Complaint: ***
I am rejecting this response because: I want to be ensured that my credit rating that Dell Financial Services caused a point drop is restored.Also because of the failure of my unit over a three month period is a different issue and has nothing to do with this claim. It is still not function properly is whyI purchased what I thought was a strait forward agreement in case it start crashing again(Check the records correctly to see the amount of down time and technical service on my unit and parts replacement. Note: I bet if added up it is over three time the units worth, but Dell want to continue throw parts at it.)Also the time line is incorrect I was in the hospital on April 13, having major surgery, a complete right shoulder replacement with hospital stay.
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 that her Dell Preferred Account (“DPA”) has incurred late fee charges
although she did not receive an October or November billing statementShe also states that when she spoke to Dell Financial Services (“DFS”) in December the customer service representative attempted to withdraw her payment from her savings account rather than her checking account. Records indicate that Ms*** opened her DPA on November 24, Ms*** made seven purchases between the date the account was opened and March Her account was paid in full on April 29, and remained open with a zero balance until her most recent purchase in the amount of $on August 22, 2016. Please note the address on file at the time of Ms***’s most recent purchase was *** * *** *** ***
** ***There is no record of Ms*** contacting DFS to update her address or to advise that she had not received a billing statement until December 5, 2016, however by that time DFS had already changed her address on November 9, after receiving a returned billing statementOn November 9, the DPA address was changed to the one matching what Ms*** provided to your officePrior to November 9th Ms. ***’s billing statements were mailed to the address previously on file, on the 20th of each monthPlease 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. On November 28, Ms*** contacted DFS Collections and made a payment of $Her balance at that time was $however the agent agreed to waive the November late fee of $upon Ms. *** satisfying the remaining DPA balancePlease note that we have reviewed this call recording and found that Ms*** stated that she was making the payment from her checking account, and provided the account number for which the agent was to process the paymentMs*** then confirmed the account numberThere was no mention of a savings account during the callMs*** contacted customer service on December 5, after her payment was reversed, and at that time the customer service agent elected to waive an additional $37, which reduced the DPA balance to $Ms*** made a $payment to satisfy the remaining DPA balance on December 7, 2016. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that he has been locked out of his online profile and
unable to make a payment, which has resulted in a late paymentHe cites that this is due to changes to the Dell Financial Services (“DFS”) website. Please be advised that DFS has not made any recent changes to our website that would have interfered with a customers’ ability to access their online profile and make a paymentRecords indicate that Mr***’s online DFS profile was hard-locked, forcing him to contact customer service, on just one occasionThis instance occurred on June 2, when the security answers that were set up by Mr*** were answered incorrectlyMr*** contacted DFS customer service on June 3, and his profile was unlockedMr***’s online profile was soft-locked after he entered an incorrect password three times on October 1, 2014, and an email was sent to himThere was no online activity after that date though until February 21, On February 21, Mr*** successfully unlocked his profile, then attempted to log in and entered the incorrect password againHe then requested a new password and was able to log inAt that time Mr*** made a payment of $64.00, and was not assessed a late payment feeMr***’s online profile is not locked at this time and there have been no attempted logins since February 21, 2016. Please note that DFS has not reported any negative information to the credit agencies regarding Mr***’s DPAHowever, if he should have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ***, Innovis at ###-###-#### or at the phone number on her credit report. DFS has no record of Mr*** contacting customer service at any point since June 2014. Customer service agents are available M-F 7:00AM to 8:00PM CT. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response and supporting documentDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.com. In her complaint Ms*** expresses concern regarding the billed deferred
interest charges that have been assessed to her Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on October 23, Ms*** applied online and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 24.99%. 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 creditThe 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 at the time the account was opened, Ms*** placed an equipment order with Dell for computer equipment totaling $Ms*** then made ten additional purchases between December and November totaling $Her DPA was paid in full prior to a June purchase totaling $4222.94, which qualified for a promotional financing feature of no interest if paid in full within monthsMs. *** then made three more purchases in July totaling $1210.08, which also qualified for month special financingMs*** made purchases of $and $in November and February as well, however these purchases did not qualify for special financing, thus were placed on a regular interest bearing plan. Ms*** placed a purchase totaling $in July 2015, then with a DPA balance of $3531.19, which was also qualified for a promotional financing feature of no interest, if paid in full within monthsMs*** then made an October purchase totaling $424.72, which was credited in full, followed by a December 2015 purchase totaling $which was qualified for months special financing, and finally a November 2016 purchase totaling $which was not qualified for special financing. Please note that In order to avoid deferred interest charges the Total Dell Order amount was to be received by the promotional expiration datesOn August 10, DFS received payments of $and $which were not enough to pay the expiring promotional plan balances of $and $for her June and July 2014 promotional purchasesThis resulted in deferred interest charges in the amount of $on her June purchase, and $on her July purchasePlease note that Ms***’s promotional plan from her July purchase reflected a balance of $on her June billing statement therefore although DFS received the May and July payments she references, they were not enough to pay the remaining promotional plan balanceThe promotion expired and deferred interest charges were assessed to her DPA in the amount of $367.02. 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: Page 2 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 referencePlease also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 23.49% (variable) from purchase dateTo avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 23.49% (variable)Payments are applied to your total minimum payment due. Please be advised that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balanceThe total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greaterAny payment amount over the minimum payment due will be applied to the promotional plan that expires soonestPlease note that because there is a minimum payment due to each plan DFS cannot advise of a set amount for a customer to pay each month to pay off a particular promotional planCustomers have the option to contact customer service if they would like any portion of their payments over the minimum amount for each plan allocated any differently. Please reference the terms and conditions under the section titled Application of PaymentsThere is record of Ms*** contacting DFS on July 11, asking to have her payments re-allocated in order to pay off the expiring promotion and she was advised that the payments were allocated correctly as the amounts after the minimum for each plan was met were placed on her expiring promotionShe was also advised that the impending deferred interest charges would be validThere are no records that indicate Ms*** was told the deferred interest would be waived. Records indicate that Ms*** has been enrolled in paperless billing since May 29, Please understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each monthMs*** receives a monthly email notification that her statement is available to view on the DFS website by logging in to her online profile. All fees assessed to Ms***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred AccountHowever, in an effort to ensure customer satisfaction DFS has waived $of the deferred interest charges that were assessed to her DPA on July 19, Please note that DFS previously waived one of the deferred interest charges from August in its entirety ($226.99) on August 28, We must respectfully decline to waive the remaining amount of deferred interest that was assessed to Ms***’s DPA in relation to her July purchaseAs of the date of this letter, Ms. ***’s account balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter, along with the detailed account history we have provided for reference, explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of the follcomplaint from *** ***We appreciate the customers desire to have her concerns addressed to her satisfaction. In our previous response we stated Ms*** did not contact Dell Financial Services (“DFS”) directly in order to update the address on her Alienware Titanium Account (“ATA”) until April 4, Upon receiving Ms***’ rebuttal through your office, we reached out to our vendor which receives and forwards the change of address requests for DFS accounts, and it appears Ms***’ change of address request was received by our vendor, however an error resulted in the requests not being forwarded to DFS. As it has been determined that Ms*** did attempt to update her billing address we have waived the remaining ATA balance of $which consisted of late fees and interestAs of the date of this letter Ms. ***’ ATA balance is $0. We apologize for any inconvenience this matter may have caused to Ms*** and we thank her for bringing it to our attentionPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint, Mr*** expresses concern regarding a Dell Preferred Account (“DPA”) that was
opened in his name. 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 an account was opened using Mr***’s personal identifying information on July 13, At the time of account opening four purchases were placed on the account totaling $3817.72. After speaking with Mr*** and determining that the equipment ordered under the DPA was unopened, our Fraud team decided to accept the fraud claim and charge off the account due to confirmed fraud. Please understand that in addition to charging the DPA off due to fraud, DFS has submitted a request to have all four credit agencies delete the DFS tradeline from Mr***’s credit filePlease 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 InnovisPlease allow 30-days for the corrections to be reflected on Mr***’s credit reportIf he should have any questions regarding his credit report, he will need to contact Experian at ***-***, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We regret any inconvenience this matter may have caused to Mr***Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
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 September 18,
2017. In the complaint Mr*** states the following: ? He paid his remaining promotional plan balance of $on August 18, 2017, ahead of his August 19, promotional expiration date, however his account was still assessed deferred interest charges in the amount of $311.63. ? He had renewed a service contract the month prior to his promotional plan expiration which created a separate plan on his billing statement and required its own minimum paymentTherefore a portion of his $payment was applied to this new plan and resulted in his promotional plan expiring with a balance. ? He called customer service and was provided a $waiver of the interest charge however he feels he should have the remaining $credited as well as his intention was to pay the remaining promotional balance and avoid deferred interest. DFS records indicate that on October 14, Mr*** applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $5,and a corresponding Annual Percentage Rate (APR) of 19.99%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. On July 11, Mr*** placed an order with Dell for computer equipment totaling $1,971.72, which was qualified for a promotional financing feature of no interest, if paid in full within months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before August 19, 2017. DFS received payment on August 18, in the amount of $355.15, which was his remaining promotional plan balance as listed on his July billing statementPlease note that this payment would have satisfied the remainder of the promotional plan balance, however as Mr*** made the purchases he referred to in his complaint in July 2017, a portion of his August 18, payment was applied to these purchases, which were placed on a regular plan and required its own minimum paymentPlease note that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balanceThe total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greaterAny payment amount over the minimum payment due will be applied to the promotional plan that expires soonestPlease understand Page 2 that as the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr. ***’s DPA in the amount of $311.63. 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 20.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 20.99% (variable)Payments are applied to your total minimum payment due. All fees assessed to Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA, however as Mr*** appeared to have clear intent on paying his promotional plan balance by the promotional plan expiration date the full deferred interest charge of $was waived on September 15, after he contacted customer serviceThis was waived in two parts, first a $waiver was processed, and then after Mr*** called back that same day he spoke to a supervisor who approved the remaining $Mr*** was advised of this waiver and appeared to be satisfied with the resolutionAs of the date of this letter Mr***’s DPA has a balance of $Please keep in mind because interest accrues daily on his account, he may have additional interest charges assessed on his next regular statement. Records indicate that Mr*** has been enrolled in paperless billing since October 14, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr*** receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of the 2nd follfrom *** ***, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on August 8, 2017. In the complaint Mr*** states the following: ? When attempting to make a purchase using his Dell Preferred Account (DPA) he receives a message that reads “Unfortunately we are unable to extend you credit through Dell Preferred Account at this time.” Records indicate that Mr*** successfully placed an order using his DPA on August 14, 2017 in the amount of $This order did not refer to verification and is currently in processMr. *** now has $remaining of available credit on his DPA. Sincerely, *** *** Executive Services Dell Financial Services
Complaint: ***
I am rejecting this response because: What items do you see were accepted by me? I will complete the form and send it overIs NUVI the same as Garmin GPS? As that is what I haveAnd I do not own a Inspiron ComputerI bought the DELL computer and still have that in my possession (Which does not work anymore)I did not buy any other cameras except Olympia and I did not buy the warranty on itAll the rest of the stuff was never purchased or agreed upon
Regards,
*** ***
Complaint: ***
I am rejecting this response because: There is no mention of restocking fee due to Dell directing shipper for vacation hold destinations. Also very importantly, we only have door door tag from FedEx not 3. which means there is
only one attempt. Please refer to attached (Print Window) Scheduled delivery is "Tue, 2/13/by end of day". Why was the first attempt made on 2/12. The return shipment reached DFS Tue, 2/20/8:am (attachment Print Window 1)I checked with my Bank and there is no refund from DFS till 3/6/
Regards,*** ***
Complaint: [redacted]
I am rejecting this response because:Complaint Number [redacted]Here is additional information that is to complement the previous complaint that I filed on April 24, 2016. This letter is in response to your investigation and the report from Dell, respective to my original complaint.The main I filed my complaint about Dell Financial Services is because I have been cheated of more than $ 400 this year 2016, which resulted in my recalling an earlier time (2014) when I complained of such cheating from Dell Financial Services, and I was ignored. This is the reason I wrote you again on 7/8/2016 to find out if you can help me and to submit some documents which confirms some of the ways that Dell Financial Services is continuing to cheat and harass me.The major reason of the problem created by Dell Financial Services is that they noticed that I was about to finish making the last 200 dollars that I was supposed to owe them, and they made their attack to stop me from not owing any more money. The $ 500 dollars that they had cheated me out of in 2004 was completed ignored even after I wrote them several times and called them. I received no attention. This time I noticed their pattern of attack and I realized that Dell Financial Services does not plan to resolve the problem by returning my money or providing me with a computer that covers the more than $ 900 they have cheated me out of. I believe that Dell Financial Services is comfortable cheating and attacking its customers and their methods of attack would be quite difficult to be investigated by a third party. I also believe that Dell Financial Services will ultimately be caught, but this may involve the expertise of the FBI.Consider the following earlier letter information:April 12, 2016: I made a phone call a second time to dell and enquired about why my account ([redacted]) had suddenly been charged more than $ 400, after I had made payments totaling over $ 400 dollars. The representative (who would not spell her name) said that her name was [redacted], and that she noticed that I had only paid $ 21 during the last three months. [redacted] went on to argue that she noticed that I had paid more than the minimum amount on my account for the last two months. I told [redacted] that I had made more than $ 400 payments to my account because I wanted to finish up the entire bill soon so I can make a purchase. I asked [redacted] whether I had made any purchases that would reflect such a huge amount $ 400 but she stated there were other charges. [redacted] was very argumentative so I asked to talk to a supervisor. I have evidence that I waited for the supervisor for more than 28 minutes, but the supervisor never came to help with the resolution of this issue that dell had created for me. [redacted] kept saying that I had only paid 21 dollars during the last three months. I kept reminding her that I had paid more than $ 400 and that $ 700 - $ 400 = $ 300. However, [redacted] became more argumentative as a representative of Dell Financial Services.Another time (2014), I had made some payments on the same account, and one of the payments was for $ 500, of which was reflected on account but no credit was given to me and I ended paying two times on the same account. Even though I sent e-mails and called dell financial services, I was never given credit for the $ 500. [redacted] and no other representative has attempted to resolve the problem and I am still charged more than $ 500 as if I made no payments to my account for the last three months.Dell financial services have failed to correct their mistakes in billing and do not seem to have any consideration for me as a long-time customer. Usually they will have a questionnaire at the end of any transaction, but this time, they did not have that option sent via email. Therefore, I believe that dell financial services are not willing to resolve the problem that they have been creating for me. At this moment in time, I have seen a pattern that I definitely realize that dell representatives are using their customer care personnel to cheat customers. I would like the amount of $ 400 + $ 500 to be refunded to me so that this problem created by dell and dell financial services can be resolved.I did try to file the complaint before today but no response was made.Since the last time I filed a complaint, Dell has continued attacking by not crediting my payments. Whenever I make a payment, the amount that was listed is increased tremendously. I believe that this second attack is more ferocious because the first time an amount of about $500 was deducted from my account in the same manner as this time, I did not file a complaint with the Revdex.com. I tried in vain to contact Dell Financial Services and resolve the matter but I was completely ignored. My money was never credited to my account.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that her Dell Preferred Account (“DPA”) was assessed late fees...
each month even though she set up an automatic payment through her bank to withdraw the payment by the due date. She also states that she didn’t receive her monthly billing statements or receive any phone calls, emails or regular mail from Dell Financial Services (“DFS”) regarding late payments. DFS records indicate that on June 18, 2014 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $4000.00 and a corresponding APR of 21.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time the account was opened Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $3658.04. This purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before July 01, 2015. DFS received twelve (12) payments between August 01, 2014 and July 03, 2015 totaling $3658.08. These payments would have been sufficient to pay off the promotional plan balance however each payment from September 2014 to July 2015 was received on the 3rd or later each month. Ms. [redacted]’s payment due date each month was the 1st therefore the late payments resulted in eleven (11) late fees, totaling $353.00 in late fee charges being assessed to the DPA balance. Ms. [redacted]’s June 01, 2015 billing statement reflected a remaining promotional plan balance of $637.80. DFS did not receive payment in this amount by the July 1st promotional expiration date and deferred interest charges were assessed to Ms. [redacted]’s DPA in the amount of $497.03. 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 Calculation. Please 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 period. We may offer promotion periods of different lengths that we will announce from time to time. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Ms. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 21.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 21.99% (variable). Payments are applied to your total minimum payment due. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Records indicate that Ms. [redacted] created an online DFS profile on July 02, 2014. At that time she enrolled in paperless billing. The email address that was entered at that time was [redacted]@gmail.com. Please understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each month. Ms. [redacted] received a monthly email notification to the above referenced email that her statement was available to view on the DFS website by logging in to her online profile. Please note that on July 31, 2015 Ms. [redacted] contacted customer care and requested to update her email address. The email address on the account is now [redacted]. DFS has no record of Ms. [redacted] contacting us regarding not receiving her billing statement prior to July 31, 2015. Please understand that all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however it appears that it was Ms. [redacted]’s intention to pay her promotional balance by the expiration date based on the fact that she set up an automatic payment through her bank and paid the amount of the purchase over a twelve (12) month period after her purchase. Therefore in the interest of customer satisfaction we have waived the $497.03 in deferred in interest charges that were assessed to her DPA on July 06, 2015. Additionally we have waived the $353.00 in late fee charges that were assessed to her DPA from September 01, 2014 to July 01, 2015 based on the misunderstanding that her due date was the 6th of each month rather than the 1st. As of the date of this letter Ms. [redacted]’s DPA balance is $0.00 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please reference the attached response. Dear Madam or Sir: We are in receipt of the additional follow-up from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 10, 2017. In the complaint Ms. [redacted] lists the below item numbers and states she does not recognize them and does not know who ordered them: ? 7/31/2005: A0244036- CX7300 Digital Camera ? 6/24/2005: 221-6505- Dimension 3000 desktop ? 6/10/2008: 983-3201- 1 year warranty for Digital camera ? 1/3/2009: A1739645- Nuvi 205W Portable GPS ? 1/3/2009: 224-0075- Inspiron 1525 laptop ? 5/10/2009: 983-0328- Dell on Call, Annual upgrade ? 5/10/2009: 991-5719- Dell on Call, Single incident Please note that we have reviewed each of the above items and found that four of these were for products that were placed by Ms. [redacted] and shipped to her at the address on file at the time of each purchase, which was [redacted]. Furthermore we have cross-checked this address and confirmed that it verified to Ms. [redacted] at the time of each purchase. The other three items were for warranties, service and support. Dell does not have any records to indicate Ms. [redacted] did not agree to these charges at the time of purchase. If Ms. [redacted] has any remaining doubts as to the validity of the charges to her Dell Preferred Account (“DPA”) she may fill out the attached fraud affidavit and fax it to our fraud department to conduct a fraud investigation. We hope this letter brings resolution to this matter. Sincerely, [redacted] Executive Services Dell Financial Services
I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission.
A Dell representative,...
[redacted] has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer’s issue with obtaining a credit line is with Dell Financial Services, a separate entity from Dell computer. DFS will be providing the customer with a letter of notice. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted]. Dell now moves to close this matter regarding Incident ID: [redacted].
Sincerely,
Advanced Resolution Group
Incident ID# [redacted]
Dell
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states her online Dell Financial Services (“DFS”) profile was frozen,...
forcing her to call in to receive account details. She states this led to her account being placed in Collections and she is being harassed by Collections. She asks that her bill be adjusted to an appropriate amount. Please understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS records indicate on January 23, 2007 Ms. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4000.00 and a corresponding APR of 21.24%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised at the time the account was opened Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $1040.25. Ms. [redacted] then made seventeen (17) additional purchases between February 2007 and May 2014 totaling $5875.96. Please note the Dell Preferred Account is an open end account, so when the account will be paid in full depends upon factors such as whether and how often excess payments are made, whether additional purchases are made, or whether fees are assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing Ms. [redacted]’s payment history, DFS finds her minimum monthly payment amount was received late on fifty-six (56) occasions, totaling $1952.65 in late fee charges. Please be advised when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. With regard to Ms. [redacted]’s comments of collection calls being made to her, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the Page 2 applicable due date. Upon review of the collection call records, it has been determined all calls made to Ms. [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practices. DFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. With that being said, please note there is no record of Collections making contact upon calling out to Ms. [redacted]. The latest call attempt on any day was 3:39PM CT. Records indicate there was one incoming call from Ms. [redacted] to Collections on March 12, 2016 in which she stated she would make a payment the next week, however it doesn’t appear a specific date or amount was discussed. In addition to the attempts at reaching Ms. [redacted] by phone, there were letters advising of a past due balance mailed to her in November 2014 and March 2016. Please understand all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to adjust her account balance. As of the date of this letter Ms. [redacted]’s DPA balance is $1820.80. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Upon receipt of Ms. [redacted]’s complaint through your office we have asked our Customer Assistance Team to try and reach her in order to discuss options for a possible payment relief plan, which could potentially reduce her interest rate and minimum payment. They have been unsuccessful thus far in getting ahold of her. Ms. [redacted] may contact the Customer Assistance Team directly at ###-###-#### if she wishes to discuss a payment relief plan. The Customer Assistance Team’s hours are Monday through Thursday 8:00 AM – 12:00 PM and 1:00 PM – 5:00 PM and then Friday 8:00 AM – 12:00 PM and 1:00 PM – 4:00 PM Central Time. Regarding Ms. [redacted]’s contention that DFS froze her online account, please note that her online DFS profile was locked on November 19, 2014 when she failed to correctly answer the security questions she set up on her profile. Please note for security purposes, once an online DFS profile is locked the customer must contact DFS and verify security information on an account in order to unlock the profile. There is no record of Ms. [redacted] contacting DFS since that time in order to unlock her profile. She may call customer service at ###-###-#### if she wishes to unlock her online DFS profile. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that she was not told that her March 2015 purchase was qualified...
for a promotion. She states that the promotion expired and a charge of $293.50 was added to her Dell Preferred Account (“DPA”) balance. Dell Financial Services (“DFS”) records indicate that on January 22, 2013 Ms. [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $1000 and a corresponding APR of 29.99%. The terms of the credit agreement, including the [redacted]ual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Ms. [redacted] placed an order with Dell in the amount of $553.71. Ms. [redacted] then made several additional purchases between July 2013 and April 2015, totaling $1598.73. Please note that Ms. [redacted]’s March 2015 purchase, which totaled $901.50, was qualified for a promotional financing feature of no interest if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before April 4, 2016. As Ms. [redacted]’s promotional plan had a remaining balance on April 5, 2016, the promotional financing feature expired and billed deferred interest charges were assessed to her DPA in the amount of $230.95. Ms. [redacted]’s previous purchases did not qualify for a promotional financing feature. Records indicate that Ms. [redacted]’s March 2015 promotional purchase was placed online and not with a sales representative. If the purchase was made with a sale representative they would have advised Ms. [redacted] of the promotional financing feature for which her order was qualified. As the order was placed online, Ms. [redacted] received a message at the time of purchase advising of the details of the promotional financing feature. 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 Calculation. Please 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 period. We may offer promotion periods of different lengths that we will [redacted]ounce from time to time. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Ms. [redacted]’s reference. Please understand that all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however upon contacting customer service on May 3, 2016 she was provided with a courtesy waiver of $100 of the deferred interest charges that were assessed to her DPA on April 8, 2016. We must respectfully decline to waive the remainder of the deferred interest charges. As of the date of this letter Ms. [redacted]’s DPA balance is $606.67. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. As stated in our previous response, Mr. [redacted]’ order was referred to our Fraud department, which required him to call and speak to them for further verification. There were no calls or emails to Mr. [redacted] and Dell Financial Services (“DFS”) did not state such. Mr. [redacted] was sent a letter on two occasions, May 11, 2016 and then again on June 8, 2016. These letters contained information that would have assisted in verifying Mr. [redacted]’ identity, however records do not indicate he called Fraud with the information contained in the letters therefore the hold on his account was not removed. The hold was however removed on June 12, 2016. Records do not indicate that Mr. [redacted] attempted to replace his order prior to filing this complaint, however, yesterday June 28, 2016 he did place three orders with Dell. All three orders shipped out this morning. Please note that there has been no contact with DFS from Mr. [redacted] since prior to his complaint through your office. DFS has no record of the letter that Mr. [redacted] states he mailed to Dell a week ago. We hope this letter explains and resolves this matter with finality. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Madam or Sir: We are in receipt of the complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 17, 2017. In...
the complaint Mr. [redacted] states the following: ? He reported a fraudulent order on his account however is still receiving email and mail regarding it. ? He would like confirmation that his account and all personal information have been deleted from our system. 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 industry. Please be advised that DFS was unable to locate an account for Mr. [redacted] using the information provided in his complaint. We ask that Mr. [redacted] provide an account number or any other information associated with his account that may help us locate it and assist with this issue. He may send this information through your office, or he may send it directly to me using my contact information below. We regret any inconvenience this matter may have caused to Mr. [redacted] and thank him for bringing this matter to our attention. Sincerely, [redacted] Executive Services Dell Financial Services [redacted]@Dell.com P: ###-###-#### F: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Complaint: ***
I am rejecting this response because: I want to be ensured that my credit rating that Dell Financial Services caused a point drop is restored.Also because of the failure of my unit over a three month period is a different issue and has nothing to do with this claim. It is still not function properly is whyI purchased what I thought was a strait forward agreement in case it start crashing again(Check the records correctly to see the amount of down time and technical service on my unit and parts replacement. Note: I bet if added up it is over three time the units worth, but Dell want to continue throw parts at it.)Also the time line is incorrect I was in the hospital on April 13, having major surgery, a complete right shoulder replacement with hospital stay.
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 that her Dell Preferred Account (“DPA”) has incurred late fee charges
although she did not receive an October or November billing statementShe also states that when she spoke to Dell Financial Services (“DFS”) in December the customer service representative attempted to withdraw her payment from her savings account rather than her checking account. Records indicate that Ms*** opened her DPA on November 24, Ms*** made seven purchases between the date the account was opened and March Her account was paid in full on April 29, and remained open with a zero balance until her most recent purchase in the amount of $on August 22, 2016. Please note the address on file at the time of Ms***’s most recent purchase was *** * *** *** ***
** ***There is no record of Ms*** contacting DFS to update her address or to advise that she had not received a billing statement until December 5, 2016, however by that time DFS had already changed her address on November 9, after receiving a returned billing statementOn November 9, the DPA address was changed to the one matching what Ms*** provided to your officePrior to November 9th Ms. ***’s billing statements were mailed to the address previously on file, on the 20th of each monthPlease 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. On November 28, Ms*** contacted DFS Collections and made a payment of $Her balance at that time was $however the agent agreed to waive the November late fee of $upon Ms. *** satisfying the remaining DPA balancePlease note that we have reviewed this call recording and found that Ms*** stated that she was making the payment from her checking account, and provided the account number for which the agent was to process the paymentMs*** then confirmed the account numberThere was no mention of a savings account during the callMs*** contacted customer service on December 5, after her payment was reversed, and at that time the customer service agent elected to waive an additional $37, which reduced the DPA balance to $Ms*** made a $payment to satisfy the remaining DPA balance on December 7, 2016. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint Mr*** states that he has been locked out of his online profile and
unable to make a payment, which has resulted in a late paymentHe cites that this is due to changes to the Dell Financial Services (“DFS”) website. Please be advised that DFS has not made any recent changes to our website that would have interfered with a customers’ ability to access their online profile and make a paymentRecords indicate that Mr***’s online DFS profile was hard-locked, forcing him to contact customer service, on just one occasionThis instance occurred on June 2, when the security answers that were set up by Mr*** were answered incorrectlyMr*** contacted DFS customer service on June 3, and his profile was unlockedMr***’s online profile was soft-locked after he entered an incorrect password three times on October 1, 2014, and an email was sent to himThere was no online activity after that date though until February 21, On February 21, Mr*** successfully unlocked his profile, then attempted to log in and entered the incorrect password againHe then requested a new password and was able to log inAt that time Mr*** made a payment of $64.00, and was not assessed a late payment feeMr***’s online profile is not locked at this time and there have been no attempted logins since February 21, 2016. Please note that DFS has not reported any negative information to the credit agencies regarding Mr***’s DPAHowever, if he should have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ***, Innovis at ###-###-#### or at the phone number on her credit report. DFS has no record of Mr*** contacting customer service at any point since June 2014. Customer service agents are available M-F 7:00AM to 8:00PM CT. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response and supporting documentDear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the Revdex.com. In her complaint Ms*** expresses concern regarding the billed deferred
interest charges that have been assessed to her Dell Preferred Account (“DPA”). Dell Financial Services (“DFS”) records indicate that on October 23, Ms*** applied online and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 24.99%. 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 creditThe 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 at the time the account was opened, Ms*** placed an equipment order with Dell for computer equipment totaling $Ms*** then made ten additional purchases between December and November totaling $Her DPA was paid in full prior to a June purchase totaling $4222.94, which qualified for a promotional financing feature of no interest if paid in full within monthsMs. *** then made three more purchases in July totaling $1210.08, which also qualified for month special financingMs*** made purchases of $and $in November and February as well, however these purchases did not qualify for special financing, thus were placed on a regular interest bearing plan. Ms*** placed a purchase totaling $in July 2015, then with a DPA balance of $3531.19, which was also qualified for a promotional financing feature of no interest, if paid in full within monthsMs*** then made an October purchase totaling $424.72, which was credited in full, followed by a December 2015 purchase totaling $which was qualified for months special financing, and finally a November 2016 purchase totaling $which was not qualified for special financing. Please note that In order to avoid deferred interest charges the Total Dell Order amount was to be received by the promotional expiration datesOn August 10, DFS received payments of $and $which were not enough to pay the expiring promotional plan balances of $and $for her June and July 2014 promotional purchasesThis resulted in deferred interest charges in the amount of $on her June purchase, and $on her July purchasePlease note that Ms***’s promotional plan from her July purchase reflected a balance of $on her June billing statement therefore although DFS received the May and July payments she references, they were not enough to pay the remaining promotional plan balanceThe promotion expired and deferred interest charges were assessed to her DPA in the amount of $367.02. 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: Page 2 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 referencePlease also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 23.49% (variable) from purchase dateTo avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 23.49% (variable)Payments are applied to your total minimum payment due. Please be advised that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balanceThe total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greaterAny payment amount over the minimum payment due will be applied to the promotional plan that expires soonestPlease note that because there is a minimum payment due to each plan DFS cannot advise of a set amount for a customer to pay each month to pay off a particular promotional planCustomers have the option to contact customer service if they would like any portion of their payments over the minimum amount for each plan allocated any differently. Please reference the terms and conditions under the section titled Application of PaymentsThere is record of Ms*** contacting DFS on July 11, asking to have her payments re-allocated in order to pay off the expiring promotion and she was advised that the payments were allocated correctly as the amounts after the minimum for each plan was met were placed on her expiring promotionShe was also advised that the impending deferred interest charges would be validThere are no records that indicate Ms*** was told the deferred interest would be waived. Records indicate that Ms*** has been enrolled in paperless billing since May 29, Please understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each monthMs*** receives a monthly email notification that her statement is available to view on the DFS website by logging in to her online profile. All fees assessed to Ms***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred AccountHowever, in an effort to ensure customer satisfaction DFS has waived $of the deferred interest charges that were assessed to her DPA on July 19, Please note that DFS previously waived one of the deferred interest charges from August in its entirety ($226.99) on August 28, We must respectfully decline to waive the remaining amount of deferred interest that was assessed to Ms***’s DPA in relation to her July purchaseAs of the date of this letter, Ms. ***’s account balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter, along with the detailed account history we have provided for reference, explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of the follcomplaint from *** ***We appreciate the customers desire to have her concerns addressed to her satisfaction. In our previous response we stated Ms*** did not contact Dell Financial Services (“DFS”) directly in order to update the address on her Alienware Titanium Account (“ATA”) until April 4, Upon receiving Ms***’ rebuttal through your office, we reached out to our vendor which receives and forwards the change of address requests for DFS accounts, and it appears Ms***’ change of address request was received by our vendor, however an error resulted in the requests not being forwarded to DFS. As it has been determined that Ms*** did attempt to update her billing address we have waived the remaining ATA balance of $which consisted of late fees and interestAs of the date of this letter Ms. ***’ ATA balance is $0. We apologize for any inconvenience this matter may have caused to Ms*** and we thank her for bringing it to our attentionPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response Dear Revdex.com Representative: We are in receipt of a complaint from *** ***, originally addressed to the RevDex.comIn his complaint, Mr*** expresses concern regarding a Dell Preferred Account (“DPA”) that was
opened in his name. 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 an account was opened using Mr***’s personal identifying information on July 13, At the time of account opening four purchases were placed on the account totaling $3817.72. After speaking with Mr*** and determining that the equipment ordered under the DPA was unopened, our Fraud team decided to accept the fraud claim and charge off the account due to confirmed fraud. Please understand that in addition to charging the DPA off due to fraud, DFS has submitted a request to have all four credit agencies delete the DFS tradeline from Mr***’s credit filePlease 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 InnovisPlease allow 30-days for the corrections to be reflected on Mr***’s credit reportIf he should have any questions regarding his credit report, he will need to contact Experian at ***-***, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit report. We regret any inconvenience this matter may have caused to Mr***Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response and supporting documentation
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 September 18,
2017. In the complaint Mr*** states the following: ? He paid his remaining promotional plan balance of $on August 18, 2017, ahead of his August 19, promotional expiration date, however his account was still assessed deferred interest charges in the amount of $311.63. ? He had renewed a service contract the month prior to his promotional plan expiration which created a separate plan on his billing statement and required its own minimum paymentTherefore a portion of his $payment was applied to this new plan and resulted in his promotional plan expiring with a balance. ? He called customer service and was provided a $waiver of the interest charge however he feels he should have the remaining $credited as well as his intention was to pay the remaining promotional balance and avoid deferred interest. DFS records indicate that on October 14, Mr*** applied and was approved for a Dell Preferred Account (DPA) with a credit limit of $5,and a corresponding Annual Percentage Rate (APR) of 19.99%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. On July 11, Mr*** placed an order with Dell for computer equipment totaling $1,971.72, which was qualified for a promotional financing feature of no interest, if paid in full within months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before August 19, 2017. DFS received payment on August 18, in the amount of $355.15, which was his remaining promotional plan balance as listed on his July billing statementPlease note that this payment would have satisfied the remainder of the promotional plan balance, however as Mr*** made the purchases he referred to in his complaint in July 2017, a portion of his August 18, payment was applied to these purchases, which were placed on a regular plan and required its own minimum paymentPlease note that each plan listed on the customer’s billing statement also lists a minimum payment for that plan, which is 3% of the plan balanceThe total monthly payment amount due is the sum total of all plan’s on the account, or $20.00, whichever is greaterAny payment amount over the minimum payment due will be applied to the promotional plan that expires soonestPlease understand Page 2 that as the entire promotional plan balance was not paid by the promotional expiration date, the promotional financing feature expired and billed deferred interest charges were assessed to Mr. ***’s DPA in the amount of $311.63. 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 20.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 20.99% (variable)Payments are applied to your total minimum payment due. All fees assessed to Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the DPA, however as Mr*** appeared to have clear intent on paying his promotional plan balance by the promotional plan expiration date the full deferred interest charge of $was waived on September 15, after he contacted customer serviceThis was waived in two parts, first a $waiver was processed, and then after Mr*** called back that same day he spoke to a supervisor who approved the remaining $Mr*** was advised of this waiver and appeared to be satisfied with the resolutionAs of the date of this letter Mr***’s DPA has a balance of $Please keep in mind because interest accrues daily on his account, he may have additional interest charges assessed on his next regular statement. Records indicate that Mr*** has been enrolled in paperless billing since October 14, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr*** receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profile. We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, *** *** Executive Services Dell Financial Services
Please see the attached response.Dear Madam or Sir: We are in receipt of the 2nd follfrom *** ***, originally addressed to the RevDex.comThe complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on August 8, 2017. In the complaint Mr*** states the following: ? When attempting to make a purchase using his Dell Preferred Account (DPA) he receives a message that reads “Unfortunately we are unable to extend you credit through Dell Preferred Account at this time.” Records indicate that Mr*** successfully placed an order using his DPA on August 14, 2017 in the amount of $This order did not refer to verification and is currently in processMr. *** now has $remaining of available credit on his DPA. Sincerely, *** *** Executive Services Dell Financial Services
Complaint: ***
I am rejecting this response because: What items do you see were accepted by me? I will complete the form and send it overIs NUVI the same as Garmin GPS? As that is what I haveAnd I do not own a Inspiron ComputerI bought the DELL computer and still have that in my possession (Which does not work anymore)I did not buy any other cameras except Olympia and I did not buy the warranty on itAll the rest of the stuff was never purchased or agreed upon
Regards,
*** ***
Complaint: ***
I am rejecting this response because: There is no mention of restocking fee due to Dell directing shipper for vacation hold destinations. Also very importantly, we only have door door tag from FedEx not 3. which means there is
only one attempt. Please refer to attached (Print Window) Scheduled delivery is "Tue, 2/13/by end of day". Why was the first attempt made on 2/12. The return shipment reached DFS Tue, 2/20/8:am (attachment Print Window 1)I checked with my Bank and there is no refund from DFS till 3/6/
Regards,*** ***
Complaint: [redacted]
I am rejecting this response because:Complaint Number [redacted]Here is additional information that is to complement the previous complaint that I filed on April 24, 2016. This letter is in response to your investigation and the report from Dell, respective to my original complaint.The main I filed my complaint about Dell Financial Services is because I have been cheated of more than $ 400 this year 2016, which resulted in my recalling an earlier time (2014) when I complained of such cheating from Dell Financial Services, and I was ignored. This is the reason I wrote you again on 7/8/2016 to find out if you can help me and to submit some documents which confirms some of the ways that Dell Financial Services is continuing to cheat and harass me.The major reason of the problem created by Dell Financial Services is that they noticed that I was about to finish making the last 200 dollars that I was supposed to owe them, and they made their attack to stop me from not owing any more money. The $ 500 dollars that they had cheated me out of in 2004 was completed ignored even after I wrote them several times and called them. I received no attention. This time I noticed their pattern of attack and I realized that Dell Financial Services does not plan to resolve the problem by returning my money or providing me with a computer that covers the more than $ 900 they have cheated me out of. I believe that Dell Financial Services is comfortable cheating and attacking its customers and their methods of attack would be quite difficult to be investigated by a third party. I also believe that Dell Financial Services will ultimately be caught, but this may involve the expertise of the FBI.Consider the following earlier letter information:April 12, 2016: I made a phone call a second time to dell and enquired about why my account ([redacted]) had suddenly been charged more than $ 400, after I had made payments totaling over $ 400 dollars. The representative (who would not spell her name) said that her name was [redacted], and that she noticed that I had only paid $ 21 during the last three months. [redacted] went on to argue that she noticed that I had paid more than the minimum amount on my account for the last two months. I told [redacted] that I had made more than $ 400 payments to my account because I wanted to finish up the entire bill soon so I can make a purchase. I asked [redacted] whether I had made any purchases that would reflect such a huge amount $ 400 but she stated there were other charges. [redacted] was very argumentative so I asked to talk to a supervisor. I have evidence that I waited for the supervisor for more than 28 minutes, but the supervisor never came to help with the resolution of this issue that dell had created for me. [redacted] kept saying that I had only paid 21 dollars during the last three months. I kept reminding her that I had paid more than $ 400 and that $ 700 - $ 400 = $ 300. However, [redacted] became more argumentative as a representative of Dell Financial Services.Another time (2014), I had made some payments on the same account, and one of the payments was for $ 500, of which was reflected on account but no credit was given to me and I ended paying two times on the same account. Even though I sent e-mails and called dell financial services, I was never given credit for the $ 500. [redacted] and no other representative has attempted to resolve the problem and I am still charged more than $ 500 as if I made no payments to my account for the last three months.Dell financial services have failed to correct their mistakes in billing and do not seem to have any consideration for me as a long-time customer. Usually they will have a questionnaire at the end of any transaction, but this time, they did not have that option sent via email. Therefore, I believe that dell financial services are not willing to resolve the problem that they have been creating for me. At this moment in time, I have seen a pattern that I definitely realize that dell representatives are using their customer care personnel to cheat customers. I would like the amount of $ 400 + $ 500 to be refunded to me so that this problem created by dell and dell financial services can be resolved.I did try to file the complaint before today but no response was made.Since the last time I filed a complaint, Dell has continued attacking by not crediting my payments. Whenever I make a payment, the amount that was listed is increased tremendously. I believe that this second attack is more ferocious because the first time an amount of about $500 was deducted from my account in the same manner as this time, I did not file a complaint with the Revdex.com. I tried in vain to contact Dell Financial Services and resolve the matter but I was completely ignored. My money was never credited to my account.
Regards,
[redacted]
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that her Dell Preferred Account (“DPA”) was assessed late fees...
each month even though she set up an automatic payment through her bank to withdraw the payment by the due date. She also states that she didn’t receive her monthly billing statements or receive any phone calls, emails or regular mail from Dell Financial Services (“DFS”) regarding late payments. DFS records indicate that on June 18, 2014 Ms. [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $4000.00 and a corresponding APR of 21.99%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time the account was opened Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $3658.04. This purchase was qualified for a promotional financing feature of no interest, if paid in full within twelve (12) months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before July 01, 2015. DFS received twelve (12) payments between August 01, 2014 and July 03, 2015 totaling $3658.08. These payments would have been sufficient to pay off the promotional plan balance however each payment from September 2014 to July 2015 was received on the 3rd or later each month. Ms. [redacted]’s payment due date each month was the 1st therefore the late payments resulted in eleven (11) late fees, totaling $353.00 in late fee charges being assessed to the DPA balance. Ms. [redacted]’s June 01, 2015 billing statement reflected a remaining promotional plan balance of $637.80. DFS did not receive payment in this amount by the July 1st promotional expiration date and deferred interest charges were assessed to Ms. [redacted]’s DPA in the amount of $497.03. 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 Calculation. Please 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 period. We may offer promotion periods of different lengths that we will announce from time to time. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Ms. [redacted]’s reference. Please also note the disclosure directly above the Transaction Detail Box: “NOTE: Interest accrues at your standard rate of 21.99% (variable) from purchase date. To avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box below. When promo expires, interest will be imposed from purchase date at your standard rate of 21.99% (variable). Payments are applied to your total minimum payment due. Please be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the DPA terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. Records indicate that Ms. [redacted] created an online DFS profile on July 02, 2014. At that time she enrolled in paperless billing. The email address that was entered at that time was [redacted]@gmail.com. Please understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each month. Ms. [redacted] received a monthly email notification to the above referenced email that her statement was available to view on the DFS website by logging in to her online profile. Please note that on July 31, 2015 Ms. [redacted] contacted customer care and requested to update her email address. The email address on the account is now [redacted]. DFS has no record of Ms. [redacted] contacting us regarding not receiving her billing statement prior to July 31, 2015. Please understand that all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however it appears that it was Ms. [redacted]’s intention to pay her promotional balance by the expiration date based on the fact that she set up an automatic payment through her bank and paid the amount of the purchase over a twelve (12) month period after her purchase. Therefore in the interest of customer satisfaction we have waived the $497.03 in deferred in interest charges that were assessed to her DPA on July 06, 2015. Additionally we have waived the $353.00 in late fee charges that were assessed to her DPA from September 01, 2014 to July 01, 2015 based on the misunderstanding that her due date was the 6th of each month rather than the 1st. As of the date of this letter Ms. [redacted]’s DPA balance is $0.00 We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please reference the attached response. Dear Madam or Sir: We are in receipt of the additional follow-up from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on March 10, 2017. In the complaint Ms. [redacted] lists the below item numbers and states she does not recognize them and does not know who ordered them: ? 7/31/2005: A0244036- CX7300 Digital Camera ? 6/24/2005: 221-6505- Dimension 3000 desktop ? 6/10/2008: 983-3201- 1 year warranty for Digital camera ? 1/3/2009: A1739645- Nuvi 205W Portable GPS ? 1/3/2009: 224-0075- Inspiron 1525 laptop ? 5/10/2009: 983-0328- Dell on Call, Annual upgrade ? 5/10/2009: 991-5719- Dell on Call, Single incident Please note that we have reviewed each of the above items and found that four of these were for products that were placed by Ms. [redacted] and shipped to her at the address on file at the time of each purchase, which was [redacted]. Furthermore we have cross-checked this address and confirmed that it verified to Ms. [redacted] at the time of each purchase. The other three items were for warranties, service and support. Dell does not have any records to indicate Ms. [redacted] did not agree to these charges at the time of purchase. If Ms. [redacted] has any remaining doubts as to the validity of the charges to her Dell Preferred Account (“DPA”) she may fill out the attached fraud affidavit and fax it to our fraud department to conduct a fraud investigation. We hope this letter brings resolution to this matter. Sincerely, [redacted] Executive Services Dell Financial Services
Revdex.com Complaint ID: [redacted]
Dear Revdex.com,
I am writing on behalf of Dell Inc. in response to the complaint filed with your office by the customer. Thank you for providing a copy of the customer’s submission.
A Dell representative,...
[redacted] has been in contact with the customer regarding their concerns. We regret any dissatisfaction the customer may have experienced and appreciate the Revdex.com’s feedback. The customer’s issue with obtaining a credit line is with Dell Financial Services, a separate entity from Dell computer. DFS will be providing the customer with a letter of notice. Should the customer have any additional concerns they can reach out to Dell by phone, email or chat by visiting [redacted] or for online assistance at [redacted]. Dell now moves to close this matter regarding Incident ID: [redacted].
Sincerely,
Advanced Resolution Group
Incident ID# [redacted]
Dell
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states her online Dell Financial Services (“DFS”) profile was frozen,...
forcing her to call in to receive account details. She states this led to her account being placed in Collections and she is being harassed by Collections. She asks that her bill be adjusted to an appropriate amount. Please understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customers. DFS records indicate on January 23, 2007 Ms. [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $4000.00 and a corresponding APR of 21.24%. The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised at the time the account was opened Ms. [redacted] placed an equipment order with Dell for computer equipment totaling $1040.25. Ms. [redacted] then made seventeen (17) additional purchases between February 2007 and May 2014 totaling $5875.96. Please note the Dell Preferred Account is an open end account, so when the account will be paid in full depends upon factors such as whether and how often excess payments are made, whether additional purchases are made, or whether fees are assessed. The customer can reduce the account balance faster by making payments larger than the minimum amount due. Please refer to the Payment Information section of your billing statement under Minimum Payment Warning: “If you make only the minimum payment each period, you will pay more interest and it will take longer to pay off your balance.” After reviewing Ms. [redacted]’s payment history, DFS finds her minimum monthly payment amount was received late on fifty-six (56) occasions, totaling $1952.65 in late fee charges. Please be advised when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred Account. Please reference the section of the terms and conditions titled Charges. Charges: A Late Payment Fee will be imposed if you fail to pay us the Total Minimum payment due in full by the Payment Due Date on your billing statement. With regard to Ms. [redacted]’s comments of collection calls being made to her, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the Page 2 applicable due date. Upon review of the collection call records, it has been determined all calls made to Ms. [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practices. DFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as well. With that being said, please note there is no record of Collections making contact upon calling out to Ms. [redacted]. The latest call attempt on any day was 3:39PM CT. Records indicate there was one incoming call from Ms. [redacted] to Collections on March 12, 2016 in which she stated she would make a payment the next week, however it doesn’t appear a specific date or amount was discussed. In addition to the attempts at reaching Ms. [redacted] by phone, there were letters advising of a past due balance mailed to her in November 2014 and March 2016. Please understand all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, therefore we must respectfully decline to adjust her account balance. As of the date of this letter Ms. [redacted]’s DPA balance is $1820.80. Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. Upon receipt of Ms. [redacted]’s complaint through your office we have asked our Customer Assistance Team to try and reach her in order to discuss options for a possible payment relief plan, which could potentially reduce her interest rate and minimum payment. They have been unsuccessful thus far in getting ahold of her. Ms. [redacted] may contact the Customer Assistance Team directly at ###-###-#### if she wishes to discuss a payment relief plan. The Customer Assistance Team’s hours are Monday through Thursday 8:00 AM – 12:00 PM and 1:00 PM – 5:00 PM and then Friday 8:00 AM – 12:00 PM and 1:00 PM – 4:00 PM Central Time. Regarding Ms. [redacted]’s contention that DFS froze her online account, please note that her online DFS profile was locked on November 19, 2014 when she failed to correctly answer the security questions she set up on her profile. Please note for security purposes, once an online DFS profile is locked the customer must contact DFS and verify security information on an account in order to unlock the profile. There is no record of Ms. [redacted] contacting DFS since that time in order to unlock her profile. She may call customer service at ###-###-#### if she wishes to unlock her online DFS profile. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of a complaint from [redacted], originally addressed to the Revdex.com. In her complaint Ms. [redacted] states that she was not told that her March 2015 purchase was qualified...
for a promotion. She states that the promotion expired and a charge of $293.50 was added to her Dell Preferred Account (“DPA”) balance. Dell Financial Services (“DFS”) records indicate that on January 22, 2013 Ms. [redacted] applied online and was approved for a Dell Preferred Account with a credit limit of $1000 and a corresponding APR of 29.99%. The terms of the credit agreement, including the [redacted]ual Percentage Rate (APR), were disclosed to Ms. [redacted] at the time her application for credit was approved. Our records indicate that Ms. [redacted] accepted the terms of the credit agreement. Additionally, the terms and conditions of Ms. [redacted]’s credit agreement were mailed to her within 48 hours of her approval for credit. The terms and conditions give the customer three (3) days to contact us to reject the credit agreement. Our records indicate that Ms. [redacted] did not contact us to reject the DPA credit agreement. Please be advised that at the time of the account opening Ms. [redacted] placed an order with Dell in the amount of $553.71. Ms. [redacted] then made several additional purchases between July 2013 and April 2015, totaling $1598.73. Please note that Ms. [redacted]’s March 2015 purchase, which totaled $901.50, was qualified for a promotional financing feature of no interest if paid in full within 12 months. In order to avoid interest charges, the Total Dell Order amount was to have been received on or before April 4, 2016. As Ms. [redacted]’s promotional plan had a remaining balance on April 5, 2016, the promotional financing feature expired and billed deferred interest charges were assessed to her DPA in the amount of $230.95. Ms. [redacted]’s previous purchases did not qualify for a promotional financing feature. Records indicate that Ms. [redacted]’s March 2015 promotional purchase was placed online and not with a sales representative. If the purchase was made with a sale representative they would have advised Ms. [redacted] of the promotional financing feature for which her order was qualified. As the order was placed online, Ms. [redacted] received a message at the time of purchase advising of the details of the promotional financing feature. 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 Calculation. Please 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 period. We may offer promotion periods of different lengths that we will [redacted]ounce from time to time. Page 2 Additionally, please note, on each of the statements prior to the promotion expiration date, DFS listed the promotion expiration date in the Interest Charge Calculation section. This area is outlined in a thickened box for Ms. [redacted]’s reference. Please understand that all fees assessed to Ms. [redacted]’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however upon contacting customer service on May 3, 2016 she was provided with a courtesy waiver of $100 of the deferred interest charges that were assessed to her DPA on April 8, 2016. We must respectfully decline to waive the remainder of the deferred interest charges. As of the date of this letter Ms. [redacted]’s DPA balance is $606.67. Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statement. We hope this letter explains and resolves this matter. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Revdex.com Representative: We are in receipt of the follow-up complaint from [redacted]. As stated in our previous response, Mr. [redacted]’ order was referred to our Fraud department, which required him to call and speak to them for further verification. There were no calls or emails to Mr. [redacted] and Dell Financial Services (“DFS”) did not state such. Mr. [redacted] was sent a letter on two occasions, May 11, 2016 and then again on June 8, 2016. These letters contained information that would have assisted in verifying Mr. [redacted]’ identity, however records do not indicate he called Fraud with the information contained in the letters therefore the hold on his account was not removed. The hold was however removed on June 12, 2016. Records do not indicate that Mr. [redacted] attempted to replace his order prior to filing this complaint, however, yesterday June 28, 2016 he did place three orders with Dell. All three orders shipped out this morning. Please note that there has been no contact with DFS from Mr. [redacted] since prior to his complaint through your office. DFS has no record of the letter that Mr. [redacted] states he mailed to Dell a week ago. We hope this letter explains and resolves this matter with finality. Please do not hesitate to contact us should the Revdex.com or the customer need further clarification. Sincerely, [redacted] Executive Services Dell Financial Services
Please see the attached response. Dear Madam or Sir: We are in receipt of the complaint from [redacted], originally addressed to the Revdex.com and forwarded to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 17, 2017. In...
the complaint Mr. [redacted] states the following: ? He reported a fraudulent order on his account however is still receiving email and mail regarding it. ? He would like confirmation that his account and all personal information have been deleted from our system. 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 industry. Please be advised that DFS was unable to locate an account for Mr. [redacted] using the information provided in his complaint. We ask that Mr. [redacted] provide an account number or any other information associated with his account that may help us locate it and assist with this issue. He may send this information through your office, or he may send it directly to me using my contact information below. We regret any inconvenience this matter may have caused to Mr. [redacted] and thank him for bringing this matter to our attention. Sincerely, [redacted] Executive Services Dell Financial Services [redacted]@Dell.com P: ###-###-#### F: ###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]