DPA in the amount of $A credit adjustment was then made in the amount of $for the amount that was initially charged. Please be advised that Ms***’s initial purchase was qualified for a promotional financing feature of no interest, if paid in full within six (6) months, however, when Dell made the adjustment in July 2015, a promotion was not added to the orderWe have now placed Ms. ***’s purchase on a six month special financing promotion, effective as of July 23, 2015 when the adjustment was madePlease note that the special financing promotion will be reflected on her October billing statement, along with the expiration date of the promotion. Additionally there will be an automatic interest credit adjustment for the interest reflected on her September billing statement, which was assessed prior to the order being placed on a special financing promotionThis interest credit adjustment will be reflected on Ms***’s October billing statementAs of the date of this letter Ms***’s DPA balance is $Her next minimum monthly payment of $is due on or before October 15, 2015. We regret any inconvenience this matter may have caused to Ms***, and we thank her for bringing it to our attentionPlease 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. Dear Madam or Sir: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 17,
2017. In the complaint Ms*** states the following: ? She still owes $on a laptop she purchased for $about two years ago. ? She received a Collection call stating that her account was going to be closed and she was going to be placed on a payment plan as she had become unemployed. ? One year after purchase her Dell Preferred Account (“DPA”) Annual Percentage Rate (APR) was 26%. ? She feels she was misinformed and due to this her APR should be lowered to the original rate for at least months. DFS records indicate that on September 30, Ms*** applied and was approved for a DPA with a credit limit of $3,and a corresponding Annual Percentage Rate (APR) of 25.99%. The terms of the credit agreement, including the APR, were disclosed to Ms*** at the time her application for credit was approved, prior to account openingOur records indicate that Ms. *** 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. *** did not contact us to reject the DPA credit agreement. At the time the account was opened Ms*** placed an equipment order with Dell for computer equipment totaling $1,165.23, which was qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before November 9, 2015. DFS received payment on October 31, in the amount of $76.99, however the remaining promotional plan balance as listed on her October billing statement was $As the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Ms***’s DPA in the amount of $295.34. 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 Page 2 Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Ms***’s referencePlease note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 25.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 25.99% (variable)Payments are applied to your total minimum payment due. Please note that the Dell Preferred Account is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessedThe customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing Ms***’s payment history, DFS finds that her minimum monthly payment amount was received late on occasions, totaling $in late fee chargesMs*** did receive a courtesy waiver in the amount of $in January Please be advised that when customers are 1 day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. All fees assessed to Ms***’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 $in deferred interest charges assessed to her DPA on November 13, Please understand that we are unable to lower Ms***’s APR to the promotional rateAs of the date of this letter Ms***’s DPA is current and has a balance of $1,Please keep in mind because interest accrues daily on her account, she may have additional interest charges assessed on her next regular statement. Ms***’s DPA was closed when it became days delinquent on January 14, Various payment options were discussed with Collections in January and Ms*** set up payments to bring her account current in March 2016. 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 Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states after using his Dell Preferred Account (“DPA”) to make a
purchase his order was placed on hold as Dell Financial Services (“DFS”) was unable to verify his account. DFS records indicate on September 15, Mr*** attempted to place three orders with Dell totaling $1,Due to a system error these orders were not processed as expected, and instead were referred to verificationWe regret Mr***’s account was impacted by this error. Please understand the issue has been corrected and Mr***’s DPA is once again available for purchasesWe ask he contact Dell’s Sales department in order to replace his order. We regret any inconvenience this matter may have caused Mr***I hope this letter clarifies and resolves this matterPlease do not hesitate to contact us directly should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of the additional follfrom *** ***Upon receipt of this follour Fraud team determined that we now had enough evidence to accept Mr***’s fraud claimWe have now charged-off Mr***’s Dell Preferred Account due to fraud and notified the credit bureaus, requesting that they remove the tradeline from his credit fileWe have also mailed Mr*** the attached letter advising him of this decision and asking that he allow up to days for the credit reporting agencies to process our request. Please note, while 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 Mr*** should have any questions regarding his credit report, he will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We regret any inconvenience this matter may have caused to Mr***Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services