Complaint: ***
I am rejecting this response because: Now it says when I try to purchase an item with my account that you guys wont extend my credit which doesn't make sense since The purchase was only 100$ and I have 600plus$ left. The block is removed but now your still not letting me buy stuff
Regards,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from *** Norvell, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 23,
2017. In the complaint Ms*** states the following: ? Upon filling out an application for credit for her business she was asked for her personal information in order to secure creditShe was then transferred to the business credit line where she was asked to run her business credit again. ? She would like the inquiry removed from her credit file. Please be advised that DFS received both a consumer credit application for *** *** as well as a business credit application for “Get the 411” on May 22, The consumer credit application was denied and Ms*** was mailed a letter advising of the reasons for the denialThe business application was denied as well and records show that Ms*** attempted to get approved by adding a Personal Guarantor to the business applicationThe business application was denied with the Personal Guarantor alsoWe do not have record of Ms*** business credit being run a second time or of her being advised that it would be run a second time. We must respectfully decline to remove the inquiries from Ms*** personal and business credit as she gave her consent prior to submitting the credit applicationsIf Ms*** should have any questions regarding her consumer credit report, she will need to contact *** at ***-**7-***, *** at ***-***-***, *** ** ***-***-***, Innovis at ***-***-*** or at the phone number on her credit reportFor questions regarding her business credit I have provided contact information for each of the business bureaus below. *** *** *** *** *** ** ** *** *** Allen, TX 75013 http://www.***.com/ (***) **7-*** *** POBox 740241 Atlanta, GA 30374 http://www.***.com/home/en_us (***) ***-*** *** * *** *** *** *** Page 2 B*** ** ***
*** *** *** *** 9** ***
*** *** *** NY 11101 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:StopPuttingMyDFSAccountOnHoldEveryTimeIPlaceAnOrderPlease!! See previous closed complaint which WAS resolved but now you go and block my account AGAINFOR NO REASON!I want you to reinstate my account, stop putting it on hold, and give me store credit for repeated trouble
Regards,
*** ***
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 a Dell Preferred Account (“DPA”) is reflecting on
his credit report that belongs to his father. Please be advised that a DPA was opened in Mr***’s name in August when Dell Financial Services (“DFS”) received a credit application containing information which verifies to himPlease understand that DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryThere was no fraud suspected at the time of the account opening. Records indicate that Mr*** contacted DFS for the first time stating that the account belonged to his father, and that it was incorrectly reflecting a bankruptcy, in April At that time DFS found that his father had filed bankruptcy previously and Mr***’s DPA was coded bankruptcy in error. Please note that once an account is coded for bankruptcy that it is charged-off as well, and reported to the credit bureaus as suchIn order to correct this reporting DFS created a new account for Mr*** ending in ***, and removed the old account ending in from his credit fileThe balance prior to the new account being created was $1392.39, however only the principal balance of $was transferred over to the new DPABilling statements were mailed to the address on file, *** *** *** *** ** ***, reflecting this balanceDFS did not receive payment after the new account was created therefore no payment was reported to the credit bureausHowever as the account was no longer reported as being delinquent and included in bankruptcy DFS updated the reporting to show the account as being current, or “pays as agreed.” Account ending in *** charged-off due to non-payment with a $balance on November 16, 2015, and is correctly reflected as such on his credit report. Mr*** was previously advised that if he did not open this account and he believes that his father did then he would need to file a police report claiming fraud and naming his father as a suspectThere is no record of DFS receiving this police reportIf Mr*** would like to proceed with a fraud claim he may fax a police report to our Fraud department at ###-###-####. We hope this letter explains and helps to 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,
*** ***
Please see the attached response and supporting document. Dear Madam or Sir: We are in receipt of the follcomplaint from *** ***, originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on October 10, 2017. In the complaint Ms*** states the following: ? The response is inaccurate as her computer was purchased in 2010. ? She has tried to resolve her concerns multiple times to no avail due to long hold times and no returned phone calls. ? She would agree to pay the $balance however would like the late fees waived. Please see the attached transaction history which reflects that Ms***’s computer was purchased in April 2012, not 2010. As previously stated all fees assessed to Ms***’s account are valid therefore we must respectfully decline to waive themAs of the date of this letter the DPA balance is $2,070.42. Please note that DFS has no record of the phone calls Ms*** references in which she experienced long hold times and did not have her calls returnedWe researched Dell records as well and could not locate any calls to support Ms***’s claimAgain, we ask that she contact Dell customer care at 800-624-if she has any outstanding technical support issues with her computer that she would like addressed. We hope this letter further 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
Complaint: ***
I am rejecting this response because:
I was not even able to get past the payment screen because it says "Unfortunately we are unable to extend you credit through Dell Preferred Account at this time."This should be able to purchaseYet it wont let me past the payment step of checkoutAgain it says "Unfortunately we are unable to extend you credit through Dell Preferred Account at this time." Stop messing around and let me buy stuff please. Regards,
*** ***
I have made the full balance of payment, however I do not agree with what they are statingI never received an offer to lower my APR, this is absolutely incorrectAlso I need to see a list of all the things I have purchased as I do not recall purchasing items from themI also need to see the dates you mailed me the statementAs far as I recall the statements were always received late and I did not have enough time to make the payments on a timely basisI made the full payment as I want to be done with them, please refer to all the complaints from consumersThese people are cheating the consumers, this needs to be looked intoOnce I receive the full statement and if what they are stating is not correct I will take them to courtToo many people are getting away with cheating the consumers and they need to be stoppedI want them to close my account as I do not wish to do any business with them in future and will also inform my friends and family to never do business with such dishonest peopleThank you,
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 his billing statement was sent to an incorrect
address which resulted in late fees being assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate Mr*** opened his DPA on January 25, At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $There were then six additional purchases made between January and May totaling $It appears although Mr*** provided his current billing address to Dell at the time of his most recent purchase in May 2016, he did not notify Dell Financial Services (“DFS”) of his address change until July 24, At that time the address on file was updated from *** *** *** *** ** *** to the address he provided to your officeSince DFS was not previously notified of a change in billing address, the billing statements after his recent purchase were sent to the previous addressPlease reference the terms and conditions regarding change of address: Change of AddressIf you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at www.dellfinancialservices.com. In regard to the late fee charges please 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. Records indicate Mr*** spoke with a representative from Collections on July 24, 2016, and upon explaining he had not received a bill, the representative waived the July late fee in the amount of $as a courtesyThe representative also emailed Mr*** a copy of his billing statement and Mr*** advised once he received them he would mail in a paymentDFS received Mr***’s payment on August 5, in the amount of $1123.48, which was the total remaining balance minus the $late fee assessed in June 2016. Please note although all fees assessed to Mr***’s account have been assessed in accordance with the agreed upon terms and conditions, we have waived the remaining $late fee in the interest of customer satisfaction and in an effort to resolve this issueAs Mr***’s billing address has been updated a billing statement reflecting a $balance will be mailed to him on August 20, 2016. Please note Collection efforts began after Mr***’s payment was not received by his July 15, due date, at which point his DPA fell two months delinquentDFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due dateThe reason for these contacts is to advise the customer of a past due amount and to attempt to collect that amountThe preferred method of payment by the Collections department is check by phone. Please note the name as reflected on Mr***’s DPA was *** *** and had been since the account was openedPlease understand we have now corrected the spelling of the name as reflected on the DPA. Page 2 We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached 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 30, Mr*** 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 Mr*** at the time his application for credit was approvedOur records indicate that Mr*** accepted the terms of the credit agreementAdditionally, 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 on May 8, Mr*** placed an equipment order with Dell for computer equipment totaling $This order 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 June 13, 2016. DFS records indicate that Mr*** logged into his online Dell Financial Services profile and made a payment in the amount of $on June 12, On June 13, Mr***’s expiring promotional plan had a remaining balance of $therefore the promotional financing feature expired and on June 17, 2016, when his statement cycled, billed deferred interest charges were assessed to his Dell Preferred Account in the amount of $363.17. Please understand that all fees assessed to Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however he spoke with a representative from customer care on June 21, 2016, and in the interest of customer satisfaction was given a $credit towards the deferred interest chargesWe have now waived the remaining $in deferred interest as Mr*** attempted to make another payment to pay the remaining promotional balance after realizing his promotion was about to expire, however due to DFS policy was not able to schedule another online payment for ten daysDFS received Mr***’s payment through his financial institution on June 17, 2016, and in conjunction with the waivers his DPA now has a $balance. Please note for future reference that payment options are listed on the back of DPA billing statementsThese payment options include payment by phone, which Mr*** would have been able to process the same day he made his online payment, and would have avoided the deferred interest chargesThe phone number for customer service is listed on the back of his billing statement as well. Page 2 In regard to the email Mr*** states he sent to DFS regarding this issue for which did not receive a response, please be advised that we have checked our records and could not locate a recent email from him. 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 the follcomplaint from *** ***We appreciate the customers desire to have his concerns addressed to his satisfaction. Please note in our previous response we advised that thirteen of Mr***’s payments were returned due to insufficient fundsAs a result of these returned payments Mr***’s account was assessed an insufficient funds fee on each occasionThese fees were valid therefore we must once again respectfully decline to waive them. In our previous response we also advised that on nine occasions an additional payment was processed, which were authorized by the account holder according to the terms and conditions of the accountPlease note we reviewed each available recorded phone call between Mr*** and Dell Financial Services (“DFS”) and determined that on seven occasions an agent spoke with Mr*** and received verbal consent to process the paymentPlease understand DFS policy prohibits us from providing these call recordings to Mr***. During the two instances in which a payment was processed without speaking to Mr*** we attempted to reach him multiple times, as we were not able to reach him a payment was processed for the past due amount on his accountAs stated above even without contact with a customer, we are authorized to withdraw a payment for the past due amount according to the terms the customer agreed to upon opening the accountRecords do not indicate Mr*** was called ten times in any given day. We hope this letter further 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 27, 2017. In the
complaint Mr*** states the following: ? Late fees and interest charges are being assessed to his Dell Preferred Account (“DPA”) when his payment is received less than days past the due date. ? He states that he thought New York state residents are allotted a day grace period. DFS records indicate that on June 08, Mr*** applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4,and a corresponding APR of 19.99%. The terms of the credit agreement 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 agreementAdditionally, the terms of Mr***’s 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. At the time the account was opened, Mr*** placed an order with Dell for computer equipment totaling $Between August and November Mr*** made additional purchases, totaling $2,827.18. After reviewing Mr***’s payment history, DFS finds that his minimum monthly payment amount was received late on occasions, totaling $1,in late fee chargesIn January and June Mr*** was provided late fee credits of $each as a courtesyPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account, regardless of the amount of the previous paymentMr*** would need to reference the section of his credit agreement titled ChargesRegarding the New York law Mr*** references, please note that there is such a law in the state of New York that allows a day grace period for its residents however this applies to retail installment loansThe DPA is not a retail installment loan therefore would not fall under this provision. 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 Mr*** 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 Page 2 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. All fees assessed to Mr***’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred AccountAs of the date of this letter, Mr***'s Dell Preferred Account balance is $1,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 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 Dell - Internal Use - Confidential
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*** states after using her existing Dell Preferred Account (“DPA”) to make a new
purchase she was referred for verificationMs*** states she provided exactly what she was asked for, however, the verification hold on her account was still not removed. She also states she experienced unprofessional behavior when attempting to contact and in speaking to Dell Financial Services (“DFS”). 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 Ms***’s DPA was opened on April 22, On August 21, Ms*** placed an order in the amount of $768.00, which was referred to our Fraud department through our review processOn August 22, Ms*** spoke with our Fraud department but she was not able to complete the verification process as the information she provided did not match our recordsAt that time, as part of the verification process, she was asked to provide proof of identity documentsOn August 27, Ms*** called our Fraud department regarding her orders and was advised we still needed the proof of identity documentsOn September 6, 2016 Ms***, after our Fraud department still had not received the needed documents, contacted Sales and asked to cancel the order. Please be advised DFS has no record of any other phone calls from Ms***, aside from the August 22nd and 27th callsAlthough we regret Ms***’s experience of being transferred multiple times while attempting to resolve this issue, it does not appear her call was to DFSAdditionally DFS has no record of the referenced emails from Ms***. We regret any inconvenience this matter may have caused to Ms***I hope this letter clarifies and resolves this matterPlease do not hesitate to contact me directly should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services P: ###-###-#### Email: ***_***@Dell.com
Complaint: ***
I am rejecting this response because: I don't really care what you sayI'm asking that the account be removed because it is an old account and it has been on my report enough timeI will contact my attorney in the morningI hope that you will remove ASAP before you get seven with papers from my attorney.
Regards,
*** ***
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*** states she contacted Dell and ordered a laptop, however she did not
receive it, instead an order she did not place was charged to her Dell Preferred Account (“DPA”). She since re-ordered the laptop and received it, however the original one she did not receive is still reflecting in her DPA balance. We apologize for any inconvenience this matter may have caused to Ms***While we realize only our future service opportunities can restore her confidence in us completely, we want to assure her that her experience was unusualWe strive to provide our customers with friendly and efficient service, and hope any future service opportunities result in her complete satisfaction. Dell Financial Services (“DFS”) records indicate Ms***’s DPA was opened on August 27, Ms. *** applied and was qualified for a DPA with a credit limit of $and an APR of 25.99%. Ms***’s DPA balance was $on January 4, when she called Dell and placed an order in the amount of $Due to a Dell sales error this order was placed in another individual’s name and was shipped to this other individual, but was charged to Ms***’s DPARecords indicate Ms*** contacted DFS on many occasions between January 7, and April 15, regarding this issuePlease understand DFS had been working diligently in an attempt to reach the customer the order was shipped to so we may transfer the order to his account, however we have been unsuccessful thus farAs of May 4, 2016 DFS has written the order off and it was removed from Ms***’s DPA. Ms***’s order in the amount of $was placed on January 13, 2016, and was shipped out on January 18, 2016. As of the date of this letter Ms***’s DPA balance is $A billing statement reflecting this balance was mailed out on May 9, 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 need to open this case back up please, I just received a bill from dell (on the same closed dell account) the charges are back on my account $Dell reference# *** posting date 11-29-Description: Balance Adjustment - Acct over-creditedplease help me
Regards,
*** ***
Complaint ID: ***
This is in response to the reply from the business, Dell Financial Services (DFS), dated 7/18/Despite the attention from DFS after Revdex.com’s involvement, the reply has failed to demonstrate a slight sense of taking the responsibility with ACTION of any kind and caring for its customers for realMore specifically, despite its admission of fault using the reasons such as “human error”, “inventory issue”, and “unusual experience”, at the end of the day, it is the consumer who has suffered the delay, loss of use, and stress for the extended period of timeFurther, DFS has not expressed any willingness to take any tangible actions in fixing its problems evidenced in this complaint and beyond, and its “carelessness-for-customer” culture and practices are well demonstrated through it’s trained representative who blatantly told customer about no promise or estimate of shipping whatsoever and acted in a highly unprofessional and rude manner by constantly interrupting customer during telephone conversation and showing off arroganceThis kind of customer care, being absolutely the worst as I truly recall in any situation, is nothing but a joke
On a side note, given that perhaps DFS deems a suggestion of “should provide reasonable compensation” in its own unspecified angle, it might be advisable to know two factsOne is that many reputable businesses do take the responsibility sincerely and, as an example, offer a tiny token such as a gift card as a friendly gesture of customer care and accepting the responsibilityTwo is that if customers deem it worthwhile, they most likely know the venue to demand and claim damages for this kind of prime facie breach of contract and intentional fraud of cheap-part-substitution
In conclusion, I do not believe DFS has offered an acceptable solution or is willing to change its unacceptable business practicesAs a result, I cannot accept its response
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 she attempted to make a payment on her Dell Preferred Account
(“DPA”) twice however could not determine if payment was received. Dell Financial Services (“DFS”) records indicate that Ms*** opened her DPA on March 10, Ms*** applied and was qualified for a DPA with a credit limit of $and an APR of 19.99% at the time of credit approvalAfter applying for the DPA and upon approval, Ms. *** was advised that she was approved for the DPAShe was then disclosed the credit limit and APR for which she qualified. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $DFS did not receive payment by the April 16, payment due date as reflected on Ms***’ March billing statement therefore a late payment fee in the amount of $was assessed to her DPA on April 17, Records indicate that Ms*** contacted customer service on April 20, and this late fee was waived as a courtesy. Records indicate that Ms*** scheduled an online payment in the amount of $at 11:PM on May 2, 2016, which was processed on May 3, at 6:PMAn email was sent to Ms*** at the time she scheduled the payment notifying her that a payment had been scheduledMs*** then contacted Collections on May 3, at 11:AM and advised that she had made a payment online. The representative with whom she spoke advised that they could not see the payment, as it had not yet posted to her DPAThe representative at that time offered to take Ms***’ payment and Ms. *** agreed to process a payment of $at that time by phoneRecords confirm that she was provided a confirmation number for this payment over the phoneMs*** was provided the customer service number to call and cancel the online payment if she choseMs*** contacted customer service on May 4, but did not request to cancel the online payment. As of the date of this letter Ms***’ DPA balance is $Her next monthly billing statement will be mailed to her on May 21, and will have a payment due date of June 16, 2016. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Complaint: ***
I am rejecting this response because: Now it says when I try to purchase an item with my account that you guys wont extend my credit which doesn't make sense since The purchase was only 100$ and I have 600plus$ left. The block is removed but now your still not letting me buy stuff
Regards,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of a complaint from *** Norvell, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on May 23,
2017. In the complaint Ms*** states the following: ? Upon filling out an application for credit for her business she was asked for her personal information in order to secure creditShe was then transferred to the business credit line where she was asked to run her business credit again. ? She would like the inquiry removed from her credit file. Please be advised that DFS received both a consumer credit application for *** *** as well as a business credit application for “Get the 411” on May 22, The consumer credit application was denied and Ms*** was mailed a letter advising of the reasons for the denialThe business application was denied as well and records show that Ms*** attempted to get approved by adding a Personal Guarantor to the business applicationThe business application was denied with the Personal Guarantor alsoWe do not have record of Ms*** business credit being run a second time or of her being advised that it would be run a second time. We must respectfully decline to remove the inquiries from Ms*** personal and business credit as she gave her consent prior to submitting the credit applicationsIf Ms*** should have any questions regarding her consumer credit report, she will need to contact *** at ***-**7-***, *** at ***-***-***, *** ** ***-***-***, Innovis at ***-***-*** or at the phone number on her credit reportFor questions regarding her business credit I have provided contact information for each of the business bureaus below. *** *** *** *** *** ** ** *** *** Allen, TX 75013 http://www.***.com/ (***) **7-*** *** POBox 740241 Atlanta, GA 30374 http://www.***.com/home/en_us (***) ***-*** *** * *** *** *** *** Page 2 B*** ** ***
*** *** *** *** 9** ***
*** *** *** NY 11101 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:StopPuttingMyDFSAccountOnHoldEveryTimeIPlaceAnOrderPlease!! See previous closed complaint which WAS resolved but now you go and block my account AGAINFOR NO REASON!I want you to reinstate my account, stop putting it on hold, and give me store credit for repeated trouble
Regards,
*** ***
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 a Dell Preferred Account (“DPA”) is reflecting on
his credit report that belongs to his father. Please be advised that a DPA was opened in Mr***’s name in August when Dell Financial Services (“DFS”) received a credit application containing information which verifies to himPlease understand that DFS maintains policies and procedures to detect and prevent fraud and identity theft. These policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryThere was no fraud suspected at the time of the account opening. Records indicate that Mr*** contacted DFS for the first time stating that the account belonged to his father, and that it was incorrectly reflecting a bankruptcy, in April At that time DFS found that his father had filed bankruptcy previously and Mr***’s DPA was coded bankruptcy in error. Please note that once an account is coded for bankruptcy that it is charged-off as well, and reported to the credit bureaus as suchIn order to correct this reporting DFS created a new account for Mr*** ending in ***, and removed the old account ending in from his credit fileThe balance prior to the new account being created was $1392.39, however only the principal balance of $was transferred over to the new DPABilling statements were mailed to the address on file, *** *** *** *** ** ***, reflecting this balanceDFS did not receive payment after the new account was created therefore no payment was reported to the credit bureausHowever as the account was no longer reported as being delinquent and included in bankruptcy DFS updated the reporting to show the account as being current, or “pays as agreed.” Account ending in *** charged-off due to non-payment with a $balance on November 16, 2015, and is correctly reflected as such on his credit report. Mr*** was previously advised that if he did not open this account and he believes that his father did then he would need to file a police report claiming fraud and naming his father as a suspectThere is no record of DFS receiving this police reportIf Mr*** would like to proceed with a fraud claim he may fax a police report to our Fraud department at ###-###-####. We hope this letter explains and helps to 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
Complaint: ***I tried calling DFS and because I do stutter I would like someone from DFS to email me to discuss the payment plan
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
Regards,
*** ***
Please see the attached response and supporting document. Dear Madam or Sir: We are in receipt of the follcomplaint from *** ***, originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on October 10, 2017. In the complaint Ms*** states the following: ? The response is inaccurate as her computer was purchased in 2010. ? She has tried to resolve her concerns multiple times to no avail due to long hold times and no returned phone calls. ? She would agree to pay the $balance however would like the late fees waived. Please see the attached transaction history which reflects that Ms***’s computer was purchased in April 2012, not 2010. As previously stated all fees assessed to Ms***’s account are valid therefore we must respectfully decline to waive themAs of the date of this letter the DPA balance is $2,070.42. Please note that DFS has no record of the phone calls Ms*** references in which she experienced long hold times and did not have her calls returnedWe researched Dell records as well and could not locate any calls to support Ms***’s claimAgain, we ask that she contact Dell customer care at 800-624-if she has any outstanding technical support issues with her computer that she would like addressed. We hope this letter further 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
Complaint: ***
I am rejecting this response because:
I was not even able to get past the payment screen because it says "Unfortunately we are unable to extend you credit through Dell Preferred Account at this time."This should be able to purchaseYet it wont let me past the payment step of checkoutAgain it says "Unfortunately we are unable to extend you credit through Dell Preferred Account at this time." Stop messing around and let me buy stuff please. Regards,
*** ***
I have made the full balance of payment, however I do not agree with what they are statingI never received an offer to lower my APR, this is absolutely incorrectAlso I need to see a list of all the things I have purchased as I do not recall purchasing items from themI also need to see the dates you mailed me the statementAs far as I recall the statements were always received late and I did not have enough time to make the payments on a timely basisI made the full payment as I want to be done with them, please refer to all the complaints from consumersThese people are cheating the consumers, this needs to be looked intoOnce I receive the full statement and if what they are stating is not correct I will take them to courtToo many people are getting away with cheating the consumers and they need to be stoppedI want them to close my account as I do not wish to do any business with them in future and will also inform my friends and family to never do business with such dishonest peopleThank you,
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 his billing statement was sent to an incorrect
address which resulted in late fees being assessed to his Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate Mr*** opened his DPA on January 25, At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $There were then six additional purchases made between January and May totaling $It appears although Mr*** provided his current billing address to Dell at the time of his most recent purchase in May 2016, he did not notify Dell Financial Services (“DFS”) of his address change until July 24, At that time the address on file was updated from *** *** *** *** ** *** to the address he provided to your officeSince DFS was not previously notified of a change in billing address, the billing statements after his recent purchase were sent to the previous addressPlease reference the terms and conditions regarding change of address: Change of AddressIf you move or change your billing address or e-mail address, you agree to promptly notify us of your new address in writing or online at www.dellfinancialservices.com. In regard to the late fee charges please 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. Records indicate Mr*** spoke with a representative from Collections on July 24, 2016, and upon explaining he had not received a bill, the representative waived the July late fee in the amount of $as a courtesyThe representative also emailed Mr*** a copy of his billing statement and Mr*** advised once he received them he would mail in a paymentDFS received Mr***’s payment on August 5, in the amount of $1123.48, which was the total remaining balance minus the $late fee assessed in June 2016. Please note although all fees assessed to Mr***’s account have been assessed in accordance with the agreed upon terms and conditions, we have waived the remaining $late fee in the interest of customer satisfaction and in an effort to resolve this issueAs Mr***’s billing address has been updated a billing statement reflecting a $balance will be mailed to him on August 20, 2016. Please note Collection efforts began after Mr***’s payment was not received by his July 15, due date, at which point his DPA fell two months delinquentDFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due dateThe reason for these contacts is to advise the customer of a past due amount and to attempt to collect that amountThe preferred method of payment by the Collections department is check by phone. Please note the name as reflected on Mr***’s DPA was *** *** and had been since the account was openedPlease understand we have now corrected the spelling of the name as reflected on the DPA. Page 2 We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached 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 30, Mr*** 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 Mr*** at the time his application for credit was approvedOur records indicate that Mr*** accepted the terms of the credit agreementAdditionally, 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 on May 8, Mr*** placed an equipment order with Dell for computer equipment totaling $This order 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 June 13, 2016. DFS records indicate that Mr*** logged into his online Dell Financial Services profile and made a payment in the amount of $on June 12, On June 13, Mr***’s expiring promotional plan had a remaining balance of $therefore the promotional financing feature expired and on June 17, 2016, when his statement cycled, billed deferred interest charges were assessed to his Dell Preferred Account in the amount of $363.17. Please understand that all fees assessed to Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however he spoke with a representative from customer care on June 21, 2016, and in the interest of customer satisfaction was given a $credit towards the deferred interest chargesWe have now waived the remaining $in deferred interest as Mr*** attempted to make another payment to pay the remaining promotional balance after realizing his promotion was about to expire, however due to DFS policy was not able to schedule another online payment for ten daysDFS received Mr***’s payment through his financial institution on June 17, 2016, and in conjunction with the waivers his DPA now has a $balance. Please note for future reference that payment options are listed on the back of DPA billing statementsThese payment options include payment by phone, which Mr*** would have been able to process the same day he made his online payment, and would have avoided the deferred interest chargesThe phone number for customer service is listed on the back of his billing statement as well. Page 2 In regard to the email Mr*** states he sent to DFS regarding this issue for which did not receive a response, please be advised that we have checked our records and could not locate a recent email from him. 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 the follcomplaint from *** ***We appreciate the customers desire to have his concerns addressed to his satisfaction. Please note in our previous response we advised that thirteen of Mr***’s payments were returned due to insufficient fundsAs a result of these returned payments Mr***’s account was assessed an insufficient funds fee on each occasionThese fees were valid therefore we must once again respectfully decline to waive them. In our previous response we also advised that on nine occasions an additional payment was processed, which were authorized by the account holder according to the terms and conditions of the accountPlease note we reviewed each available recorded phone call between Mr*** and Dell Financial Services (“DFS”) and determined that on seven occasions an agent spoke with Mr*** and received verbal consent to process the paymentPlease understand DFS policy prohibits us from providing these call recordings to Mr***. During the two instances in which a payment was processed without speaking to Mr*** we attempted to reach him multiple times, as we were not able to reach him a payment was processed for the past due amount on his accountAs stated above even without contact with a customer, we are authorized to withdraw a payment for the past due amount according to the terms the customer agreed to upon opening the accountRecords do not indicate Mr*** was called ten times in any given day. We hope this letter further 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 27, 2017. In the
complaint Mr*** states the following: ? Late fees and interest charges are being assessed to his Dell Preferred Account (“DPA”) when his payment is received less than days past the due date. ? He states that he thought New York state residents are allotted a day grace period. DFS records indicate that on June 08, Mr*** applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4,and a corresponding APR of 19.99%. The terms of the credit agreement 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 agreementAdditionally, the terms of Mr***’s 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. At the time the account was opened, Mr*** placed an order with Dell for computer equipment totaling $Between August and November Mr*** made additional purchases, totaling $2,827.18. After reviewing Mr***’s payment history, DFS finds that his minimum monthly payment amount was received late on occasions, totaling $1,in late fee chargesIn January and June Mr*** was provided late fee credits of $each as a courtesyPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account, regardless of the amount of the previous paymentMr*** would need to reference the section of his credit agreement titled ChargesRegarding the New York law Mr*** references, please note that there is such a law in the state of New York that allows a day grace period for its residents however this applies to retail installment loansThe DPA is not a retail installment loan therefore would not fall under this provision. 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 Mr*** 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 Page 2 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. All fees assessed to Mr***’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred AccountAs of the date of this letter, Mr***'s Dell Preferred Account balance is $1,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 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 Dell - Internal Use - Confidential
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*** states after using her existing Dell Preferred Account (“DPA”) to make a new
purchase she was referred for verificationMs*** states she provided exactly what she was asked for, however, the verification hold on her account was still not removed. She also states she experienced unprofessional behavior when attempting to contact and in speaking to Dell Financial Services (“DFS”). 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 Ms***’s DPA was opened on April 22, On August 21, Ms*** placed an order in the amount of $768.00, which was referred to our Fraud department through our review processOn August 22, Ms*** spoke with our Fraud department but she was not able to complete the verification process as the information she provided did not match our recordsAt that time, as part of the verification process, she was asked to provide proof of identity documentsOn August 27, Ms*** called our Fraud department regarding her orders and was advised we still needed the proof of identity documentsOn September 6, 2016 Ms***, after our Fraud department still had not received the needed documents, contacted Sales and asked to cancel the order. Please be advised DFS has no record of any other phone calls from Ms***, aside from the August 22nd and 27th callsAlthough we regret Ms***’s experience of being transferred multiple times while attempting to resolve this issue, it does not appear her call was to DFSAdditionally DFS has no record of the referenced emails from Ms***. We regret any inconvenience this matter may have caused to Ms***I hope this letter clarifies and resolves this matterPlease do not hesitate to contact me directly should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services P: ###-###-#### Email: ***_***@Dell.com
Complaint: ***
I am rejecting this response because: I don't really care what you sayI'm asking that the account be removed because it is an old account and it has been on my report enough timeI will contact my attorney in the morningI hope that you will remove ASAP before you get seven with papers from my attorney.
Regards,
*** ***
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*** states she contacted Dell and ordered a laptop, however she did not
receive it, instead an order she did not place was charged to her Dell Preferred Account (“DPA”). She since re-ordered the laptop and received it, however the original one she did not receive is still reflecting in her DPA balance. We apologize for any inconvenience this matter may have caused to Ms***While we realize only our future service opportunities can restore her confidence in us completely, we want to assure her that her experience was unusualWe strive to provide our customers with friendly and efficient service, and hope any future service opportunities result in her complete satisfaction. Dell Financial Services (“DFS”) records indicate Ms***’s DPA was opened on August 27, Ms. *** applied and was qualified for a DPA with a credit limit of $and an APR of 25.99%. Ms***’s DPA balance was $on January 4, when she called Dell and placed an order in the amount of $Due to a Dell sales error this order was placed in another individual’s name and was shipped to this other individual, but was charged to Ms***’s DPARecords indicate Ms*** contacted DFS on many occasions between January 7, and April 15, regarding this issuePlease understand DFS had been working diligently in an attempt to reach the customer the order was shipped to so we may transfer the order to his account, however we have been unsuccessful thus farAs of May 4, 2016 DFS has written the order off and it was removed from Ms***’s DPA. Ms***’s order in the amount of $was placed on January 13, 2016, and was shipped out on January 18, 2016. As of the date of this letter Ms***’s DPA balance is $A billing statement reflecting this balance was mailed out on May 9, 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 need to open this case back up please, I just received a bill from dell (on the same closed dell account) the charges are back on my account $Dell reference# *** posting date 11-29-Description: Balance Adjustment - Acct over-creditedplease help me
Regards,
*** ***
Complaint ID: ***
This is in response to the reply from the business, Dell Financial Services (DFS), dated 7/18/Despite the attention from DFS after Revdex.com’s involvement, the reply has failed to demonstrate a slight sense of taking the responsibility with ACTION of any kind and caring for its customers for realMore specifically, despite its admission of fault using the reasons such as “human error”, “inventory issue”, and “unusual experience”, at the end of the day, it is the consumer who has suffered the delay, loss of use, and stress for the extended period of timeFurther, DFS has not expressed any willingness to take any tangible actions in fixing its problems evidenced in this complaint and beyond, and its “carelessness-for-customer” culture and practices are well demonstrated through it’s trained representative who blatantly told customer about no promise or estimate of shipping whatsoever and acted in a highly unprofessional and rude manner by constantly interrupting customer during telephone conversation and showing off arroganceThis kind of customer care, being absolutely the worst as I truly recall in any situation, is nothing but a joke
On a side note, given that perhaps DFS deems a suggestion of “should provide reasonable compensation” in its own unspecified angle, it might be advisable to know two factsOne is that many reputable businesses do take the responsibility sincerely and, as an example, offer a tiny token such as a gift card as a friendly gesture of customer care and accepting the responsibilityTwo is that if customers deem it worthwhile, they most likely know the venue to demand and claim damages for this kind of prime facie breach of contract and intentional fraud of cheap-part-substitution
In conclusion, I do not believe DFS has offered an acceptable solution or is willing to change its unacceptable business practicesAs a result, I cannot accept its response
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 she attempted to make a payment on her Dell Preferred Account
(“DPA”) twice however could not determine if payment was received. Dell Financial Services (“DFS”) records indicate that Ms*** opened her DPA on March 10, Ms*** applied and was qualified for a DPA with a credit limit of $and an APR of 19.99% at the time of credit approvalAfter applying for the DPA and upon approval, Ms. *** was advised that she was approved for the DPAShe was then disclosed the credit limit and APR for which she qualified. At the time the account was opened an equipment order was placed with Dell for computer equipment totaling $DFS did not receive payment by the April 16, payment due date as reflected on Ms***’ March billing statement therefore a late payment fee in the amount of $was assessed to her DPA on April 17, Records indicate that Ms*** contacted customer service on April 20, and this late fee was waived as a courtesy. Records indicate that Ms*** scheduled an online payment in the amount of $at 11:PM on May 2, 2016, which was processed on May 3, at 6:PMAn email was sent to Ms*** at the time she scheduled the payment notifying her that a payment had been scheduledMs*** then contacted Collections on May 3, at 11:AM and advised that she had made a payment online. The representative with whom she spoke advised that they could not see the payment, as it had not yet posted to her DPAThe representative at that time offered to take Ms***’ payment and Ms. *** agreed to process a payment of $at that time by phoneRecords confirm that she was provided a confirmation number for this payment over the phoneMs*** was provided the customer service number to call and cancel the online payment if she choseMs*** contacted customer service on May 4, but did not request to cancel the online payment. As of the date of this letter Ms***’ DPA balance is $Her next monthly billing statement will be mailed to her on May 21, and will have a payment due date of June 16, 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