Complaint: ***
I am rejecting this response because when I contacted Dell in February, they told me the total amount due of $1644.63, the representative did not tell me if I did not pay by February 18, that I would be asessed a late fee, I paid it on 2/24/but it apparently did not post to my account until 2/27/2017. This is just another way of an unsavory company to rip people off.
Regards,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of the complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (DFS) electronically through the online Revdex.com portal on December 19, 2017. In the
complaint Mr*** states the following: ? Upon logging into his Dell Preferred Account (DPA) prior to making a purchase he noticed a charge that he did not make. ? He tried to call Dell times to discuss this issue but was unable to reach a live person. DFS Records indicate that Mr***’s DPA was opened on June 12, At the time the account was opened there was a purchase made, totaling $1,This purchase was returned for a full credit on August 4, Mr***’s DPA had a zero balance on October 26, when another purchase was made, totaling $1,There was then an additional purchase made on December 15, totaling $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 of any of the purchases on the account. Mr*** contacted customer service by email on December 11, stating that he did not make the purchase reflecting on his account and was advised to contact us by phone to discuss. There is no record of any phone calls from Mr***A fraud claim was opened up on December 20, after we received his fraud claim through your officeAfter our fraud department reviewed Mr***’s account initially they determined that a police report would be required in order to proceed with the fraud investigationA letter was mailed to Mr*** on December 27, requesting the police reportMr*** may fax it to DFS’ Asset Protection department at ###-###-#### if he would like to us to continue our investigation. We hope this letter helps to explain and resolve this issuePlease 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 his application for credit with Dell Financial
Services (“DFS”) was declined due to a fraud alert with the credit reporting agencies. DFS records indicate that we received an application for credit from Mr*** on April 14, Please understand that Mr***’s application was declined as the required criteria for granting an approval was not metIf the criteria had been met then at that time Mr. *** would have been referred to our Asset Protection Department for further verification due to the fraud alert on his credit, in order to finalize the approvalMr*** will receive a letter in the mail within days explaining the reasons for the credit decline. Please understand that DFS does not have credit analysts that can manually review his application and override a declineFurthermore the credit decision comes from DFS and not ExperianWe regret if Mr*** was provided incorrect information upon contacting DFS. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
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: they've continued to send me late fee notices after two payments have processed since the original complaintThe only reason and time they finally responded was when I filed a complaintThe rep was unaware of what he was even calling forTelling me what I can do to send back one of the computersI've spent hours and hours on the phone email Facebook etcRan circles and I'm still being told I'll be charged late fees(I'm not late and payments have processed!) that's harassmentThey should probably pay attention to their customers and the payments madeI was sent threats and late fee notices the same day as my payments went throughThis is why I keep my recordsDell has lied to me over and overThey should have done more.
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 he paid his Dell Preferred Account (“DPA”) in full however
payments are still being drafted from his checking account. Dell Financial Services (“DFS”) records indicate that Mr*** spoke with Collections and agreed to have a $monthly payment withdrawn from his checking account each month from September 25, to August 25, His June 07, billing statement generated with a balance of $On June 07, Mr*** logged into his online DFS profile and made a one-time payment in the amount of $Mr*** did not contact Collections to cancel the recurring payment he had set up therefore his June 25, payment for $was withdrawn as scheduledThere was a $balance on June 25th therefore the $payment created a credit balance of $After a $interest charge credit Mr***’s July 07, billing statement was generated with a $credit balance. Mr*** contacted customer service on July 02, and was advised that there were no payments set up through DFS’ Autopay programUnfortunately there were two (2) remaining payments scheduled with CollectionsMr***’s July 25, payment was then withdrawn as scheduled in the amount of $100.00, which resulted in a $credit balanceRefund check number *** in the amount of $was then mailed out to Mr*** on July 26, 2015. Mr*** had one remaining $payment scheduled to be withdrawn on August 25, 2015 however we have cancelled this paymentMr*** has no remaining payments scheduled. We regret any inconvenience this may have caused to Mr***We hope this letter clarifies 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: IT IS A BLATANT LIE FOR DELL TO SAY THAT THE ADDRESS I PROVIDED THEM AT THE TIME OF PURCHASE WAS *** * *** *** *** *** *** *** ** ***, THE ONLY ADDRESS I HAVE AND DID PROVIDED DELL AT THE TIME OF PURCHASE OF MY COMPUTER WAS *** ** *** *** *** *** *** *** *** *** *** ***, WHICH IS THE ADDRESS WERE THE COMPUTER WAS DELIVERED AND WERE THE FIRST FEW BILLS AND OTHER DELL ADVERTISING WERE BEING SENT TOPLEASE HAVE DELL PRODUCE THE FIRST PART OF THE BILLS I DO SEND BACK WITH MY PAYMENT DATED FROM OCTOBER UP TO MAY 2016, THIS WILL CLEARLY SHOW THAT INDEED I PROVIDED THE CORRECT ADDRESS AND THE ISSUE HERE IS A PRINTER ERROR, WHICH TO MY SURPRISE DELL IS NOW TRYING TO SAY I NEVER PROVIDED THE APARTMENT NUMBER I FEEL TOTALLY DISRESPECTED AND OFFENDED FOR THIS BLATANT LIE BY DELL PERSONELAND I FELL THE COMPUTER SHOULD BE CONSIDERED PAID IF FULL FOR DELL TO COME UP WITH THIS BLATANT LIE THAT I NEVER GAVE THEM THE CORRECT ADDRESSTHIS IS A BUILDING FOR DISABLED PEOPLE AND HAVE FLOORSI BEEN LIVING HERE FOR OVER YEARS , THERE'S NO REASON FOR ME NOT TO PROVIDE MY APARTMENT NUMBER AND IF THAT WOULD HAVE BEEN TRUEI WOULD HAVE CORRECTED THE MISTAKE RIGHT AWAYI CANNOT BELIEVE THAT DELL IS TRYING TO TURN THIS AROUND AND SAY I DID NOT PROVIDED AN APARTMENT NUMBER SINCE THE COMPUTER WAS DELIVERED BACK IN SEPTEMBER 2015, I WOULD HAVE CORRECTED IT RIGHT AWAY WHEN I SAW THE TYPO OR PRINTER ERROR
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 June 6,
2017. In the complaint Mr*** states the following: ? He made a promotional purchase in October and set up automatic payments in order to pay the balance by the promotional expiration date. ? He updated his automatic payment in September to a minimum payment of $60.00 plus an additional $however only the $was withdrawn. ? The following month he set up his automatic payment to withdraw the minimum plus the remaining promotional balance however again only the minimum payment was withdrawn. ? He has called and spoken to multiple agents and has been advised that the best we could do would be to provide a waiver of half of the deferred interest charged to his DPA. ? He declined this waiver and continued to dispute but has not heard back from DFS on the matter. ? He started receiving harassing collection calls which continued until weeks prior to his complaint to your office at which point he requested all further contact be in writing. ? His credit score has been adversely affected due to this issue and he requests it be restored. DFS records indicate that on January 28, Mr*** applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $3,and a corresponding Annual Percentage Rate (APR) of 27.99%The terms of the credit agreement, including the APR, were disclosed to 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 $Mr*** paid this initial order in full in March and his DPA remained open with a $balance until his October purchase in the amount of $1,This purchase qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before November 17, 2016. DFS received payment on October 23, in the amount of $60.00, however the remaining promotional plan balance as listed on his October billing statement was $As the entire Page 2 promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr***’s DPA in the amount of $336.34. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge CalculationPlease reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Mr***’s referencePlease note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 28.24% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 28.24% (variable)Payments are applied to your total minimum payment due. DFS records indicate that Mr*** enrolled in automatic payments on October 25, and chose to make a payment when the statement generated, not on the payment due dateMr***’s payment due date is the 17th of each monthPlease understand that when a customer enrolls in automatic payments or makes changes to a current automatic payment schedule they are advised that it takes a full billing cycle to take effectPlease reference the message customers are presented with when making a change to their automatic payment online. WARNING: Important Payment InformationYour next automatic payment will not take effect until your next billing statementIf you have a current minimum payment due, please make separate arrangements to make this paymentPlease use the Payment Center to make a one-time payment, Automated Phone System or mail in a payment. Mr***’s first payment was withdrawn on November 24, 2015, after his following billing statement was generatedBecause no payment was received by his November 17, due date as reflected on his October billing statement a late fee in the amount of $was assessed to his DPAMr***’s payments continued to be withdrawn after each statement generated through October Records indicate that on October 22, Mr*** adjusted his automatic payment to withdraw the minimum payment plus an additional $200.00, he then immediately changed it to withdraw the full statement balanceAs previously stated, any changes to automatic payments take a full billing cycle to take effect, therefore no payment was withdrawn by Mr***’s November 17, due date and promotional expiration date, resulting in deferred interest charges being assessed to his DPAThe statement balance as reflected on Mr***’s November 2016 billing statement was $therefore this amount was attempted to be withdrawn per his scheduled automatic payment on December 17, 2016, however the payment failed. Please be advised that when customers are day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the DPA terms and conditions titled Charges. Page 3 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 Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA, however, we have honored the previous waiver that Mr*** was offered when he contacted customer service on November 28, of $of the deferred interest chargesWe must respectfully decline to waive the remainder of the chargesAs of the date of this letter Mr***’s DPA balance is $Please keep in mind because interest accrues daily on his account, he may have additional interest charges assessed on his next regular statement. Mr***’s DPA is currently days past due and will be closed by DFS at days past dueWe are accurately reporting Mr***’s DPA to the credit bureaus therefore must respectfully decline to make any adjustments to this reportingPlease 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. Regarding Mr***’s contention that his disputes went unanswered, please note that callbacks were made to him on November 25th and 28th, as promisedFurthermore an email response was sent to him on January 23, in response to his January 19, email asking that he provide the best phone number and time to call as his request involved sensitive informationNo response was received from Mr***There are no records of any other disputes from the customer. Please note that Collection efforts began on January 17, 2017, after Mr***’s payment was not received by his December 17, due dateDFS received payment on January 17, to bring Mr. ***’s account current however after payment was not received again by his February 17, 2017 payment due date calls started once againCollection calls continued until May 8, when Mr. *** requested to no longer be contacted by phone and a cease and desist was placed on his accountDFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due dateUpon review of the collection call records, it has been determined that all calls made to Mr*** with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practicesDFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. 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,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of the complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 21, 2017. In the
complaint Ms*** states the following: ? Her payments were applied to the wrong account resulting in over $in finance charges being assessed to her companies account. ? They have been trying to have this rectified since September and it is now starting to damage the companies and the business owner’s credit. ? She would like the finance charges reversed and the credit reporting updated. DFS records indicate that a Dell Business Credit (“DBC”) account was opened for Connections IT, INCon June 1, In August Ms*** contacted DFS and stated that all of the orders that were placed on her company’s DBC account were to be placed on a Dell Terms account insteadFifty orders were placed on the DBC account from June through July totaling $237,DFS reached out to Dell sales and confirmed that the orders were to be placed on a Dell Terms account however at that point due to the age of the orders we were unable to transfer them to the Dell account. Upon receipt of the complaint through your office we credited the remaining DBC balance of $10,225.93, consisting of interest and taxes due to the initial sales clarity issueThe DBC account balance is now $and will be reflected as such on the next billing statement dated April 12, 2017. Please note that DFS received two payments totaling $64,in July and August that Ms*** intended for her Dell Terms accountThese payments were applied to her Terms account on September 23, 2016. Please understand the DFS is only reporting on the business’s creditWe have submitted an update to the credit reporting agencies to remove all delinquent notations that were reported as a result of this issuePlease allow 30-days for the update to be reflected on Connections IT, INC.’s credit reportWhile 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, Dunn & Bradstreet and Paynet each monthIf Ms*** should have any questions regarding Connections IT, INC.’s credit report, she will need to contact the agency that owns the report. Page 2 We regret any frustration this issue may have caused and 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 Dell - Internal Use - Confidential
Please see the attached response.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 July 3, 2017. In the complaint Mr*** states the following: ? He spoke with a Dell CSR who waived the late fee from November due to his payment being set up for the incorrect date. ? His January billing statement reflected a past due amount of $and a total minimum payment due of $40. ? The only phone calls he received were for Collection purposes only, and were as late as 8pm and never during the times he requested they call. ? He again would like to request a credit bureau update to reverse the damage done to his credit report due to stated online payments not being processed by DFS. Please note that in our June 20, response we advised that Mr*** set up automatic payments on October 25, We stated that payments take a full billing cycle to take effect therefore no payment was withdrawn by the November 17, due date as reflected on Mr. ***’s October billing statement, which resulted in a late fee charge of $to his Dell Preferred Account (“DPA”)Mr*** set up his automatic payments to be withdrawn upon his billing statement generating, therefore his payment was withdrawn on November 24, 2015. Please understand that the November late fee was not waived and that Mr*** did not contact DFS regarding this late feeThe first contact from Mr*** was on November 25, We found no record of Mr*** being told his late fee would be waived by a Dell agent. On January 17, Mr***’s DPA reflected a past due amount of $and had a total minimum payment due of $Currently Mr***’s DPA reflects a past due amount of $100 and he has a total minimum payment due of $by July 17, The $waiver that was processed as a courtesy was deducted from the November $deferred interest charge. Again, all Collection calls made to Mr*** were within applicable guidelines around Collection practicesThere have been no attempted contacts after Mr*** requested a cease and desist on May 8, The November 25th and 28th phone calls to Mr*** were from customer service and the agents explained the charges and attempted to resolve Mr. ***’s issue by offering a $waiver. In regards to Mr***’s contention that we are not processing his online payments, please note that records indicate he cancelled his recurring automatic payments on January 20, 2017. No payments have been processed since that time due to the cancellationAs stated in our Page 2 previous response Mr***’s December 17, automatic payment failed as it was rejected by his bankThe last successful payment that was withdrawn per Mr***’s automatic payment schedule was on October 23, in the amount of $60. In our last response we made it clear that Mr***’s DPA was close to being closed due to delinquencyPlease understand that on June 22, Mr***’s DPA was closedAgain, all automatic payments were processed correctly, and we are accurately reporting Mr***’s DPA to the credit bureaus therefore must respectfully decline to make any adjustments to this reporting. 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 Revdex.com Representative: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comIn her complaint Ms*** states that after placing an order with Dell that it was stuck
in processing for a week, as Dell Financial Services (“DFS”) needed further verification. On December 8, 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 an order with Dell which was 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 order was 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 phoneOn December 14, Ms. *** called customer service regarding her order and was transferred to the Fraud departmentAt that time, due to the information provided by Ms*** not coinciding with the information required by the verification representative, the process could not be completed, and a letter was mailed to Ms***Ms*** would need to contact verification once again once she receives this letter, at the phone number on the letter, as the letter will contain information that will assist in verifying her identity and completing the process. Please note that Ms***’s order has been cancelled pending completion of the verification processOnce she completes the verification process she may contact Dell sales and replace the orders. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** expresses concern regarding a refund check which he states he has
yet to receiveMr*** also contends that he is due an additional $refund. Dell Financial Services (“DFS”) records indicate that Mr***’s automatic recurring payment was cancelled on February 9, Prior to that, on February 4, 2016, DFS, per the automatic payment attempted to withdraw payment however the $payment was returned due to insufficient funds in the payment accountBecause this payment was not returned until February 10, 2016, a day after Mr***’s February billing statement generated on the 9th, it was still reflected in his balanceMr***’s Dell Preferred Account (“DPA”) balance as reflected on his February 9, 2016 billing statement was $DFS received payment on February 14, in the amount of $This payment along with the $for the returned payment that was applied to the DPA balance resulted in a credit balance of $Refund check number *** in this amount was processed and mailed to the address on file for Mr*** on March 11, Records indicate that this check was cashed by Mr*** on March 29, 2016. We must respectfully decline Mr***’s request for additional compensation. 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 in April he mailed a check to Dell to pay off his
Dell Preferred Account (“DPA”)Mr*** states that the check was cashed but it wasn’t applied to his balance, resulting in his account being sent to Collections. Please be advised that Mr***’s DPA was closed by Dell Financial Services (“DFS”) on February 19, 2013 when it became days delinquentMr***’s DPA was later charged-off on July 21, when the delinquency reached days. Records indicate that Mr*** spoke with United Recovery Systems (the Collection agency assigned to his account) on March 18, At that time Mr*** agreed to mail in a payment of $for the remainder of his DPA balanceMr*** sent in the payment as agreed, which United Recovery Systems received on March 21, 2015, however as the payment was made payable to Dell Financial Services, they were unable to cash itUnited Recovery Systems forwarded the payment do DFS, and DFS received and cashed it on April 09, Please note that Mr***’s DPA was included in an account portfolio that was sold to Portfolio Recovery Associates on March 31, As DFS no longer owned the DPA we submitted the funds to Portfolio Recovery Associates via wire transfer. DFS is in the process of re-purchasing Mr***’s DPA from Portfolio Recovery AssociatesOnce the re-purchase is completed DFS will apply the funds to the account, which will bring Mr***’s account balance to $Please note that the process of re-purchasing the account may take up to daysOnce complete DFS will submit a request to have all four credit agencies update their records to reflect Mr***’s account 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. Please note that either Mr*** or his wife contacted Collections multiple times between May 04, and July 06, regarding this issue, and were advised that the issue was being reviewed and of the appropriate time frames allotted for resolution or a status updateWe must respectfully decline to remove the information regarding Mr***’s account being placed in Collections from his credit report as his account was placed with Collections prior to March when he contacted Collections regarding the payoff of his DPA. We regret any inconvenience Mr*** may have experienced as a result of this issueWe 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, *** *** Customer Care Dell Financial Services
Please see the attached response and supporting documentDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn her complaint Ms*** states that her Dell Preferred Account (“DPA”) was
suddenly charged over $She contends that upon contacting Dell Financial Services (“DFS”) the issue was not resolved and the agent she spoke with was unprofessional. DFS records indicate that on April 4, Ms*** 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 Ms. *** at the time her application for credit was approvedOur records indicate that Ms. *** accepted the terms of the credit agreementAdditionally, the terms and conditions of Ms***’s credit agreement were mailed to her within hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate that Ms*** did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Ms*** placed an order with Dell in the amount of $Ms*** then made seven additional purchases between July and March 2015, totaling $Please note that Ms***’s March purchases, which totaled $1210.83, were qualified for a promotional financing feature of no interest if paid in full within 12 monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before April 1, As Ms***’s promotional plan had a remaining balance of $on April 2, 2016, the promotional financing feature expired and billed deferred interest charges were assessed to her DPA in the amount of $281.85. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge CalculationPlease reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchaseIf such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Ms***’s reference. Page 2 Please note that there is record of Ms*** contacting DFS and discussing the balance increase on April 11, Records indicate that this is the only time Ms*** contacted us regarding this issue and she was advised that the balance increase was due to the billed deferred interest charges. Ms*** asked for a supervisor but records indicate she disconnected the call before the supervisor came on the lineThere is no record of the referenced emails from Ms*** to customer service. Please understand that all fees assessed to Ms***’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 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. Please reference the attached transaction history for Ms***’s DPA which includes a list of all transactions, including purchases and paymentsNote that the account history reflects eight payments totaling $since February Also listed amongst the payments made to the DPA are $payments on three separate occasions. We hope this letter and the attached transaction history 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 responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that he contacted Collections in order to make
payment arrangements however he was not assisted accordingly and was provided incorrect information, which led to his Dell Preferred Account (“DPA”) being charged-off. We regret any inconvenience Mr*** may have experienced while attempting to have his DPA set up with payment arrangementsWe understand that his financial standing is making it difficult to maintain his regular monthly payments with Dell Financial Services (“DFS”), and we thank him for making us aware of his situation. DFS records indicate that Mr***’s DPA was charged-off due to delinquency on April 29, 2016 after it became days past duePrior to his DPA charging off it appears that Mr*** contacted Collections on three occasionsOn March 21, he spoke with Collections regarding his request to be set up on payment arrangements and as this was in between his due date (20th) and statement date (25th) he was asked to call back after his account cycled on the 25thHe next called on April 21, 2016 and was told the same thing, as this was again in between in due date and statement dateOn April 26, Mr*** called again and was offered a program which would bring his account current after three consecutive payments of $65, which he declinedThe agent then checked his eligibility for a long term hardship program and advised that as his account was days delinquent they would not be able to place him on the program however, he could make a payment of $in order to roll his delinquency back days and keep his account from charging offCollections would then be able to offer a hardship program however Mr*** would need to call back after ten days as a payment would be required at the time of enrollment into hardship, and Collections policy limits collectors from being able to take payments within ten days of each otherThe customer made the $payment, which would have kept his account from charging off had it been made by his due date of April 20, 2016, however it was not and his account charged-off three days later on the 29th. Because Mr*** was advised that he could make a $payment in order to prevent his DPA from charging off we are in the process of reversing the charge-offOnce the charge-off reversal process is complete, which will take approximately 10-days Mr*** will be contacted by our Customer Assistance Team who will attempt to work with him in setting up a payment arrangementPlease understand that any payment arrangement would require the payment to be set up prior to the due date of the 20th of each month. 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,
*** ***
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 when I contacted Dell in February, they told me the total amount due of $1644.63, the representative did not tell me if I did not pay by February 18, that I would be asessed a late fee, I paid it on 2/24/but it apparently did not post to my account until 2/27/2017. This is just another way of an unsavory company to rip people off.
Regards,
*** ***
Please see the attached response.Dear Madam or Sir: We are in receipt of the complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (DFS) electronically through the online Revdex.com portal on December 19, 2017. In the
complaint Mr*** states the following: ? Upon logging into his Dell Preferred Account (DPA) prior to making a purchase he noticed a charge that he did not make. ? He tried to call Dell times to discuss this issue but was unable to reach a live person. DFS Records indicate that Mr***’s DPA was opened on June 12, At the time the account was opened there was a purchase made, totaling $1,This purchase was returned for a full credit on August 4, Mr***’s DPA had a zero balance on October 26, when another purchase was made, totaling $1,There was then an additional purchase made on December 15, totaling $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 of any of the purchases on the account. Mr*** contacted customer service by email on December 11, stating that he did not make the purchase reflecting on his account and was advised to contact us by phone to discuss. There is no record of any phone calls from Mr***A fraud claim was opened up on December 20, after we received his fraud claim through your officeAfter our fraud department reviewed Mr***’s account initially they determined that a police report would be required in order to proceed with the fraud investigationA letter was mailed to Mr*** on December 27, requesting the police reportMr*** may fax it to DFS’ Asset Protection department at ###-###-#### if he would like to us to continue our investigation. We hope this letter helps to explain and resolve this issuePlease 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 his application for credit with Dell Financial
Services (“DFS”) was declined due to a fraud alert with the credit reporting agencies. DFS records indicate that we received an application for credit from Mr*** on April 14, Please understand that Mr***’s application was declined as the required criteria for granting an approval was not metIf the criteria had been met then at that time Mr. *** would have been referred to our Asset Protection Department for further verification due to the fraud alert on his credit, in order to finalize the approvalMr*** will receive a letter in the mail within days explaining the reasons for the credit decline. Please understand that DFS does not have credit analysts that can manually review his application and override a declineFurthermore the credit decision comes from DFS and not ExperianWe regret if Mr*** was provided incorrect information upon contacting DFS. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
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: they've continued to send me late fee notices after two payments have processed since the original complaintThe only reason and time they finally responded was when I filed a complaintThe rep was unaware of what he was even calling forTelling me what I can do to send back one of the computersI've spent hours and hours on the phone email Facebook etcRan circles and I'm still being told I'll be charged late fees(I'm not late and payments have processed!) that's harassmentThey should probably pay attention to their customers and the payments madeI was sent threats and late fee notices the same day as my payments went throughThis is why I keep my recordsDell has lied to me over and overThey should have done more.
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 he paid his Dell Preferred Account (“DPA”) in full however
payments are still being drafted from his checking account. Dell Financial Services (“DFS”) records indicate that Mr*** spoke with Collections and agreed to have a $monthly payment withdrawn from his checking account each month from September 25, to August 25, His June 07, billing statement generated with a balance of $On June 07, Mr*** logged into his online DFS profile and made a one-time payment in the amount of $Mr*** did not contact Collections to cancel the recurring payment he had set up therefore his June 25, payment for $was withdrawn as scheduledThere was a $balance on June 25th therefore the $payment created a credit balance of $After a $interest charge credit Mr***’s July 07, billing statement was generated with a $credit balance. Mr*** contacted customer service on July 02, and was advised that there were no payments set up through DFS’ Autopay programUnfortunately there were two (2) remaining payments scheduled with CollectionsMr***’s July 25, payment was then withdrawn as scheduled in the amount of $100.00, which resulted in a $credit balanceRefund check number *** in the amount of $was then mailed out to Mr*** on July 26, 2015. Mr*** had one remaining $payment scheduled to be withdrawn on August 25, 2015 however we have cancelled this paymentMr*** has no remaining payments scheduled. We regret any inconvenience this may have caused to Mr***We hope this letter clarifies 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: IT IS A BLATANT LIE FOR DELL TO SAY THAT THE ADDRESS I PROVIDED THEM AT THE TIME OF PURCHASE WAS *** * *** *** *** *** *** *** ** ***, THE ONLY ADDRESS I HAVE AND DID PROVIDED DELL AT THE TIME OF PURCHASE OF MY COMPUTER WAS *** ** *** *** *** *** *** *** *** *** *** ***, WHICH IS THE ADDRESS WERE THE COMPUTER WAS DELIVERED AND WERE THE FIRST FEW BILLS AND OTHER DELL ADVERTISING WERE BEING SENT TOPLEASE HAVE DELL PRODUCE THE FIRST PART OF THE BILLS I DO SEND BACK WITH MY PAYMENT DATED FROM OCTOBER UP TO MAY 2016, THIS WILL CLEARLY SHOW THAT INDEED I PROVIDED THE CORRECT ADDRESS AND THE ISSUE HERE IS A PRINTER ERROR, WHICH TO MY SURPRISE DELL IS NOW TRYING TO SAY I NEVER PROVIDED THE APARTMENT NUMBER I FEEL TOTALLY DISRESPECTED AND OFFENDED FOR THIS BLATANT LIE BY DELL PERSONELAND I FELL THE COMPUTER SHOULD BE CONSIDERED PAID IF FULL FOR DELL TO COME UP WITH THIS BLATANT LIE THAT I NEVER GAVE THEM THE CORRECT ADDRESSTHIS IS A BUILDING FOR DISABLED PEOPLE AND HAVE FLOORSI BEEN LIVING HERE FOR OVER YEARS , THERE'S NO REASON FOR ME NOT TO PROVIDE MY APARTMENT NUMBER AND IF THAT WOULD HAVE BEEN TRUEI WOULD HAVE CORRECTED THE MISTAKE RIGHT AWAYI CANNOT BELIEVE THAT DELL IS TRYING TO TURN THIS AROUND AND SAY I DID NOT PROVIDED AN APARTMENT NUMBER SINCE THE COMPUTER WAS DELIVERED BACK IN SEPTEMBER 2015, I WOULD HAVE CORRECTED IT RIGHT AWAY WHEN I SAW THE TYPO OR PRINTER ERROR
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 June 6,
2017. In the complaint Mr*** states the following: ? He made a promotional purchase in October and set up automatic payments in order to pay the balance by the promotional expiration date. ? He updated his automatic payment in September to a minimum payment of $60.00 plus an additional $however only the $was withdrawn. ? The following month he set up his automatic payment to withdraw the minimum plus the remaining promotional balance however again only the minimum payment was withdrawn. ? He has called and spoken to multiple agents and has been advised that the best we could do would be to provide a waiver of half of the deferred interest charged to his DPA. ? He declined this waiver and continued to dispute but has not heard back from DFS on the matter. ? He started receiving harassing collection calls which continued until weeks prior to his complaint to your office at which point he requested all further contact be in writing. ? His credit score has been adversely affected due to this issue and he requests it be restored. DFS records indicate that on January 28, Mr*** applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $3,and a corresponding Annual Percentage Rate (APR) of 27.99%The terms of the credit agreement, including the APR, were disclosed to 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 $Mr*** paid this initial order in full in March and his DPA remained open with a $balance until his October purchase in the amount of $1,This purchase qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before November 17, 2016. DFS received payment on October 23, in the amount of $60.00, however the remaining promotional plan balance as listed on his October billing statement was $As the entire Page 2 promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr***’s DPA in the amount of $336.34. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge CalculationPlease reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchase. If such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to time. Additionally, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Mr***’s referencePlease note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 28.24% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 28.24% (variable)Payments are applied to your total minimum payment due. DFS records indicate that Mr*** enrolled in automatic payments on October 25, and chose to make a payment when the statement generated, not on the payment due dateMr***’s payment due date is the 17th of each monthPlease understand that when a customer enrolls in automatic payments or makes changes to a current automatic payment schedule they are advised that it takes a full billing cycle to take effectPlease reference the message customers are presented with when making a change to their automatic payment online. WARNING: Important Payment InformationYour next automatic payment will not take effect until your next billing statementIf you have a current minimum payment due, please make separate arrangements to make this paymentPlease use the Payment Center to make a one-time payment, Automated Phone System or mail in a payment. Mr***’s first payment was withdrawn on November 24, 2015, after his following billing statement was generatedBecause no payment was received by his November 17, due date as reflected on his October billing statement a late fee in the amount of $was assessed to his DPAMr***’s payments continued to be withdrawn after each statement generated through October Records indicate that on October 22, Mr*** adjusted his automatic payment to withdraw the minimum payment plus an additional $200.00, he then immediately changed it to withdraw the full statement balanceAs previously stated, any changes to automatic payments take a full billing cycle to take effect, therefore no payment was withdrawn by Mr***’s November 17, due date and promotional expiration date, resulting in deferred interest charges being assessed to his DPAThe statement balance as reflected on Mr***’s November 2016 billing statement was $therefore this amount was attempted to be withdrawn per his scheduled automatic payment on December 17, 2016, however the payment failed. Please be advised that when customers are day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the DPA terms and conditions titled Charges. Page 3 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 Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA, however, we have honored the previous waiver that Mr*** was offered when he contacted customer service on November 28, of $of the deferred interest chargesWe must respectfully decline to waive the remainder of the chargesAs of the date of this letter Mr***’s DPA balance is $Please keep in mind because interest accrues daily on his account, he may have additional interest charges assessed on his next regular statement. Mr***’s DPA is currently days past due and will be closed by DFS at days past dueWe are accurately reporting Mr***’s DPA to the credit bureaus therefore must respectfully decline to make any adjustments to this reportingPlease 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. Regarding Mr***’s contention that his disputes went unanswered, please note that callbacks were made to him on November 25th and 28th, as promisedFurthermore an email response was sent to him on January 23, in response to his January 19, email asking that he provide the best phone number and time to call as his request involved sensitive informationNo response was received from Mr***There are no records of any other disputes from the customer. Please note that Collection efforts began on January 17, 2017, after Mr***’s payment was not received by his December 17, due dateDFS received payment on January 17, to bring Mr. ***’s account current however after payment was not received again by his February 17, 2017 payment due date calls started once againCollection calls continued until May 8, when Mr. *** requested to no longer be contacted by phone and a cease and desist was placed on his accountDFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due dateUpon review of the collection call records, it has been determined that all calls made to Mr*** with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practicesDFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. 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,
*** ***
I have not got any emails from DFS
Please see the attached response.Dear Madam or Sir: We are in receipt of the complaint from *** ***, originally addressed to the RevDex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 21, 2017. In the
complaint Ms*** states the following: ? Her payments were applied to the wrong account resulting in over $in finance charges being assessed to her companies account. ? They have been trying to have this rectified since September and it is now starting to damage the companies and the business owner’s credit. ? She would like the finance charges reversed and the credit reporting updated. DFS records indicate that a Dell Business Credit (“DBC”) account was opened for Connections IT, INCon June 1, In August Ms*** contacted DFS and stated that all of the orders that were placed on her company’s DBC account were to be placed on a Dell Terms account insteadFifty orders were placed on the DBC account from June through July totaling $237,DFS reached out to Dell sales and confirmed that the orders were to be placed on a Dell Terms account however at that point due to the age of the orders we were unable to transfer them to the Dell account. Upon receipt of the complaint through your office we credited the remaining DBC balance of $10,225.93, consisting of interest and taxes due to the initial sales clarity issueThe DBC account balance is now $and will be reflected as such on the next billing statement dated April 12, 2017. Please note that DFS received two payments totaling $64,in July and August that Ms*** intended for her Dell Terms accountThese payments were applied to her Terms account on September 23, 2016. Please understand the DFS is only reporting on the business’s creditWe have submitted an update to the credit reporting agencies to remove all delinquent notations that were reported as a result of this issuePlease allow 30-days for the update to be reflected on Connections IT, INC.’s credit reportWhile 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, Dunn & Bradstreet and Paynet each monthIf Ms*** should have any questions regarding Connections IT, INC.’s credit report, she will need to contact the agency that owns the report. Page 2 We regret any frustration this issue may have caused and 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 Dell - Internal Use - Confidential
Please see the attached response.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 July 3, 2017. In the complaint Mr*** states the following: ? He spoke with a Dell CSR who waived the late fee from November due to his payment being set up for the incorrect date. ? His January billing statement reflected a past due amount of $and a total minimum payment due of $40. ? The only phone calls he received were for Collection purposes only, and were as late as 8pm and never during the times he requested they call. ? He again would like to request a credit bureau update to reverse the damage done to his credit report due to stated online payments not being processed by DFS. Please note that in our June 20, response we advised that Mr*** set up automatic payments on October 25, We stated that payments take a full billing cycle to take effect therefore no payment was withdrawn by the November 17, due date as reflected on Mr. ***’s October billing statement, which resulted in a late fee charge of $to his Dell Preferred Account (“DPA”)Mr*** set up his automatic payments to be withdrawn upon his billing statement generating, therefore his payment was withdrawn on November 24, 2015. Please understand that the November late fee was not waived and that Mr*** did not contact DFS regarding this late feeThe first contact from Mr*** was on November 25, We found no record of Mr*** being told his late fee would be waived by a Dell agent. On January 17, Mr***’s DPA reflected a past due amount of $and had a total minimum payment due of $Currently Mr***’s DPA reflects a past due amount of $100 and he has a total minimum payment due of $by July 17, The $waiver that was processed as a courtesy was deducted from the November $deferred interest charge. Again, all Collection calls made to Mr*** were within applicable guidelines around Collection practicesThere have been no attempted contacts after Mr*** requested a cease and desist on May 8, The November 25th and 28th phone calls to Mr*** were from customer service and the agents explained the charges and attempted to resolve Mr. ***’s issue by offering a $waiver. In regards to Mr***’s contention that we are not processing his online payments, please note that records indicate he cancelled his recurring automatic payments on January 20, 2017. No payments have been processed since that time due to the cancellationAs stated in our Page 2 previous response Mr***’s December 17, automatic payment failed as it was rejected by his bankThe last successful payment that was withdrawn per Mr***’s automatic payment schedule was on October 23, in the amount of $60. In our last response we made it clear that Mr***’s DPA was close to being closed due to delinquencyPlease understand that on June 22, Mr***’s DPA was closedAgain, all automatic payments were processed correctly, and we are accurately reporting Mr***’s DPA to the credit bureaus therefore must respectfully decline to make any adjustments to this reporting. 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 Revdex.com Representative: We are in receipt of a complaint from *** *** originally addressed to the RevDex.comIn her complaint Ms*** states that after placing an order with Dell that it was stuck
in processing for a week, as Dell Financial Services (“DFS”) needed further verification. On December 8, 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 an order with Dell which was 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 order was 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 phoneOn December 14, Ms. *** called customer service regarding her order and was transferred to the Fraud departmentAt that time, due to the information provided by Ms*** not coinciding with the information required by the verification representative, the process could not be completed, and a letter was mailed to Ms***Ms*** would need to contact verification once again once she receives this letter, at the phone number on the letter, as the letter will contain information that will assist in verifying her identity and completing the process. Please note that Ms***’s order has been cancelled pending completion of the verification processOnce she completes the verification process she may contact Dell sales and replace the orders. We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** expresses concern regarding a refund check which he states he has
yet to receiveMr*** also contends that he is due an additional $refund. Dell Financial Services (“DFS”) records indicate that Mr***’s automatic recurring payment was cancelled on February 9, Prior to that, on February 4, 2016, DFS, per the automatic payment attempted to withdraw payment however the $payment was returned due to insufficient funds in the payment accountBecause this payment was not returned until February 10, 2016, a day after Mr***’s February billing statement generated on the 9th, it was still reflected in his balanceMr***’s Dell Preferred Account (“DPA”) balance as reflected on his February 9, 2016 billing statement was $DFS received payment on February 14, in the amount of $This payment along with the $for the returned payment that was applied to the DPA balance resulted in a credit balance of $Refund check number *** in this amount was processed and mailed to the address on file for Mr*** on March 11, Records indicate that this check was cashed by Mr*** on March 29, 2016. We must respectfully decline Mr***’s request for additional compensation. 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 in April he mailed a check to Dell to pay off his
Dell Preferred Account (“DPA”)Mr*** states that the check was cashed but it wasn’t applied to his balance, resulting in his account being sent to Collections. Please be advised that Mr***’s DPA was closed by Dell Financial Services (“DFS”) on February 19, 2013 when it became days delinquentMr***’s DPA was later charged-off on July 21, when the delinquency reached days. Records indicate that Mr*** spoke with United Recovery Systems (the Collection agency assigned to his account) on March 18, At that time Mr*** agreed to mail in a payment of $for the remainder of his DPA balanceMr*** sent in the payment as agreed, which United Recovery Systems received on March 21, 2015, however as the payment was made payable to Dell Financial Services, they were unable to cash itUnited Recovery Systems forwarded the payment do DFS, and DFS received and cashed it on April 09, Please note that Mr***’s DPA was included in an account portfolio that was sold to Portfolio Recovery Associates on March 31, As DFS no longer owned the DPA we submitted the funds to Portfolio Recovery Associates via wire transfer. DFS is in the process of re-purchasing Mr***’s DPA from Portfolio Recovery AssociatesOnce the re-purchase is completed DFS will apply the funds to the account, which will bring Mr***’s account balance to $Please note that the process of re-purchasing the account may take up to daysOnce complete DFS will submit a request to have all four credit agencies update their records to reflect Mr***’s account 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. Please note that either Mr*** or his wife contacted Collections multiple times between May 04, and July 06, regarding this issue, and were advised that the issue was being reviewed and of the appropriate time frames allotted for resolution or a status updateWe must respectfully decline to remove the information regarding Mr***’s account being placed in Collections from his credit report as his account was placed with Collections prior to March when he contacted Collections regarding the payoff of his DPA. We regret any inconvenience Mr*** may have experienced as a result of this issueWe 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, *** *** Customer Care Dell Financial Services
Please see the attached response and supporting documentDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn her complaint Ms*** states that her Dell Preferred Account (“DPA”) was
suddenly charged over $She contends that upon contacting Dell Financial Services (“DFS”) the issue was not resolved and the agent she spoke with was unprofessional. DFS records indicate that on April 4, Ms*** 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 Ms. *** at the time her application for credit was approvedOur records indicate that Ms. *** accepted the terms of the credit agreementAdditionally, the terms and conditions of Ms***’s credit agreement were mailed to her within hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate that Ms*** did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Ms*** placed an order with Dell in the amount of $Ms*** then made seven additional purchases between July and March 2015, totaling $Please note that Ms***’s March purchases, which totaled $1210.83, were qualified for a promotional financing feature of no interest if paid in full within 12 monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before April 1, As Ms***’s promotional plan had a remaining balance of $on April 2, 2016, the promotional financing feature expired and billed deferred interest charges were assessed to her DPA in the amount of $281.85. Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge CalculationPlease reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchaseIf such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to time. Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation sectionThis area is outlined in a thickened box for Ms***’s reference. Page 2 Please note that there is record of Ms*** contacting DFS and discussing the balance increase on April 11, Records indicate that this is the only time Ms*** contacted us regarding this issue and she was advised that the balance increase was due to the billed deferred interest charges. Ms*** asked for a supervisor but records indicate she disconnected the call before the supervisor came on the lineThere is no record of the referenced emails from Ms*** to customer service. Please understand that all fees assessed to Ms***’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 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. Please reference the attached transaction history for Ms***’s DPA which includes a list of all transactions, including purchases and paymentsNote that the account history reflects eight payments totaling $since February Also listed amongst the payments made to the DPA are $payments on three separate occasions. We hope this letter and the attached transaction history 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 responseDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that he contacted Collections in order to make
payment arrangements however he was not assisted accordingly and was provided incorrect information, which led to his Dell Preferred Account (“DPA”) being charged-off. We regret any inconvenience Mr*** may have experienced while attempting to have his DPA set up with payment arrangementsWe understand that his financial standing is making it difficult to maintain his regular monthly payments with Dell Financial Services (“DFS”), and we thank him for making us aware of his situation. DFS records indicate that Mr***’s DPA was charged-off due to delinquency on April 29, 2016 after it became days past duePrior to his DPA charging off it appears that Mr*** contacted Collections on three occasionsOn March 21, he spoke with Collections regarding his request to be set up on payment arrangements and as this was in between his due date (20th) and statement date (25th) he was asked to call back after his account cycled on the 25thHe next called on April 21, 2016 and was told the same thing, as this was again in between in due date and statement dateOn April 26, Mr*** called again and was offered a program which would bring his account current after three consecutive payments of $65, which he declinedThe agent then checked his eligibility for a long term hardship program and advised that as his account was days delinquent they would not be able to place him on the program however, he could make a payment of $in order to roll his delinquency back days and keep his account from charging offCollections would then be able to offer a hardship program however Mr*** would need to call back after ten days as a payment would be required at the time of enrollment into hardship, and Collections policy limits collectors from being able to take payments within ten days of each otherThe customer made the $payment, which would have kept his account from charging off had it been made by his due date of April 20, 2016, however it was not and his account charged-off three days later on the 29th. Because Mr*** was advised that he could make a $payment in order to prevent his DPA from charging off we are in the process of reversing the charge-offOnce the charge-off reversal process is complete, which will take approximately 10-days Mr*** will be contacted by our Customer Assistance Team who will attempt to work with him in setting up a payment arrangementPlease understand that any payment arrangement would require the payment to be set up prior to the due date of the 20th of each month. 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,
*** ***
Complaint: ***
I am rejecting this response because:
I need proof from Dell Financial that the lien on my property has been released.
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,
*** ***