Complaint: ***
I am rejecting this response because: I didn't understand the words "charged off" what was charged off? the entire amount of $was paid in full yet they will report to the three credit offices paid in full and charged off. I need a better explanation on what is charged off
Regards,
*** ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** expresses concern regarding the billed deferred interest charges that have
been assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on April 19, Mr*** 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*** at the time his application for credit was approvedOur records indicate that Mr*** accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr***’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*** did not contact us to reject the DPA credit agreement. Please be advised that at the time the account was opened, Mr*** placed an equipment order with Dell for computer equipment totaling $1461.69, which was qualified for a promotional financing feature 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 2, promotional expiration dateIn addition to the April purchase, Mr*** made four more purchases between November 2015 and March 2016, totaling $1199.06, one of which, in the amount of $qualified for a promotional financing feature of no interest, if paid in full within monthsTo avoid deferred interest charges on this purchase Mr*** would need to pay the Total Dell Order amount by the June 2, promotional expiration date. DFS received payment on April 17, in the amount of $This payment was not sufficient to pay off the remaining promotional plan balance of $from his April purchase therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr. ***’s Dell Preferred Account in the amount of $214.31. 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. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Mr***’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 due. Regarding the method of applying payments when there are multiple plans, please note that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balanceThe total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greaterAny payment amount over the minimum payment due will be applied to the promotional plan that expires soonestPlease note that because there is a minimum payment due to each plan DFS cannot advise of a set amount for a customer to pay each month to pay off a particular promotional planCustomers have the option to contact customer service if they would like their payments allocated any differently. Please reference the terms and conditions under the section titled Application of Payments. Records indicate that Mr*** has been enrolled in paperless billing since July 17, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr*** receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. All fees assessed to Mr***’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*** 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***’s DPA on May 6, As of the date of this letter, Mr***’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 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
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have sent ad e-mail to Dell ....***_***@dellteam.com with the police report and the investigator name.This is a copy of the e-mail to dell
From: *** ***
Sent: Wednesday, February 3, 1:AM
To: *** ***
Subject: Re: document
Hello: In addition to the letter I have sent you ,here is the most
recent information I haveI did get in contact with *** *** sheriff
and they have inform me that I have a police report with *** ***
sheriff # *** Investigator name : *** ,The *** *** records
phone # ###-###-####I hope that I have done everything possible to
collaborate in this case
Regards,
*** ***Every time Dell alleged that there is not a police report It is because the investigator from Dell did not read the e-mail I sent to her,I have legally fallow all procedures to press charges to the person who used my name to open an account in my nameAnd dell said : "Again, in order for DFS to accept the fraud claim we must receive a police report from the *** *** County Sheriff’s Department stating that they are accepting the caseUnless *** *** County accepts the case DFS will not be able to accept the fraud claim"
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the actions performed by Dell were not accurately portrayedI did not receive statements of past due amounts through the mailI explained my situation of being on "fixed income" and my ability to pay every third week of the monthThe last representative assured me my situation would be noted on my account, and apparently it was notI purposely changed my phone number to avoid being harassed by collectionsI was told I had to purchased additional warranty to avoid high costs in repairs to my current computerThis was in opposition to the assurances I was given at the time of purchase
Regards,
*** ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint, Mr*** states that although he submitted evidence pertaining to his fraud claim,
he was told that Dell Financial Services (“DFS”) cannot accept it. DFS records indicate that a Dell Preferred Account (“DPA”) was opened using Mr***’s personal identifying information on October 6, DFS maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryPlease note that there was no fraud suspected at the time the account was opened. At the time the account was opened there was a purchase made in the amount of $236.20. Records indicate that this purchase was shipped to the son of the account holder*** ***, a supervisor from the DFS Fraud department spoke to Mr*** and advised that as he appears to be related to the individual that placed the order he would need to file a police report and press charges against the suspectIf the police department accepted the case then we would accept the fraud claimMr*** advised our Fraud department that the police department would not accept the case therefore DFS has advised that we would not be able to proceed with the fraud claimThis matter has been deemed a civil dispute between Mr*** and the suspect. In addition to being notified by phone, a letter was mailed to Mr***, on December 3, 2015, advising him that we were unable to accept the fraud claim and that he is responsible for the balance on the DPA. 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.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 4,
2017. In the complaint Mr*** states the following: ? He has paid lease ending in in full and submitted proof of payment however he is still getting billed for this lease. ? The representative he has been working with does not return his calls and has not corrected the issue as they have said they would. Please understand that Mr***’ company, *** Engineering Systems, Incis part of our “Platinum” servicing tier and has a dedicated account representative to assist with their servicing needsWe regret that Mr*** was not provided a timely resolution in his initial attempts to resolve this issueWe have reached out to Mr***’ account representative and found that Mr*** requested an order that was originally placed on a Dell Terms account be moved to the referenced leaseDuring the transfer the customer made payments toward the Dell Terms account for the referenced orderThese payments have now been applied to the lease and we are in the process of disposing the leaseMr***’ dedicated account representative has provided updates regarding this process to Mr*** and will advise him when the lease is disposed. We 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 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*** expresses concern regarding the outstanding Dell Preferred Account
(“DPA”) balance. Please note that per our Privacy Policy, account information is restricted to the account holder and authorized designee(s)Ms*** is not an authorized designee on the DPA in question therefore we will not be able to provide her with any account informationIf she would like to be added to the account as a designee she will need to have the account holder contact customer service at ###-###-####. Alternatively, the account holder may fax a signed letter to ###-###-####, requesting to add Ms*** to the DPA as an authorized designeePlease allow 3-business days for processing. Account Holder Name Address and Phone Number on account Last of SSN Designee Name Account Holder Signature With that being said, please note that the issue Ms*** describes in her complaint has been resolvedDFS spoke with the account holder on September 21, and resolved the issue to his satisfaction. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached responseDear 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 as well as the
status of her Dell Preferred Account (“DPA”)She also states she has attempted to settle the account on numerous occasions. Dell Financial Services (“DFS”) records indicate on October 14, 2003, Ms*** applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 27.99%The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms*** at the time her application for credit was approvedOur records indicate Ms*** accepted the terms of the credit agreementAdditionally, the terms and conditions of Ms***’ credit agreement were mailed to her within hours of her approval for creditThe terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate Ms*** did not contact us to reject the DPA credit agreement. Please be advised at the time of the account opening Ms*** placed an order with Dell totaling $Ms*** made another purchase in July in the amount of $1487.17. Please note 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, whether additional purchases are made, or whether fees are 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***’ payment history, DFS finds her minimum monthly payment amount was received late on ninety-eight occasions, totaling $in late fee chargesPlease be advised 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 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. DFS records indicate the last payment received from Ms*** was in the amount of $on November 2, Ms***’ DPA was charged-off on June 13, when it became days delinquentThe balance at the time of charge-off was $2505.88, and remains the balance todayAll fees assessed to Ms***’ account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account. Page 2 In regard to Ms***’ contacts with DFS, please be advised records indicate she contacted customer service on October 22, via email and requested a payment historyA transaction history was mailed to her at that point and several follphone calls were made to her however Ms***’ voicemail was reached on each occasionVoicemails were left but no return calls were made by Ms***On March 22, Ms*** contacted Collections however she did not request a settlement at that timeHer next contact was with customer service on April 5, as she wrote in confirming receipt of the transaction history however still disagreed with the balance owedSeveral callback attempts were made in response to this letter however a voicemail was reached each timeMs*** did call back in on April 11, 2016 however did not mention a settlement, only stated she wanted a return call, and because her account was in Collections the agent transferred her to CollectionsMs*** next called customer service on June 17, and her call was again transferred to Collections where she was offered a settlement of $1253, which she declinedMs*** spoke to Collections again on June 21, and was presented with the same settlement offerAt that time she stated she would need to speak with her husband and call back. Please note the settlement offer of $stands and if Ms*** would be willing to accept this offer she may contact Collections at ###-###-#### and make the settlement payment. Should Ms*** accept the settlement agreement DFS will submit an update to the credit bureaus to report her DFS tradeline as settled in full for less than the full balance and charged off, otherwise we will continue to report accurately as charged off with the outstanding balancePlease 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 Ms*** 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 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 her complaint Ms*** states that after opening her Dell Preferred Account
(“DPA”) and making her purchase she didn’t receive a billing statement until three days prior to the payment due dateMs*** states that she promptly paid the account in full, however was assessed a late fee, then late fees and interest in the ensuing months. Dell Financial Services (“DFS”) records indicate that Ms*** opened her DPA on March 1, 2015. At the time the account was opened an order was placed with Dell totaling $The first billing statement after this purchase was mailed to Ms*** at the address on file, which matches the address provided to the Revdex.com, on March 15, and had a payment due date of April 10, 2015. Billing statements continued to be mailed each month on the 15thThere is no record of Ms*** contacting Dell Financial Services (“DFS”) to advise that she received the initial billing statement late, or had not received subsequent billing statements. DFS received payment in the amount of $on April 12, 2015, which would have paid the account in full however since the payment was received late there had been a $late fee assessed to the DPADFS did not receive another payment from Ms*** therefore her DPA continued to be assessed late fees and interest each monthThe account was closed due to delinquency on August 14, 2015, then eventually charged-off on November 16, with a balance, consisting of late fees and interest, of $Please note that payments are posted effective as of the date they are receivedThere is no record of Ms*** calling and being advised that her payment was received on her due dateRecords indicate the payment was received on the date it was posted to her account, April 12, 2015. Please note 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. Ms***’s DPA entered Collections on June 11, 2015, and the first Collections call was made to her on June 14, when the account became days delinquentDuring that call Ms*** stated that she could not hear the caller, before hanging upCalls continued to be made and on June 22, Collections spoke with Ms*** again, and during this call she asked to be removed from the list then disconnected the callAt that time a cease and desist was added to the account, which prevented further calls from being made to herMs*** called Collections on June 25, and was advised that the agent would waive $in late fees if she would make a $payment, to which she declinedThere was no further contact from Ms***. Please be advised that all fees assessed as well as the account closure and subsequent charge-off were valid according to the agreed upon terms and conditions of the Dell Preferred Account, however due to Ms***’s contention that she did not receive her billing Page 2 statement in a timely manner, and paid the account in full upon receipt of it, we have reversed the charge-off statusIn addition we have reopened the account, waived all fees assessed and reported it to the credit bureaus as open and always current with a zero balance. Please allow 30-days for these updates to be reflected on Ms***’s 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 Ms*** 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 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: I want them to remove BOTH late charges I contacted them BEFORE my payment date regarding this, and their late response began this entire mess If they will remove BOTH late charges, then I will call and get the damn account unlocked I need them to respond TIMELY so that I can make the next payment on time This has been all their fault I did NOT spell my sister's name wrong on my entry a 2nd time, and a 2nd time does not constitute "MULTIPLE" times that's TWICE and their reasoning behind their system not recognizing my computer is lame I use the same computers - work and home - every month to pay their account So there is a problem on THEIR end with it, not mine So if they will remove both late fees, i'll call them to unlock the account even though I am still against this ridiculousness of having to do so when I have specifically set it out in writing which is the only practice that should be allowable
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because: this is inaccurate, I purchased this computer in I also have tried to speak with Dell to resolve this account multiple times with long hold periods and no returned phone callsI would agree to pay the $balance (even though I do not believe I should be responsible considering all I’ve paid)However, I would like the late fees waived so that I can be done with this account.
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 August 9,
2017. In the complaint Ms*** states the following: ? She has had a Dell Preferred Account (DPA) for several years, which she closed a few years back. ? The balance has remained at $plus despite paying $a month. ? DFS wouldn’t allow the DPA to be included in her debt consolidation. ? She would like the balance to reflect $as she feels she has paid what was owed. DFS records indicate that on May 1, Ms*** applied and was approved for a DPA with a credit limit of $2,and a corresponding Annual Percentage Rate (APR) of 27.99%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***’ 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 order with Dell for computer equipment totaling $1,Ms*** then made additional purchases between November and November 2012, totaling $2,736.21. Please note that the DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees 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.” Records indicate that Ms*** created an online DFS profile on June 15, and on November 12, enrolled in paperless billingPlease understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each month. Ms*** receives a monthly email notification that her statement is available to view on the DFS website by logging in to her online profile. Page 2 After reviewing Ms***’ payment history, DFS finds that her minimum monthly payment amount was received late on occasions, totaling $1,in late fee chargesPlease be advised that when customers are 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. All fees assessed to Ms***’ 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 her remaining balanceWe have however processed a $courtesy waiver of interest charges that have been billed to her DPA in an effort to ensure customer satisfactionAs of the date of this letter Ms. ***’ DPA has a balance of $3,Currently Ms***’ DPA is days past due and has a total amount due of $by September 3, in order to avoid another late fee chargePlease keep in mind because interest accrues daily on her account, she may have additional interest charges assessed on her next regular statement. Regarding the closure of Ms***’ DPA, the account was closed when it became days delinquent on April 8, 2013. Please understand that although DFS will accept payments from a third party, we do not enter into agreements with debt consolidation companies. 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 that after he settled his Dell Preferred Account (“DPA”)
his request to remove the negative reporting from his credit report was denied. Please be advised that Mr***’s DPA was closed due to delinquency on April 22, 2016, and subsequently charged-off on June 27, after it became days delinquent. Records indicate that Mr*** contacted Collections on July 14, and made a payment to satisfy his DPA balance of $Mr*** contacted Collections again on July 26, 2016 requesting proof that he satisfied his DPA balance, and was advised at that time that there is a 30 day waiting period for a letter to be sent advising that the debt had been satisfiedThis is to ensure that payment clears prior to sending out a confirmation letterUpon receiving Mr***’s complaint through your office we escalated his request and an exception was granted to provide this letter sooner than daysPlease see the attached paid in full letter. In regard to Mr***’s contention that he made a $payment in April that was returned to his bank, please understand that DFS has no record of receiving any payment from Mr*** in the last months, prior to July 14th. Please note that as the delinquencies on Mr***’s DPA which led to the negative credit reporting are valid we must respectfully decline to remove any negative credit reportingWe are reporting Mr***’s DPA to the credit bureaus accurately as paid in full and charged-offPlease 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
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*** states that her online Dell Financial Services (“DFS”)
profile was locked after she entered the answer to her security question incorrectlyShe is requesting her account be unlocked without calling customer service. DFS records indicate that Ms***’s online DFS profile was locked on July 4, after the second failed attempt to correctly answer the security questions that she set up on her profile. Please note that it is for security purposes that once an online DFS profile is locked DFS must speak with the customer by phone in order to unlock the profileWe cannot unlock a locked online profile with written consent, Ms*** must call DFS in order to have her profile unlockedShe may call ###-###-#### and a representative will assist in unlocking her profile. In reference to DFS’ online payment portal not recognizing Ms***’s system please note that in order for her system to be recognized she would need to register her deviceOnce Ms. *** register’s her device she will no longer be asked to answer the security questions, only her password. After reviewing Ms***’s recent account activity we found that two late fee charges were assessed to her Dell Preferred Account (“DPA”), one on July and another on August 7, due to missed paymentsPlease be advised when customers are one day late DFS will charge a late fee charge to the customers DPAPlease 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 although all fees assessed to Ms***’s account have been assessed in accordance with the agreed upon terms and conditions, we have waived the August $late fee in the interest of customer satisfactionAs of the date of this letter Ms***’s DPA 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 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.com. In her complaint Ms*** states that after placing an order with Dell she was referred
for verificationShe states she has spoken to representatives from the verification department multiple times, who have verified her identity however her order keeps getting canceled. On November 12, 2015, Ms*** applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $and a corresponding variable Annual Percentage Rate (“APR”) of 29.99%At that time Ms*** placed several orders with Dell which were referred to our Fraud department for further verification. Dell Financial Services (“DFS”) maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. DFS records indicate that Ms***’s orders were referred to our Fraud department through our review processOnce an order is referred to our fraud department for further verification we must speak to the account holder by phoneIt appears though that our Fraud department did speak to Ms*** however due to an oversight on the part of the representative the hold was not removed from her accountHer orders were canceled due to the length of time they were on holdAdditionally, Ms***’s attempts at replacing her orders were canceled as well due to the hold that remained on her accountOn December 11, the hold was removed and Ms***’s orders were duplicated. Three orders totaling $were shipped to Ms*** between December 12th and December 18th, 2015. Please note that we have checked our call records and found no evidence of Ms*** calling in to DFS and experiencing long hold timesWe did find two calls in to Dell phone queues in which she experienced long hold times howeverWe do regret any frustration she experienced. In regards to Ms***’s statement referencing the lack of proper English by phone agents, please understand that as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. Please note that we have processed a $credit per Ms***’s request due to the delay in the shipment of her ordersThis credit will post to her DPA in the next 2-business days and will be reflected on her January billing 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
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint, Mr*** states that the Dell Preferred Account (“DPA”) in his name is fraudulent
and that he has done everything asked of him yet it has not been removed from his credit report. Dell Financial Services (“DFS”) records indicate that a DPA was opened using Mr***’s personal identifying information on May 18, DFS maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryPlease note that there was no fraud suspected at the time the account was opened. At the time the account was opened there was a purchase made in the amount of $In July DFS received the first of multiple credit disputes from Mr*** in which he claimed that the account was fraudulentAs a result of the fraud claims an investigation was openedAs part of the investigation our fraud team typically will speak to the customer by phone at which point they will ask a line of questions in order to try and determine if fraud occurredThere are usually documents requested as well that are needed to conduct a proper investigationWe regret if Mr*** found offense to the questioning and document requests. Please note that after our initial investigation we found that some of the information provided by Mr*** was conflicting, therefore we needed to wait until he spoke with the police department with which he filed his police report so that they may clear up the information and help determine if fraud occurredOn September 26, our Fraud department charged off the DPA in Mr***’s name due to fraud as they now had enough information to confidently do so. Please note that DFS is now in the process of having all four credit agencies delete the DFS trade-line from Mr***’s credit fileCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisPlease allow 30-days for the trade-line to be removed from his credit fileIf 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: The method that payments are applied is unethical and the way they "stack" purchases with a minimum required for each individual purchase is unreasonable & is a tactic only used to make sure that any differed interest makes it on to the customers balance. Dell doesn't bother to mention the fact that I paid $every month on this account since it was opened, this was done to avoid the differed interest Obviously Dell thinks it's ok to screw over their customers like thisI wont be making any more purchases from Dell & I certainly wont advise anyone else to buy anything from them either,Even their "courtesy adjustment" is a smoke screen - if they are going to apply this token amount why is it necessary for me to call them? I have no desire to speak to anyone from Dell. As far as my last purchase of $I knew that amount would not be paid in months since I thought my payments were being applied to my initial purchase (oldest balance) first
Regards,
*** ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that Dell Financial Services (“DFS”) is still reporting an old
paid off account to the credit bureausHe also states that he was a minor at the time the account was opened. DFS records indicate that Mr***’ Dell Preferred Account was opened on December 24, Based on Mr***’ date of birth as provided in the application for credit he was twenty years of age at the time of account openingThe terms of the credit agreement were disclosed to Mr*** at the time his application for credit was approvedOur records indicate that Mr*** accepted the terms of the credit agreementAdditionally, Mr. ***’ Welcome kit was 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 agreement. Our records indicate that Mr*** did not contact us to reject the DPA credit agreement. Mr***’ DPA was closed by DFS on November 18, when it became sixty (60) days delinquentThe account was later charged-off due to non-payment with a $balance on March 22, Records indicate that Mr*** contacted Collections on June 29, and was presented with an offer to settle his DPA balance for $1500, which he acceptedPayment in the amount of $was made that day and Mr***’ DPA was coded as settled in full for less than the full balance, and reported to the credit bureaus as such. Please understand that consumer account trade-lines are typically reflected in their credit history for seven (7) years from the first date in which the account became delinquent, which in this case was in September 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, or the length of time a particular trade-line will be reflected on 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
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comIn his complaint Mr*** expresses concern regarding payments he made to Dell Financial Services
(“DFS”) which were not posted to his Dell Preferred Account (“DPA”). Please understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. Please note Mr***’ prior DPA ending in and opened on June 1, was found to be compromised and was charged off due to fraud on May 3, As a result a new account number ending in was opened for Mr*** and the balance for which he was responsible was transferred to the new account. Records indicate Mr*** made three payments between June 2, and July 21, 2016 totaling $towards his old DPA after it was charged-off and the new DPA was createdHe then contacted DFS on July 20, regarding changing a payment amountWe regret the Customer Service agent did not remind Mr*** at that time to use his new account number for this payment as this may have prevented a third mis-posted payment. Mr*** called Customer Service again on July 22, and notified DFS he had made a payment the previous day towards his old account, along with a previous payment in the amount of $The Customer Service representative advised Mr*** we would need him to provide us with a Detailed Transaction Report from his bank in order to research the payments that did not post to his active accountOn July 25, the document from Mr***’s bank was received via fax and the payment research was initiatedMr*** then called DFS on July 26, and was advised the document was received and we were in the process of researching the paymentsMr*** was advised he would receive a callback in 24-hoursThe agent called Mr*** the next day and advised the payment research would take 7-daysAt that time Mr*** advised there was a third payment that did not post to his account, a payment in the amount of $from June 2, The Customer Service agent advised we would need a Detailed Transaction History from his bank showing this third payment as well as the previous document from his bank did not reflect this paymentPlease note 7-days is the appropriate timeframe quoted to customers when a payment research is taking place as it takes time to locate the payment(s) and ensure they are applied to the correct account. DFS received Mr***’s second fax for the June 2, payment on July 28, and opened a case to research this paymentOn August 1, the $and $payments were posted to his DPA and a call was made to Mr*** to notify himHe was advised the payment research for the third payment was still in processOn August 5, Mr*** was called and advised the third payment in the amount of $had posted to his accountHe was advised his remaining balance was $after the late fees assessed to his account due to this issue were waived. Regarding Mr***’s online account being locked please understand his account was not locked, rather it had not been updated to reflect his new account numberPlease note on August 23, a representative from DFS called Mr*** and assisted him in updating his online DFS profile to reflect his new account numberMr*** may now log on and manage his DPA online. Please be advised the agent on August 23, also informed Mr*** we were submitting an update to the credit reporting agencies to remove any reported late payments due to this issue. He was advised the process of updating his credit report would take 30-daysWhile 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. As of the date of this letter, Mr***’s DPA has a balance of $Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementMr***’s next minimum monthly payment in the amount of $is due on or before September 2, 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
Complaint: ***
I am rejecting this response because: I didn't understand the words "charged off" what was charged off? the entire amount of $was paid in full yet they will report to the three credit offices paid in full and charged off. I need a better explanation on what is charged off
Regards,
*** ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** expresses concern regarding the billed deferred interest charges that have
been assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on April 19, Mr*** 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*** at the time his application for credit was approvedOur records indicate that Mr*** accepted the terms of the credit agreement. Additionally, the terms and conditions of Mr***’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*** did not contact us to reject the DPA credit agreement. Please be advised that at the time the account was opened, Mr*** placed an equipment order with Dell for computer equipment totaling $1461.69, which was qualified for a promotional financing feature 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 2, promotional expiration dateIn addition to the April purchase, Mr*** made four more purchases between November 2015 and March 2016, totaling $1199.06, one of which, in the amount of $qualified for a promotional financing feature of no interest, if paid in full within monthsTo avoid deferred interest charges on this purchase Mr*** would need to pay the Total Dell Order amount by the June 2, promotional expiration date. DFS received payment on April 17, in the amount of $This payment was not sufficient to pay off the remaining promotional plan balance of $from his April purchase therefore the promotional financing feature expired and billed deferred interest charges were assessed to Mr. ***’s Dell Preferred Account in the amount of $214.31. 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. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Mr***’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 due. Regarding the method of applying payments when there are multiple plans, please note that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balanceThe total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greaterAny payment amount over the minimum payment due will be applied to the promotional plan that expires soonestPlease note that because there is a minimum payment due to each plan DFS cannot advise of a set amount for a customer to pay each month to pay off a particular promotional planCustomers have the option to contact customer service if they would like their payments allocated any differently. Please reference the terms and conditions under the section titled Application of Payments. Records indicate that Mr*** has been enrolled in paperless billing since July 17, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr*** receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. All fees assessed to Mr***’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*** 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***’s DPA on May 6, As of the date of this letter, Mr***’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 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
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I have sent ad e-mail to Dell ....***_***@dellteam.com with the police report and the investigator name.This is a copy of the e-mail to dell
From: *** ***
Sent: Wednesday, February 3, 1:AM
To: *** ***
Subject: Re: document
Hello: In addition to the letter I have sent you ,here is the most
recent information I haveI did get in contact with *** *** sheriff
and they have inform me that I have a police report with *** ***
sheriff # *** Investigator name : *** ,The *** *** records
phone # ###-###-####I hope that I have done everything possible to
collaborate in this case
Regards,
*** ***Every time Dell alleged that there is not a police report It is because the investigator from Dell did not read the e-mail I sent to her,I have legally fallow all procedures to press charges to the person who used my name to open an account in my nameAnd dell said : "Again, in order for DFS to accept the fraud claim we must receive a police report from the *** *** County Sheriff’s Department stating that they are accepting the caseUnless *** *** County accepts the case DFS will not be able to accept the fraud claim"
Regards,
*** ***
Complaint: ***
I am rejecting this response because: the actions performed by Dell were not accurately portrayedI did not receive statements of past due amounts through the mailI explained my situation of being on "fixed income" and my ability to pay every third week of the monthThe last representative assured me my situation would be noted on my account, and apparently it was notI purposely changed my phone number to avoid being harassed by collectionsI was told I had to purchased additional warranty to avoid high costs in repairs to my current computerThis was in opposition to the assurances I was given at the time of purchase
Regards,
*** ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint, Mr*** states that although he submitted evidence pertaining to his fraud claim,
he was told that Dell Financial Services (“DFS”) cannot accept it. DFS records indicate that a Dell Preferred Account (“DPA”) was opened using Mr***’s personal identifying information on October 6, DFS maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryPlease note that there was no fraud suspected at the time the account was opened. At the time the account was opened there was a purchase made in the amount of $236.20. Records indicate that this purchase was shipped to the son of the account holder*** ***, a supervisor from the DFS Fraud department spoke to Mr*** and advised that as he appears to be related to the individual that placed the order he would need to file a police report and press charges against the suspectIf the police department accepted the case then we would accept the fraud claimMr*** advised our Fraud department that the police department would not accept the case therefore DFS has advised that we would not be able to proceed with the fraud claimThis matter has been deemed a civil dispute between Mr*** and the suspect. In addition to being notified by phone, a letter was mailed to Mr***, on December 3, 2015, advising him that we were unable to accept the fraud claim and that he is responsible for the balance on the DPA. 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.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 4,
2017. In the complaint Mr*** states the following: ? He has paid lease ending in in full and submitted proof of payment however he is still getting billed for this lease. ? The representative he has been working with does not return his calls and has not corrected the issue as they have said they would. Please understand that Mr***’ company, *** Engineering Systems, Incis part of our “Platinum” servicing tier and has a dedicated account representative to assist with their servicing needsWe regret that Mr*** was not provided a timely resolution in his initial attempts to resolve this issueWe have reached out to Mr***’ account representative and found that Mr*** requested an order that was originally placed on a Dell Terms account be moved to the referenced leaseDuring the transfer the customer made payments toward the Dell Terms account for the referenced orderThese payments have now been applied to the lease and we are in the process of disposing the leaseMr***’ dedicated account representative has provided updates regarding this process to Mr*** and will advise him when the lease is disposed. We 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 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*** expresses concern regarding the outstanding Dell Preferred Account
(“DPA”) balance. Please note that per our Privacy Policy, account information is restricted to the account holder and authorized designee(s)Ms*** is not an authorized designee on the DPA in question therefore we will not be able to provide her with any account informationIf she would like to be added to the account as a designee she will need to have the account holder contact customer service at ###-###-####. Alternatively, the account holder may fax a signed letter to ###-###-####, requesting to add Ms*** to the DPA as an authorized designeePlease allow 3-business days for processing. Account Holder Name Address and Phone Number on account Last of SSN Designee Name Account Holder Signature With that being said, please note that the issue Ms*** describes in her complaint has been resolvedDFS spoke with the account holder on September 21, and resolved the issue to his satisfaction. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached responseDear 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 as well as the
status of her Dell Preferred Account (“DPA”)She also states she has attempted to settle the account on numerous occasions. Dell Financial Services (“DFS”) records indicate on October 14, 2003, Ms*** applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 27.99%The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms*** at the time her application for credit was approvedOur records indicate Ms*** accepted the terms of the credit agreementAdditionally, the terms and conditions of Ms***’ credit agreement were mailed to her within hours of her approval for creditThe terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate Ms*** did not contact us to reject the DPA credit agreement. Please be advised at the time of the account opening Ms*** placed an order with Dell totaling $Ms*** made another purchase in July in the amount of $1487.17. Please note 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, whether additional purchases are made, or whether fees are 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***’ payment history, DFS finds her minimum monthly payment amount was received late on ninety-eight occasions, totaling $in late fee chargesPlease be advised 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 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. DFS records indicate the last payment received from Ms*** was in the amount of $on November 2, Ms***’ DPA was charged-off on June 13, when it became days delinquentThe balance at the time of charge-off was $2505.88, and remains the balance todayAll fees assessed to Ms***’ account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account. Page 2 In regard to Ms***’ contacts with DFS, please be advised records indicate she contacted customer service on October 22, via email and requested a payment historyA transaction history was mailed to her at that point and several follphone calls were made to her however Ms***’ voicemail was reached on each occasionVoicemails were left but no return calls were made by Ms***On March 22, Ms*** contacted Collections however she did not request a settlement at that timeHer next contact was with customer service on April 5, as she wrote in confirming receipt of the transaction history however still disagreed with the balance owedSeveral callback attempts were made in response to this letter however a voicemail was reached each timeMs*** did call back in on April 11, 2016 however did not mention a settlement, only stated she wanted a return call, and because her account was in Collections the agent transferred her to CollectionsMs*** next called customer service on June 17, and her call was again transferred to Collections where she was offered a settlement of $1253, which she declinedMs*** spoke to Collections again on June 21, and was presented with the same settlement offerAt that time she stated she would need to speak with her husband and call back. Please note the settlement offer of $stands and if Ms*** would be willing to accept this offer she may contact Collections at ###-###-#### and make the settlement payment. Should Ms*** accept the settlement agreement DFS will submit an update to the credit bureaus to report her DFS tradeline as settled in full for less than the full balance and charged off, otherwise we will continue to report accurately as charged off with the outstanding balancePlease 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 Ms*** 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 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 her complaint Ms*** states that after opening her Dell Preferred Account
(“DPA”) and making her purchase she didn’t receive a billing statement until three days prior to the payment due dateMs*** states that she promptly paid the account in full, however was assessed a late fee, then late fees and interest in the ensuing months. Dell Financial Services (“DFS”) records indicate that Ms*** opened her DPA on March 1, 2015. At the time the account was opened an order was placed with Dell totaling $The first billing statement after this purchase was mailed to Ms*** at the address on file, which matches the address provided to the Revdex.com, on March 15, and had a payment due date of April 10, 2015. Billing statements continued to be mailed each month on the 15thThere is no record of Ms*** contacting Dell Financial Services (“DFS”) to advise that she received the initial billing statement late, or had not received subsequent billing statements. DFS received payment in the amount of $on April 12, 2015, which would have paid the account in full however since the payment was received late there had been a $late fee assessed to the DPADFS did not receive another payment from Ms*** therefore her DPA continued to be assessed late fees and interest each monthThe account was closed due to delinquency on August 14, 2015, then eventually charged-off on November 16, with a balance, consisting of late fees and interest, of $Please note that payments are posted effective as of the date they are receivedThere is no record of Ms*** calling and being advised that her payment was received on her due dateRecords indicate the payment was received on the date it was posted to her account, April 12, 2015. Please note 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. Ms***’s DPA entered Collections on June 11, 2015, and the first Collections call was made to her on June 14, when the account became days delinquentDuring that call Ms*** stated that she could not hear the caller, before hanging upCalls continued to be made and on June 22, Collections spoke with Ms*** again, and during this call she asked to be removed from the list then disconnected the callAt that time a cease and desist was added to the account, which prevented further calls from being made to herMs*** called Collections on June 25, and was advised that the agent would waive $in late fees if she would make a $payment, to which she declinedThere was no further contact from Ms***. Please be advised that all fees assessed as well as the account closure and subsequent charge-off were valid according to the agreed upon terms and conditions of the Dell Preferred Account, however due to Ms***’s contention that she did not receive her billing Page 2 statement in a timely manner, and paid the account in full upon receipt of it, we have reversed the charge-off statusIn addition we have reopened the account, waived all fees assessed and reported it to the credit bureaus as open and always current with a zero balance. Please allow 30-days for these updates to be reflected on Ms***’s 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 Ms*** 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 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: I want them to remove BOTH late charges I contacted them BEFORE my payment date regarding this, and their late response began this entire mess If they will remove BOTH late charges, then I will call and get the damn account unlocked I need them to respond TIMELY so that I can make the next payment on time This has been all their fault I did NOT spell my sister's name wrong on my entry a 2nd time, and a 2nd time does not constitute "MULTIPLE" times that's TWICE and their reasoning behind their system not recognizing my computer is lame I use the same computers - work and home - every month to pay their account So there is a problem on THEIR end with it, not mine So if they will remove both late fees, i'll call them to unlock the account even though I am still against this ridiculousness of having to do so when I have specifically set it out in writing which is the only practice that should be allowable
Regards,
*** *** ***
Complaint: ***
I am rejecting this response because: this is inaccurate, I purchased this computer in I also have tried to speak with Dell to resolve this account multiple times with long hold periods and no returned phone callsI would agree to pay the $balance (even though I do not believe I should be responsible considering all I’ve paid)However, I would like the late fees waived so that I can be done with this account.
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 August 9,
2017. In the complaint Ms*** states the following: ? She has had a Dell Preferred Account (DPA) for several years, which she closed a few years back. ? The balance has remained at $plus despite paying $a month. ? DFS wouldn’t allow the DPA to be included in her debt consolidation. ? She would like the balance to reflect $as she feels she has paid what was owed. DFS records indicate that on May 1, Ms*** applied and was approved for a DPA with a credit limit of $2,and a corresponding Annual Percentage Rate (APR) of 27.99%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***’ 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 order with Dell for computer equipment totaling $1,Ms*** then made additional purchases between November and November 2012, totaling $2,736.21. Please note that the DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees 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.” Records indicate that Ms*** created an online DFS profile on June 15, and on November 12, enrolled in paperless billingPlease understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each month. Ms*** receives a monthly email notification that her statement is available to view on the DFS website by logging in to her online profile. Page 2 After reviewing Ms***’ payment history, DFS finds that her minimum monthly payment amount was received late on occasions, totaling $1,in late fee chargesPlease be advised that when customers are 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. All fees assessed to Ms***’ 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 her remaining balanceWe have however processed a $courtesy waiver of interest charges that have been billed to her DPA in an effort to ensure customer satisfactionAs of the date of this letter Ms. ***’ DPA has a balance of $3,Currently Ms***’ DPA is days past due and has a total amount due of $by September 3, in order to avoid another late fee chargePlease keep in mind because interest accrues daily on her account, she may have additional interest charges assessed on her next regular statement. Regarding the closure of Ms***’ DPA, the account was closed when it became days delinquent on April 8, 2013. Please understand that although DFS will accept payments from a third party, we do not enter into agreements with debt consolidation companies. 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 that after he settled his Dell Preferred Account (“DPA”)
his request to remove the negative reporting from his credit report was denied. Please be advised that Mr***’s DPA was closed due to delinquency on April 22, 2016, and subsequently charged-off on June 27, after it became days delinquent. Records indicate that Mr*** contacted Collections on July 14, and made a payment to satisfy his DPA balance of $Mr*** contacted Collections again on July 26, 2016 requesting proof that he satisfied his DPA balance, and was advised at that time that there is a 30 day waiting period for a letter to be sent advising that the debt had been satisfiedThis is to ensure that payment clears prior to sending out a confirmation letterUpon receiving Mr***’s complaint through your office we escalated his request and an exception was granted to provide this letter sooner than daysPlease see the attached paid in full letter. In regard to Mr***’s contention that he made a $payment in April that was returned to his bank, please understand that DFS has no record of receiving any payment from Mr*** in the last months, prior to July 14th. Please note that as the delinquencies on Mr***’s DPA which led to the negative credit reporting are valid we must respectfully decline to remove any negative credit reportingWe are reporting Mr***’s DPA to the credit bureaus accurately as paid in full and charged-offPlease 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
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*** states that her online Dell Financial Services (“DFS”)
profile was locked after she entered the answer to her security question incorrectlyShe is requesting her account be unlocked without calling customer service. DFS records indicate that Ms***’s online DFS profile was locked on July 4, after the second failed attempt to correctly answer the security questions that she set up on her profile. Please note that it is for security purposes that once an online DFS profile is locked DFS must speak with the customer by phone in order to unlock the profileWe cannot unlock a locked online profile with written consent, Ms*** must call DFS in order to have her profile unlockedShe may call ###-###-#### and a representative will assist in unlocking her profile. In reference to DFS’ online payment portal not recognizing Ms***’s system please note that in order for her system to be recognized she would need to register her deviceOnce Ms. *** register’s her device she will no longer be asked to answer the security questions, only her password. After reviewing Ms***’s recent account activity we found that two late fee charges were assessed to her Dell Preferred Account (“DPA”), one on July and another on August 7, due to missed paymentsPlease be advised when customers are one day late DFS will charge a late fee charge to the customers DPAPlease 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 although all fees assessed to Ms***’s account have been assessed in accordance with the agreed upon terms and conditions, we have waived the August $late fee in the interest of customer satisfactionAs of the date of this letter Ms***’s DPA 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 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.com. In her complaint Ms*** states that after placing an order with Dell she was referred
for verificationShe states she has spoken to representatives from the verification department multiple times, who have verified her identity however her order keeps getting canceled. On November 12, 2015, Ms*** applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $and a corresponding variable Annual Percentage Rate (“APR”) of 29.99%At that time Ms*** placed several orders with Dell which were referred to our Fraud department for further verification. Dell Financial Services (“DFS”) maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industry. DFS records indicate that Ms***’s orders were referred to our Fraud department through our review processOnce an order is referred to our fraud department for further verification we must speak to the account holder by phoneIt appears though that our Fraud department did speak to Ms*** however due to an oversight on the part of the representative the hold was not removed from her accountHer orders were canceled due to the length of time they were on holdAdditionally, Ms***’s attempts at replacing her orders were canceled as well due to the hold that remained on her accountOn December 11, the hold was removed and Ms***’s orders were duplicated. Three orders totaling $were shipped to Ms*** between December 12th and December 18th, 2015. Please note that we have checked our call records and found no evidence of Ms*** calling in to DFS and experiencing long hold timesWe did find two calls in to Dell phone queues in which she experienced long hold times howeverWe do regret any frustration she experienced. In regards to Ms***’s statement referencing the lack of proper English by phone agents, please understand that as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. Please note that we have processed a $credit per Ms***’s request due to the delay in the shipment of her ordersThis credit will post to her DPA in the next 2-business days and will be reflected on her January billing 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
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint, Mr*** states that the Dell Preferred Account (“DPA”) in his name is fraudulent
and that he has done everything asked of him yet it has not been removed from his credit report. Dell Financial Services (“DFS”) records indicate that a DPA was opened using Mr***’s personal identifying information on May 18, DFS maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryPlease note that there was no fraud suspected at the time the account was opened. At the time the account was opened there was a purchase made in the amount of $In July DFS received the first of multiple credit disputes from Mr*** in which he claimed that the account was fraudulentAs a result of the fraud claims an investigation was openedAs part of the investigation our fraud team typically will speak to the customer by phone at which point they will ask a line of questions in order to try and determine if fraud occurredThere are usually documents requested as well that are needed to conduct a proper investigationWe regret if Mr*** found offense to the questioning and document requests. Please note that after our initial investigation we found that some of the information provided by Mr*** was conflicting, therefore we needed to wait until he spoke with the police department with which he filed his police report so that they may clear up the information and help determine if fraud occurredOn September 26, our Fraud department charged off the DPA in Mr***’s name due to fraud as they now had enough information to confidently do so. Please note that DFS is now in the process of having all four credit agencies delete the DFS trade-line from Mr***’s credit fileCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisPlease allow 30-days for the trade-line to be removed from his credit fileIf 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: The method that payments are applied is unethical and the way they "stack" purchases with a minimum required for each individual purchase is unreasonable & is a tactic only used to make sure that any differed interest makes it on to the customers balance. Dell doesn't bother to mention the fact that I paid $every month on this account since it was opened, this was done to avoid the differed interest Obviously Dell thinks it's ok to screw over their customers like thisI wont be making any more purchases from Dell & I certainly wont advise anyone else to buy anything from them either,Even their "courtesy adjustment" is a smoke screen - if they are going to apply this token amount why is it necessary for me to call them? I have no desire to speak to anyone from Dell. As far as my last purchase of $I knew that amount would not be paid in months since I thought my payments were being applied to my initial purchase (oldest balance) first
Regards,
*** ***
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that Dell Financial Services (“DFS”) is still reporting an old
paid off account to the credit bureausHe also states that he was a minor at the time the account was opened. DFS records indicate that Mr***’ Dell Preferred Account was opened on December 24, Based on Mr***’ date of birth as provided in the application for credit he was twenty years of age at the time of account openingThe terms of the credit agreement were disclosed to Mr*** at the time his application for credit was approvedOur records indicate that Mr*** accepted the terms of the credit agreementAdditionally, Mr. ***’ Welcome kit was 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 agreement. Our records indicate that Mr*** did not contact us to reject the DPA credit agreement. Mr***’ DPA was closed by DFS on November 18, when it became sixty (60) days delinquentThe account was later charged-off due to non-payment with a $balance on March 22, Records indicate that Mr*** contacted Collections on June 29, and was presented with an offer to settle his DPA balance for $1500, which he acceptedPayment in the amount of $was made that day and Mr***’ DPA was coded as settled in full for less than the full balance, and reported to the credit bureaus as such. Please understand that consumer account trade-lines are typically reflected in their credit history for seven (7) years from the first date in which the account became delinquent, which in this case was in September 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, or the length of time a particular trade-line will be reflected on 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
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comIn his complaint Mr*** expresses concern regarding payments he made to Dell Financial Services
(“DFS”) which were not posted to his Dell Preferred Account (“DPA”). Please understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. Please note Mr***’ prior DPA ending in and opened on June 1, was found to be compromised and was charged off due to fraud on May 3, As a result a new account number ending in was opened for Mr*** and the balance for which he was responsible was transferred to the new account. Records indicate Mr*** made three payments between June 2, and July 21, 2016 totaling $towards his old DPA after it was charged-off and the new DPA was createdHe then contacted DFS on July 20, regarding changing a payment amountWe regret the Customer Service agent did not remind Mr*** at that time to use his new account number for this payment as this may have prevented a third mis-posted payment. Mr*** called Customer Service again on July 22, and notified DFS he had made a payment the previous day towards his old account, along with a previous payment in the amount of $The Customer Service representative advised Mr*** we would need him to provide us with a Detailed Transaction Report from his bank in order to research the payments that did not post to his active accountOn July 25, the document from Mr***’s bank was received via fax and the payment research was initiatedMr*** then called DFS on July 26, and was advised the document was received and we were in the process of researching the paymentsMr*** was advised he would receive a callback in 24-hoursThe agent called Mr*** the next day and advised the payment research would take 7-daysAt that time Mr*** advised there was a third payment that did not post to his account, a payment in the amount of $from June 2, The Customer Service agent advised we would need a Detailed Transaction History from his bank showing this third payment as well as the previous document from his bank did not reflect this paymentPlease note 7-days is the appropriate timeframe quoted to customers when a payment research is taking place as it takes time to locate the payment(s) and ensure they are applied to the correct account. DFS received Mr***’s second fax for the June 2, payment on July 28, and opened a case to research this paymentOn August 1, the $and $payments were posted to his DPA and a call was made to Mr*** to notify himHe was advised the payment research for the third payment was still in processOn August 5, Mr*** was called and advised the third payment in the amount of $had posted to his accountHe was advised his remaining balance was $after the late fees assessed to his account due to this issue were waived. Regarding Mr***’s online account being locked please understand his account was not locked, rather it had not been updated to reflect his new account numberPlease note on August 23, a representative from DFS called Mr*** and assisted him in updating his online DFS profile to reflect his new account numberMr*** may now log on and manage his DPA online. Please be advised the agent on August 23, also informed Mr*** we were submitting an update to the credit reporting agencies to remove any reported late payments due to this issue. He was advised the process of updating his credit report would take 30-daysWhile 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. As of the date of this letter, Mr***’s DPA has a balance of $Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementMr***’s next minimum monthly payment in the amount of $is due on or before September 2, 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