Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] ***, originally addressed to the Revdex.comIn his complaint Mr [redacted] states he was advised at the time of sale his warranty purchase would be placed on a no interest promotion, however his Dell Preferred Account (“DPA”) is being charged interestRecords indicate the current APR on Mr***’s DPA is 21.49%Mr [redacted] placed orders with Dell for service contracts on April 22, in the amount of $310.94, and on May 6, in the amount of $Please understand special financing promotions are not offered on service contracts unless they are purchased along with a qualifying computer systemMr***’s purchases are therefore accruing interest at his standard interest rateDell does not have any available call recordings or notes that indicate Mr [redacted] was misinformed at the time of purchaseIn regard to Mr***’s statement he called two months ago regarding his concern and has not heard back, we apologize but unfortunately a case was not opened per his request during the May 23, call with customer serviceAll fees assessed to Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred AccountHowever, in an effort to ensure customer satisfaction we have processed a waiver of the $in interest charges that have been assessed to his DPA based on his April and May purchases thus farWe must respectfully decline to place his orders on a special financing promotion thoughAs of the date of this letter, Mr***’s account balance is $Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
I still need to see the following: List of purchases for items from Dell I still feel they are totally dishonest and ripping people off They stated I was offered a lower APR and I did not respond to their offer, I am not an It not to respond to a lower APRThey never offered any such thing to me I would like them to refund some amount back to me as so far I have paid them close to $ 8,most of it was interest charged as they refused to lower my APR on several occasions I still think Revdex.com or someone should look into this business as I am sure they are ripping off lots of people Thank you,
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer’s issue with obtaining a credit line is with Dell Financial Services, a separate entity from Dell computerDell Financial will be providing the customer with a letter of noticeMr [redacted] will need to contact Dell Financial for any further information As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter Sincerely, Advanced Resolution Group FID # [redacted] Dell
Please see the attached response[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.]Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint Ms [redacted] expresses concern regarding the outstanding balance of her Dell Preferred Account (“DPA”)Dell Financial Services (“DFS”) records indicate that on October 03, Ms [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 28.74%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 approvedOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Ms [redacted] ’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 [redacted] did not contact us to reject the DPA credit agreementPlease be advised that at the time of the account opening Ms [redacted] placed an equipment order with Dell for computer equipment totaling $Ms [redacted] then made thirteen (13) additional purchases between May and February totaling $Please be advised that Ms [redacted] ’s initial purchase was qualified for a promotional financing feature of no interest if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 27, DFS received payment on May 01, in the amount of $This payment was not sufficient to pay off the remaining promotional plan balance of $therefore the promotional financing feature expired and billed deferred interest charges were assessed to Ms [redacted] ’s Dell Preferred Account in the amount of $Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge CalculationPlease reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchaseIf such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to timeAdditionally, 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 [redacted] ’s referencePage Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise Ms [redacted] when the account will be paid in fullUnlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain termThere is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $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 that her minimum monthly payment amount was received late on twenty (20) occasions, totaling $in late fee chargesPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: 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 statementPlease 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, therefore we must respectfully decline to waive her remaining balance and to process a refundPlease note however, that in the interest of customer satisfaction we have waived $in interest charges that have been assessed to her DPAAs of the date of this letter Ms [redacted] ’s DPA balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementPlease note that Ms [redacted] ’s DPA is now closed per her requestRecords indicate that Ms [redacted] contacted DFS customer care on April 27, regarding her balanceShe was advised at that time of the minimum payment warning, and of tips to help decrease her account balance fasterWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint, Mr [redacted] expresses concern regarding a charge to his Dell Preferred Account (“DPA”), which he states he did not authorizeWe regret any frustration that Mr [redacted] feels he has experienced during his transactions and contacts with Dell Financial Services (“DFS”)As a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customersDFS 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 industryRecords indicate that Mr [redacted] spoke with Dell on April 08, and purchased a service contract extension in the amount of $An order for Complete Care insurance was then added on to the service contract extension on April 13, in the amount of $Records indicate that Mr [redacted] called Dell and discussed this order on April 17, 2015, requesting a system replacement however a system replacement was deniedMr [redacted] did not dispute this purchase at that timeMr [redacted] contacted DFS with concerns regarding the April 13, order on May 12, At that time a fraud investigation was openedPlease note that in most cases DFS completes their investigation within days from the initial report however federal statute allows days to complete a fraud investigationMr [redacted] contacted DFS three times between May 22, and July 14, regarding the status of the fraud investigation and was referred to FraudPlease note that Mr [redacted] ’s fraud claim has been assigned to an investigator, and that the investigator spoke with him on July 10, When the investigator and Mr [redacted] spoke he informed the investigator that he placed the orders but that he was under the impression that the amount of the orders was differentPlease note that we have confirmed that Mr [redacted] was charged the correct amounts for the orders purchased through DellFurthermore DFS has not suspected any fraudulent activity on Mr [redacted] ’s DPAIf he still has fraud related concerns he may contact Hope at ###-###-#### extension [redacted] As of the date of this letter Mr [redacted] ’s DPA balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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.comIn his complaint Mr [redacted] states Dell has helped him set up autopay on his Dell Preferred Account (“DPA”) however each month he is contacted regarding a late paymentDell Financial Services (“DFS”) records indicate Mr [redacted] ’s DPA was set up for automatic payments until March 15, 2016, at which point he contacted customer service regarding instruction on how to make changes to his online paymentThe agent provided the necessary assistance to Mr [redacted] , however, it appears he cancelled the automatic payment himself that dayMr [redacted] next contacted customer service in regards to his automatic payment on April 29, 2016, at which point the customer service agent assisted him in setting it up once again, and advised it would take effect next monthHe was also advised the total payment due at that time was $91, which included the past due amount not received by his April 17, due dateAs payment was not received by the April 17, payment due date as reflected on his March billing statement, there had been a $late fee assessed to Mr [redacted] ’s DPAIt was waived on May 3, as a courtesy when he contacted Collections and made the $payment to bring his account currentOn May 23, Mr [redacted] contacted customer service regarding the date his automatic payment was to be taken out onMr [redacted] was advised his payment was set up to be withdrawn upon arrival of his statementMr [redacted] then cancelled the payment that was to be withdrawn on May 24, As payment was not received by his June 17, due date a late fee in the amount of $was assessed to his DPAMr [redacted] ’s automatic payments are now set up to be withdrawn on his payment due date, which is the 17th of each monthOn July 17, a payment of $will be withdrawn, which includes a $past due amount for the payment not received by his June 17th due dateRegarding the late fee charges assessed to Mr [redacted] ’s DPA please be advised when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the DPA terms and conditions titled ChargesCharges: 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 statementDFS records indicate all fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account, however as stated above, his April late fee was waived as a courtesyWe must respectfully decline to waive the late fee he incurred in June, As of the date of this letter, Mr [redacted] ’s Dell Preferred Account balance is $Please be advised DFS has not reported any negative information to the credit agencies regarding Mr [redacted] ’s DPAShould he have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit reportPage With regard to being contacted about late payments, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due dateUpon review of the collection call records, it has been determined all calls made to Mr [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practicesDFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as wellWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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.comIn his complaint Mr [redacted] states that upon contacting Dell Financial Services (“DFS”) regarding a credit for a returned order his account was placed in fraud status which is preventing him from being able to see account info or make a paymentRecords indicate that on November 24, Mr [redacted] placed four orders with Dell totaling $Two of these orders were promptly returned and full credits in the amounts of $and $were processed on December 1, A third order was returned with a full credit in the amount of $being processed on December 31, The fourth order, in the amount of $was not returnedMr [redacted] made a payment to DFS in the amount of $on December 22, therefore his Dell Preferred Account (“DPA”) balance, as reflected on his January 14, billing statement, is $Please note that there was no December 30, order placedMr [redacted] had contacted DFS on December 18, regarding the credit he had not yet received for the computer he returned and was advised of the appropriate timeframe for a credit to be processedPlease note that we have no record of Mr [redacted] being advised that a credit would be processed in daysCustomers are advised that credits are typically posted within 30-daysMr [redacted] contacted DFS again on December 19th and 22nd regarding the credit not yet receivedThen on December 31, Mr [redacted] contacted DFS stating that there were unauthorized purchases on his accountAt that time his DPA was placed under investigation for fraudThen on January 8, Mr [redacted] stated that he wanted to cancel the fraud claimAt that time he was advised that DFS required a Letter of Responsibility from him in order to cancel the fraud claimMr [redacted] declined to send in the requested letter at that timeHe contacted DFS again on January 14th and 18th asking to cancel the fraud claim and again was told that DFS would need a Letter of Responsibility in order to do so, to which he again declined to send inAs of the date of this letter DFS still has not received the required letter from Mr [redacted] If he would like to cancel the fraud claim we must receive this letter from himHe may fax it to our fraud department at ###-###-####Please note that when an account is placed under investigation for fraud that certain information and features are restricted, this includes the option to make a payment online or through our automated phone systemThe customer still has the option to mail in a payment with the payment slip attached to his monthly billing statementOnce Mr [redacted] provides a Letter of Responsibility to release the fraud claim all account features will be restoredWe hope this letter helps to explain and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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 March 14, In the complaint Ms [redacted] states the following: ? A judgement was placed on her credit regarding her Dell Preferred Account (“DPA”) however her account was included in her Chapter bankruptcy filing? She has reached out to the Collection agency her account was turned over to on multiple occasions, however the issue has not been resolvedDFS records indicate that on November 23, Ms [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $3,and a corresponding APR of 19.99%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, prior to account openingOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms of Ms [redacted] ’s credit agreement were mailed to her within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Ms [redacted] did not contact us to reject the DPA credit agreementAt the time of account opening Ms [redacted] placed an order with Dell for computer equipment totaling $Between September and December she made seven additional purchases, totaling $2,One of these purchases, in the amount of $was credited in full on October 20, Ms [redacted] ’s DPA was closed by DFS due to delinquency on September 17, Her account was charged-off when it became days delinquent on January 24, The balance at the time of charge-off was $2,On March 14, DFS was awarded the judgement Ms [redacted] referencesRecords indicate that Ms [redacted] filed bankruptcy Chapter on September 3, 2013, after the judgement was in placeAs the judgement had already been awarded it remained regardless of the bankruptcy filingThe garnishment of wages that was awarded with the judgment was discharged when the bankruptcy was filedOn March 2, DFS received a request from the law office assigned to pursue the judgement stating that Ms [redacted] had contacted their office requesting the release of lien, and at that time DFS authorized itOnce the lien is released through the courts it will no longer reflect on Ms [redacted] ’s credit historyPlease note DFS has no record of any previous requests to release this lienPage We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services Dell - Internal Use - Confidential
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] ***, originally addressed to the Revdex.comIn her complaint Ms [redacted] states that she never received a Dell Preferred Account (“DPA”) billing statement after making her September purchaseShe also states that she experienced issues in logging into the Dell Financial Services (“DFS”) website to make a payment, and in contacting customer service to receive assistanceDFS records indicate that on February 12, Ms [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 29.99%The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms [redacted] at the time her application for credit was approvedOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, Ms***’s Welcome kit, which included the terms and conditions of her 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 [redacted] did not contact us to reject the DPA credit agreementOn August 25, Ms [redacted] placed an order with Dell totaling $Please note that Ms***’s DPA had a $balance prior to this purchase as this was the first purchase applied to her accountThe first billing statement after this purchase was mailed to Ms [redacted] at the address on file, which matches the address provided to the Revdex.com, on September 22, and had a payment due date of October 17, The October billing statement was mailed out as well, on the 22nd before Ms [redacted] created an online profile on the DFS website on November 6, 2015, and enrolled in paperless billingThe email address that was entered at that time was [redacted] .***@gmail.comPlease understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each monthMs [redacted] receives a monthly email notification to the above referenced email that her statement is available to view on the DFS website by logging in to her online profilePlease note that DFS has no record of Ms [redacted] attempting to create an online profile prior to November 6, There is record of a previous DPA for Ms [redacted] however this DPA would not have interfered with the setup of an online profile under her new DPADFS received the first payment to Ms***’s DPA on December 17, in the amount of $126.00, which satisfied the total amount due as reflected on her November billing statementPlease note that each billing statement listed the total amount due, including any past due amountIn regard to the late fees that were assessed to Ms***’s DPA, when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: 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 statementPage Please understand that all fees assessed to Ms***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we have waived the $November late fee that was assessed to her account upon her contacting customer service on December 18, We have reviewed available call recordings and found no record of Ms [redacted] being advised that we would waive her October late fee, and we must respectfully decline to waive the late fee at this time as wellAdditionally, please note that we have no record of the stated unprofessional behavior by the referenced customer service representativeAs of the date of this letter Ms***’s DPA balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementDFS does not require customer’s to have their account number in order to contact customer service however it does help in locating their accountCustomer service representatives will ask for alternate information from the customer in order to locate their account if they do not have their account numberPlease be advised that DFS does not have record of Ms [redacted] contacting us and being transferred six times, then hung up onThere is however record of a call into Collections in which Ms [redacted] requested a transfer to customer serviceIt appears that this call was disconnected while Ms [redacted] was on hold but we cannot determine which side the call was disconnected fromThere is no negative information is being reported to the credit agencies regarding Ms***’s DPAHowever, if she should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at [redacted] - [redacted] or at the phone number on her credit reportWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because: I did not authorize transactions as I haven't spoken with an agent timesThe business is lying and was harassing calling upwards of times daily trying to collect $in NSF feesI'd like see the call logs for separate authorizationsUntil they remove all the NSF fees charged to me and give me a proper total I do not accept the response Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:All this person can do is state"policy" not apologize and answer my concern that its Dell mistake that when I made the last purchase they neglected to make the appropriate change of address and subsequently caused me all this aggravation It has been my exp with Dell that recently that have thrown the art of "customer service " in the garbage pail Their tech service is getting worse I dont think it can match the cold response I just received in this letter Dell takes no responsibility in this matter and offered no apology Ultimate this is a business and power of the purchaser will always winI go on record and please inform the composer of that response to me that he or she is going to be soley responsible for me and my friends never spending one red cent on a Dell product ion the future Its repeat business that companies value ain addition to "Brand name" and Dells in certainly tarnishedLook they cant even apologize , just quote policy? Great job Regards, [redacted]
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint, Mr [redacted] states he overpaid his Dell Preferred Account (“DPA”) by $ and has requested a refund however has not yet received his money backPlease be advised Mr [redacted] made a payment in the amount of $2895.00, which posted to his DPA on June 26, Mr [redacted] ’s DPA balance at that time, according to his June billing statement, was $However please understand that his DPA balance still reflected a duplicate credit for an order that was returned in February in the amount of $This order was originally credited in February then was credited again in May On July 12, an adjustment was made to correct the account, which resulted in the correct credit balance of $As of July 20, we have processed a refund in the amount of $Mr [redacted] should expect a refund check in the mail within 7-daysPlease note that Mr [redacted] has contacted customer service in regards to this issue on several occasions, and has been quoted the appropriate time frame for a resolutionLarge payments such as the one Mr [redacted] made are placed on hold for a specified amount of time to allow the payment to clear the customer’s bankThis is the reason that he was quoted the time frame he was for a resolution upon contacting customer serviceDFS needed to wait for the check hold to be removed before processing any refund due to Mr [redacted] DFS records indicate that Mr [redacted] received a response to his email dated June 29, on July 05, We hope this letter explains and helps to resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of the follcomplaint from [redacted] , originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on July 28, In the complaint Mr [redacted] states the following: ? Although the verification block has been removed he is still unable to use his Dell Preferred Account (DPA) to make a purchasePlease note that we have reviewed Dell and DFS records and do not show that a recent order attempt has been made by Mr [redacted] As previously stated the verification block was removed therefore there is nothing that would prevent him from being able to place an order using his DPAMr [redacted] currently has $available out of his $DPA credit limitMr [redacted] may contact a Dell sales agent at ###-###-#### if he’d like assistance in placing an orderWe hope this letter further explains this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint Ms [redacted] states her Dell Preferred Account (“DPA”) had a zero balance until recently when she received a billing statement reflecting an $warranty charge, along with a $balance adjustmentDell Financial Services (“DFS”) records indicate Ms [redacted] ’s DPA was credited in February in the amount of $for a January purchase that she did not returnThis credit remained on her DPA until a purchase was made in the amount of $in April On May 4, credits were processed as a courtesy to Ms [redacted] in the amounts of $and $The $credit reduced the DPA balance to $0, and the $credit created a credit balance for which Ms [redacted] was mailed refund checks in the amounts of $and $Ms [redacted] was then sent a June billing statement reflecting a zero balanceOn November 29, a debit adjustment in the amount of $posted to Ms [redacted] ’s DPA to adjust for the credit that posted to her DPA in February for an order she did not returnRecords indicate that Ms [redacted] authorized an extended warranty in the amount of $on December 7, 2016, and this amount posted to her DPA as wellMs [redacted] was then sent a December billing statement reflecting a balance of $which was validPlease note that we have since credited the warranty and the $debit adjustmentFurthermore a credit posted to her DPA in the amount of $as DFS found during research that a credit in this amount was due but never processed in February Additionally records reflect a payment was made by Ms [redacted] on December 23, in the amount of $As of the date of this letter Ms [redacted] has a credit balance of $Please note that we have processed a refund check in this amountMs [redacted] should expect her refund in the mail in 7-business daysPlease be advised that on December 29, a representative from our corporate headquarters spoke with Ms [redacted] by phone and explained the credits and debits to her DPA and that everything was adjusted accordinglyMs [redacted] was told that the current credit balance was valid and that she will be receiving a credit balance refund, to which she agreed withPlease note DFS has not reported any negative information to the credit bureaus regarding Ms [redacted] ’s DPAWhile DFS reports to the credit agencies, the credit report is the sole property of the agency generating the reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf Ms [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit reportWe regret any inconvenience this matter may have caused to Ms [redacted] and we hope this letter explains and resolves itPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 24, In the complaint Ms [redacted] states the following: ? After returning an October purchase she placed a new orderThe new purchase was determined to be defective so she returned it as well? She was credited for her return and was mailed a refund check as her return resulted in a credit balanceThen after receiving a $balance statement she received a statement with a $balance, which she paidShe then received a statement with another credit balance, and received a refund check for that as well? Her August billing statement reflected a balance of $and upon calling customer service she was told her account was previously over-credited and has now been adjusted, as part of her purchase was not returned? She states she returned her entire purchase and has since deleted all emails showing evidence of the full returnPlease understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customersWe strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in Ms [redacted] ’s complete satisfactionDFS records indicate that on October 21, Ms [redacted] applied and was approved for a 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 Ms [redacted] at the time her application for credit was approved, prior to account openingOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms of Ms [redacted] ’s credit agreement were mailed to her within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Ms [redacted] did not contact us to reject the DPA credit agreementMs [redacted] placed orders with Dell totaling $Records indicate that Ms [redacted] returned all but of these orders, a $purchase of a monitor (order# 907692301) and a sound bar (order# [redacted] ) for $Due to human error, the account was credited and debited for the same transaction multiple timesDue to these errors and the fact that the customer contends she returned all of the purchases made through Dell we have now credited the remaining DPA balanceMs [redacted] ’s next billing statement, dated June 7, will reflect a $balanceIn addition we have closed Page Ms [redacted] ’s DPA per her request and processed a refund check in the amount of $65.84, which is the difference between the amount of payments she made to DFS ($166.59) and the total of refund checks already sent to her ($104.24) plus $in interestMs [redacted] can expect to receive the refund check in 7-business daysFurthermore we have submitted an update to the credit reporting agencies to report Ms [redacted] ’s DPA as closed by the consumer with a $balance and no prior delinquent notationsPlease allow 30-days for this update to reflect at the credit bureausCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf Ms [redacted] should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit reportWe apologize for any inconvenience this matter may have caused to Ms [redacted] and we hope this letter explains and resolves itPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of the follcomplaint from [redacted] ***We appreciate the customers’ desire to have their concerns addressed to their satisfactionPlease understand that the address listed on Mr***’s credit application and first billing statement was determined to be an invalid address after Dell Financial Services (“DFS”) received returned mailIn an effort to ensure the customer received his billing statements we updated the address on file to an address that verified to himPlease note that this action did not result in pulling Mr***’s credit againDFS has applications that we use to verify consumer addressesWe researched and located an address that we found to be a valid address for himWe apologize if this address was not the current billing address for Mr [redacted] however the fact remains that he did not contact DFS stating he was not receiving his billing statements until October As previously stated, it is the responsibility of the customers to contact DFS if their address changes in order to ensure they are receiving their monthly billing statementsPlease note that the Order and Shipping confirmations, along with the Dell Chat logs, and other Dell documents that Mr*** submitted with his complaint in support of his claim are Dell documents and are not evidence that he contacted DFS to update his billing address per the terms and conditions of the Dell Preferred Account (“DPA”)DFS was never provided the address listed on the documents he providedAgain, Dell does not have the ability to change a billing address within DFS, Mr*** would have needed to contact DFS directly to update his billing addressAgain, we must respectfully decline to waive the interest assessed to Mr***’s account in as all fees have been assessed in accordance with the terms and conditions for which Mr*** agreed toPlease note that any future billing statements will be sent to [redacted] [redacted] as this is the address on fileIn regard to the prior billing statements, we ask that Mr [redacted] reference the copies we provided to the Revdex.com with our initial response to his complaintWe hope this letter provides further explanation and brings resolution to this matterSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because: The information contained is inaccurate I was charged for an extended warranty that I did NOT want in Jan and a customer service agent confirmed that the warranty was canelled and I would NOT be charged When I was able to pay off the account, I found that the warranty had NOT been removed and I had not only been charged $for the warranty itself but an additonal $in interest on an item I did not want and never used!!! Hence, when I paid off the account, I did NOT pay for the warranty or part of the inteterest as I should NOT have been charged any of it There should NOT be continued late fees because the account was paid in full and the continued late fees are a violation of CFPB regulations and federal consumer lawI am not asking for a refund of the $50+ dollars in interest to which Dell was NEVER intitled, just that the account be closed as paid according to plan and that Dell report the account paid according to plan and removed the negative credit Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have send an E-mail to [redacted] (investigator from dell) on the 26th of Janand I have explain to her that [redacted] County sheriff have taken the case,Because I originally had a report from [redacted] county Sheriff,but since they do not have jurisdiction where the item was send to,so the [redacted] Sheriff had to transfer the case to [redacted] Sheriff.I have done everything Dell have ask me to doIf they have any question they can call Records from [redacted] County Sheriff at ###-###-#### and get the police report.Regards, [redacted] PS.Attach letter sent to [redacted] *.(Dell) to proof I have been doing what Dell want me to do
Please see the attached response and transaction historyDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint Mr [redacted] states that his account is being double and triple charged and that he has not consented to such chargesHe also states that he is receiving harassing calls daily regarding his accountRecords indicate that on January 27, Mr [redacted] placed an order for Dell products totaling $Mr [redacted] ’s order was placed on a month installment loan with a payment of $per monthAt the time of purchase a Pre-Authorized Payment Plan was set up for the monthly payment amountPlease note that several Pre-Authorized Payments were returned due to insufficient funds, which resulted in a fee and a past due balanceIn order to bring Mr [redacted] ’s account current an additional payment was set up on nine occasions, for which he did authorizePlease note that overall thirteen of Mr [redacted] ’s payments were returned due to insufficient fundsWe’ve attached a transaction history of his account for referencePlease be advised that the calls Mr [redacted] references were calls made by our Collections team in an effort retrieve the past due balance on his accountMost of these calls went unansweredDFS will continue to try and reach a customer until we speak to them when there is a past due balance on their accountAll fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon Terms and Conditions of the account, therefore we must respectfully decline to provide him with a refundAs of the date of this letter Mr [redacted] ’s account balance is $We hope this letter, along with the attached documentation helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] ***, originally addressed to the Revdex.comIn his complaint Mr [redacted] states he was advised at the time of sale his warranty purchase would be placed on a no interest promotion, however his Dell Preferred Account (“DPA”) is being charged interestRecords indicate the current APR on Mr***’s DPA is 21.49%Mr [redacted] placed orders with Dell for service contracts on April 22, in the amount of $310.94, and on May 6, in the amount of $Please understand special financing promotions are not offered on service contracts unless they are purchased along with a qualifying computer systemMr***’s purchases are therefore accruing interest at his standard interest rateDell does not have any available call recordings or notes that indicate Mr [redacted] was misinformed at the time of purchaseIn regard to Mr***’s statement he called two months ago regarding his concern and has not heard back, we apologize but unfortunately a case was not opened per his request during the May 23, call with customer serviceAll fees assessed to Mr***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred AccountHowever, in an effort to ensure customer satisfaction we have processed a waiver of the $in interest charges that have been assessed to his DPA based on his April and May purchases thus farWe must respectfully decline to place his orders on a special financing promotion thoughAs of the date of this letter, Mr***’s account balance is $Please keep in mind because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
I still need to see the following: List of purchases for items from Dell I still feel they are totally dishonest and ripping people off They stated I was offered a lower APR and I did not respond to their offer, I am not an I
t not to respond to a lower APRThey never offered any such thing to me I would like them to refund some amount back to me as so far I have paid them close to $ 8,most of it was interest charged as they refused to lower my APR on several occasions I still think Revdex.com or someone should look into this business as I am sure they are ripping off lots of people Thank you,
Dear Revdex.com, I am writing on behalf of Dell Incin response to the rebuttal filed with your office by the customerThe customer’s issue with obtaining a credit line is with Dell Financial Services, a separate entity from Dell computerDell Financial will be providing the customer with a letter of noticeMr [redacted] will need to contact Dell Financial for any further information As Dell’s stance in this matter remains unchanged, no further attempt will be made to reach the customer regarding this matter Sincerely, Advanced Resolution Group FID # [redacted] Dell
Please see the attached response[Revdex.com converted the PDF attachment and copied it below; thus, formatting irregularities may occur.]Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint Ms [redacted] expresses concern regarding the outstanding balance of her Dell Preferred Account (“DPA”)Dell Financial Services (“DFS”) records indicate that on October 03, Ms [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 28.74%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 approvedOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Ms [redacted] ’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 [redacted] did not contact us to reject the DPA credit agreementPlease be advised that at the time of the account opening Ms [redacted] placed an equipment order with Dell for computer equipment totaling $Ms [redacted] then made thirteen (13) additional purchases between May and February totaling $Please be advised that Ms [redacted] ’s initial purchase was qualified for a promotional financing feature of no interest if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount was to have been received on or before May 27, DFS received payment on May 01, in the amount of $This payment was not sufficient to pay off the remaining promotional plan balance of $therefore the promotional financing feature expired and billed deferred interest charges were assessed to Ms [redacted] ’s Dell Preferred Account in the amount of $Promotional credit plans as well as any items purchased under a “regular” or interest-bearing plan are listed on the customer’s billing statement each month under the section titled Interest Charge CalculationPlease reference the Dell Preferred Account Terms and Conditions: No Interest Credit Plan - If you pay the full purchase price before the expiration date of the promotion, as indicated on your billing statement, and pay the Minimum Payment Due each Billing Period when due, no Interest Charges will be imposed on the purchaseIf such payments are not made, Interest Charges from the date of shipment will be added to your Account either when you fail to make a payment during the promotion period or at the end of the promotion periodWe may offer promotion periods of different lengths that we will announce from time to timeAdditionally, 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 [redacted] ’s referencePage Please note that the Dell Preferred Account is a revolving account with no set end date (similar to a credit card account), so we cannot advise Ms [redacted] when the account will be paid in fullUnlike a car loan or similar note, this is not an installment account in which the customer pays a set amount each month for a certain termThere is no set date on which the account will "end;" rather, there will be no more payments due when the account balance is $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 that her minimum monthly payment amount was received late on twenty (20) occasions, totaling $in late fee chargesPlease be advised that when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: 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 statementPlease 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, therefore we must respectfully decline to waive her remaining balance and to process a refundPlease note however, that in the interest of customer satisfaction we have waived $in interest charges that have been assessed to her DPAAs of the date of this letter Ms [redacted] ’s DPA balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementPlease note that Ms [redacted] ’s DPA is now closed per her requestRecords indicate that Ms [redacted] contacted DFS customer care on April 27, regarding her balanceShe was advised at that time of the minimum payment warning, and of tips to help decrease her account balance fasterWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint, Mr [redacted] expresses concern regarding a charge to his Dell Preferred Account (“DPA”), which he states he did not authorizeWe regret any frustration that Mr [redacted] feels he has experienced during his transactions and contacts with Dell Financial Services (“DFS”)As a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customersDFS 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 industryRecords indicate that Mr [redacted] spoke with Dell on April 08, and purchased a service contract extension in the amount of $An order for Complete Care insurance was then added on to the service contract extension on April 13, in the amount of $Records indicate that Mr [redacted] called Dell and discussed this order on April 17, 2015, requesting a system replacement however a system replacement was deniedMr [redacted] did not dispute this purchase at that timeMr [redacted] contacted DFS with concerns regarding the April 13, order on May 12, At that time a fraud investigation was openedPlease note that in most cases DFS completes their investigation within days from the initial report however federal statute allows days to complete a fraud investigationMr [redacted] contacted DFS three times between May 22, and July 14, regarding the status of the fraud investigation and was referred to FraudPlease note that Mr [redacted] ’s fraud claim has been assigned to an investigator, and that the investigator spoke with him on July 10, When the investigator and Mr [redacted] spoke he informed the investigator that he placed the orders but that he was under the impression that the amount of the orders was differentPlease note that we have confirmed that Mr [redacted] was charged the correct amounts for the orders purchased through DellFurthermore DFS has not suspected any fraudulent activity on Mr [redacted] ’s DPAIf he still has fraud related concerns he may contact Hope at ###-###-#### extension [redacted] As of the date of this letter Mr [redacted] ’s DPA balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular statementWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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.comIn his complaint Mr [redacted] states Dell has helped him set up autopay on his Dell Preferred Account (“DPA”) however each month he is contacted regarding a late paymentDell Financial Services (“DFS”) records indicate Mr [redacted] ’s DPA was set up for automatic payments until March 15, 2016, at which point he contacted customer service regarding instruction on how to make changes to his online paymentThe agent provided the necessary assistance to Mr [redacted] , however, it appears he cancelled the automatic payment himself that dayMr [redacted] next contacted customer service in regards to his automatic payment on April 29, 2016, at which point the customer service agent assisted him in setting it up once again, and advised it would take effect next monthHe was also advised the total payment due at that time was $91, which included the past due amount not received by his April 17, due dateAs payment was not received by the April 17, payment due date as reflected on his March billing statement, there had been a $late fee assessed to Mr [redacted] ’s DPAIt was waived on May 3, as a courtesy when he contacted Collections and made the $payment to bring his account currentOn May 23, Mr [redacted] contacted customer service regarding the date his automatic payment was to be taken out onMr [redacted] was advised his payment was set up to be withdrawn upon arrival of his statementMr [redacted] then cancelled the payment that was to be withdrawn on May 24, As payment was not received by his June 17, due date a late fee in the amount of $was assessed to his DPAMr [redacted] ’s automatic payments are now set up to be withdrawn on his payment due date, which is the 17th of each monthOn July 17, a payment of $will be withdrawn, which includes a $past due amount for the payment not received by his June 17th due dateRegarding the late fee charges assessed to Mr [redacted] ’s DPA please be advised when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the DPA terms and conditions titled ChargesCharges: 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 statementDFS records indicate all fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the Dell Preferred Account, however as stated above, his April late fee was waived as a courtesyWe must respectfully decline to waive the late fee he incurred in June, As of the date of this letter, Mr [redacted] ’s Dell Preferred Account balance is $Please be advised DFS has not reported any negative information to the credit agencies regarding Mr [redacted] ’s DPAShould he have any questions regarding his credit report, he may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on his credit reportPage With regard to being contacted about late payments, please understand DFS reserves the right to contact a customer if the monthly minimum payment is not made in full by the applicable due dateUpon review of the collection call records, it has been determined all calls made to Mr [redacted] with the intent to collect a debt were made within the guidelines of the applicable regulations around Collections practicesDFS strictly adheres to these guidelines at all times, in not only speaking to customers, but in making attempts to contact them as wellWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [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.comIn his complaint Mr [redacted] states that upon contacting Dell Financial Services (“DFS”) regarding a credit for a returned order his account was placed in fraud status which is preventing him from being able to see account info or make a paymentRecords indicate that on November 24, Mr [redacted] placed four orders with Dell totaling $Two of these orders were promptly returned and full credits in the amounts of $and $were processed on December 1, A third order was returned with a full credit in the amount of $being processed on December 31, The fourth order, in the amount of $was not returnedMr [redacted] made a payment to DFS in the amount of $on December 22, therefore his Dell Preferred Account (“DPA”) balance, as reflected on his January 14, billing statement, is $Please note that there was no December 30, order placedMr [redacted] had contacted DFS on December 18, regarding the credit he had not yet received for the computer he returned and was advised of the appropriate timeframe for a credit to be processedPlease note that we have no record of Mr [redacted] being advised that a credit would be processed in daysCustomers are advised that credits are typically posted within 30-daysMr [redacted] contacted DFS again on December 19th and 22nd regarding the credit not yet receivedThen on December 31, Mr [redacted] contacted DFS stating that there were unauthorized purchases on his accountAt that time his DPA was placed under investigation for fraudThen on January 8, Mr [redacted] stated that he wanted to cancel the fraud claimAt that time he was advised that DFS required a Letter of Responsibility from him in order to cancel the fraud claimMr [redacted] declined to send in the requested letter at that timeHe contacted DFS again on January 14th and 18th asking to cancel the fraud claim and again was told that DFS would need a Letter of Responsibility in order to do so, to which he again declined to send inAs of the date of this letter DFS still has not received the required letter from Mr [redacted] If he would like to cancel the fraud claim we must receive this letter from himHe may fax it to our fraud department at ###-###-####Please note that when an account is placed under investigation for fraud that certain information and features are restricted, this includes the option to make a payment online or through our automated phone systemThe customer still has the option to mail in a payment with the payment slip attached to his monthly billing statementOnce Mr [redacted] provides a Letter of Responsibility to release the fraud claim all account features will be restoredWe hope this letter helps to explain and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because: Regards, [redacted]
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 March 14, In the complaint Ms [redacted] states the following: ? A judgement was placed on her credit regarding her Dell Preferred Account (“DPA”) however her account was included in her Chapter bankruptcy filing? She has reached out to the Collection agency her account was turned over to on multiple occasions, however the issue has not been resolvedDFS records indicate that on November 23, Ms [redacted] applied online and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $3,and a corresponding APR of 19.99%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, prior to account openingOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms of Ms [redacted] ’s credit agreement were mailed to her within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Ms [redacted] did not contact us to reject the DPA credit agreementAt the time of account opening Ms [redacted] placed an order with Dell for computer equipment totaling $Between September and December she made seven additional purchases, totaling $2,One of these purchases, in the amount of $was credited in full on October 20, Ms [redacted] ’s DPA was closed by DFS due to delinquency on September 17, Her account was charged-off when it became days delinquent on January 24, The balance at the time of charge-off was $2,On March 14, DFS was awarded the judgement Ms [redacted] referencesRecords indicate that Ms [redacted] filed bankruptcy Chapter on September 3, 2013, after the judgement was in placeAs the judgement had already been awarded it remained regardless of the bankruptcy filingThe garnishment of wages that was awarded with the judgment was discharged when the bankruptcy was filedOn March 2, DFS received a request from the law office assigned to pursue the judgement stating that Ms [redacted] had contacted their office requesting the release of lien, and at that time DFS authorized itOnce the lien is released through the courts it will no longer reflect on Ms [redacted] ’s credit historyPlease note DFS has no record of any previous requests to release this lienPage We hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services Dell - Internal Use - Confidential
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] ***, originally addressed to the Revdex.comIn her complaint Ms [redacted] states that she never received a Dell Preferred Account (“DPA”) billing statement after making her September purchaseShe also states that she experienced issues in logging into the Dell Financial Services (“DFS”) website to make a payment, and in contacting customer service to receive assistanceDFS records indicate that on February 12, Ms [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 29.99%The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Ms [redacted] at the time her application for credit was approvedOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, Ms***’s Welcome kit, which included the terms and conditions of her 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 [redacted] did not contact us to reject the DPA credit agreementOn August 25, Ms [redacted] placed an order with Dell totaling $Please note that Ms***’s DPA had a $balance prior to this purchase as this was the first purchase applied to her accountThe first billing statement after this purchase was mailed to Ms [redacted] at the address on file, which matches the address provided to the Revdex.com, on September 22, and had a payment due date of October 17, The October billing statement was mailed out as well, on the 22nd before Ms [redacted] created an online profile on the DFS website on November 6, 2015, and enrolled in paperless billingThe email address that was entered at that time was [redacted] .***@gmail.comPlease understand that since that time her billing statements have not been mailed, rather they have been available for viewing online each monthMs [redacted] receives a monthly email notification to the above referenced email that her statement is available to view on the DFS website by logging in to her online profilePlease note that DFS has no record of Ms [redacted] attempting to create an online profile prior to November 6, There is record of a previous DPA for Ms [redacted] however this DPA would not have interfered with the setup of an online profile under her new DPADFS received the first payment to Ms***’s DPA on December 17, in the amount of $126.00, which satisfied the total amount due as reflected on her November billing statementPlease note that each billing statement listed the total amount due, including any past due amountIn regard to the late fees that were assessed to Ms***’s DPA, when customers are one day late DFS will charge a late fee charge to the customers Dell Preferred AccountPlease reference the section of the terms and conditions titled ChargesCharges: 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 statementPage Please understand that all fees assessed to Ms***’s account have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however, in the interest of customer satisfaction we have waived the $November late fee that was assessed to her account upon her contacting customer service on December 18, We have reviewed available call recordings and found no record of Ms [redacted] being advised that we would waive her October late fee, and we must respectfully decline to waive the late fee at this time as wellAdditionally, please note that we have no record of the stated unprofessional behavior by the referenced customer service representativeAs of the date of this letter Ms***’s DPA balance is $Please keep in mind that because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementDFS does not require customer’s to have their account number in order to contact customer service however it does help in locating their accountCustomer service representatives will ask for alternate information from the customer in order to locate their account if they do not have their account numberPlease be advised that DFS does not have record of Ms [redacted] contacting us and being transferred six times, then hung up onThere is however record of a call into Collections in which Ms [redacted] requested a transfer to customer serviceIt appears that this call was disconnected while Ms [redacted] was on hold but we cannot determine which side the call was disconnected fromThere is no negative information is being reported to the credit agencies regarding Ms***’s DPAHowever, if she should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at [redacted] - [redacted] or at the phone number on her credit reportWe hope this letter explains and resolves this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because: I did not authorize transactions as I haven't spoken with an agent timesThe business is lying and was harassing calling upwards of times daily trying to collect $in NSF feesI'd like see the call logs for separate authorizationsUntil they remove all the NSF fees charged to me and give me a proper total I do not accept the response Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:All this person can do is state"policy" not apologize and answer my concern that its Dell mistake that when I made the last purchase they neglected to make the appropriate change of address and subsequently caused me all this aggravation It has been my exp with Dell that recently that have thrown the art of "customer service " in the garbage pail Their tech service is getting worse I dont think it can match the cold response I just received in this letter Dell takes no responsibility in this matter and offered no apology Ultimate this is a business and power of the purchaser will always winI go on record and please inform the composer of that response to me that he or she is going to be soley responsible for me and my friends never spending one red cent on a Dell product ion the future Its repeat business that companies value ain addition to "Brand name" and Dells in certainly tarnishedLook they cant even apologize , just quote policy? Great job Regards, [redacted]
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint, Mr [redacted] states he overpaid his Dell Preferred Account (“DPA”) by $ and has requested a refund however has not yet received his money backPlease be advised Mr [redacted] made a payment in the amount of $2895.00, which posted to his DPA on June 26, Mr [redacted] ’s DPA balance at that time, according to his June billing statement, was $However please understand that his DPA balance still reflected a duplicate credit for an order that was returned in February in the amount of $This order was originally credited in February then was credited again in May On July 12, an adjustment was made to correct the account, which resulted in the correct credit balance of $As of July 20, we have processed a refund in the amount of $Mr [redacted] should expect a refund check in the mail within 7-daysPlease note that Mr [redacted] has contacted customer service in regards to this issue on several occasions, and has been quoted the appropriate time frame for a resolutionLarge payments such as the one Mr [redacted] made are placed on hold for a specified amount of time to allow the payment to clear the customer’s bankThis is the reason that he was quoted the time frame he was for a resolution upon contacting customer serviceDFS needed to wait for the check hold to be removed before processing any refund due to Mr [redacted] DFS records indicate that Mr [redacted] received a response to his email dated June 29, on July 05, We hope this letter explains and helps to resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of the follcomplaint from [redacted] , originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (DFS) electronically through the online Revdex.com portal on July 28, In the complaint Mr [redacted] states the following: ? Although the verification block has been removed he is still unable to use his Dell Preferred Account (DPA) to make a purchasePlease note that we have reviewed Dell and DFS records and do not show that a recent order attempt has been made by Mr [redacted] As previously stated the verification block was removed therefore there is nothing that would prevent him from being able to place an order using his DPAMr [redacted] currently has $available out of his $DPA credit limitMr [redacted] may contact a Dell sales agent at ###-###-#### if he’d like assistance in placing an orderWe hope this letter further explains this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint Ms [redacted] states her Dell Preferred Account (“DPA”) had a zero balance until recently when she received a billing statement reflecting an $warranty charge, along with a $balance adjustmentDell Financial Services (“DFS”) records indicate Ms [redacted] ’s DPA was credited in February in the amount of $for a January purchase that she did not returnThis credit remained on her DPA until a purchase was made in the amount of $in April On May 4, credits were processed as a courtesy to Ms [redacted] in the amounts of $and $The $credit reduced the DPA balance to $0, and the $credit created a credit balance for which Ms [redacted] was mailed refund checks in the amounts of $and $Ms [redacted] was then sent a June billing statement reflecting a zero balanceOn November 29, a debit adjustment in the amount of $posted to Ms [redacted] ’s DPA to adjust for the credit that posted to her DPA in February for an order she did not returnRecords indicate that Ms [redacted] authorized an extended warranty in the amount of $on December 7, 2016, and this amount posted to her DPA as wellMs [redacted] was then sent a December billing statement reflecting a balance of $which was validPlease note that we have since credited the warranty and the $debit adjustmentFurthermore a credit posted to her DPA in the amount of $as DFS found during research that a credit in this amount was due but never processed in February Additionally records reflect a payment was made by Ms [redacted] on December 23, in the amount of $As of the date of this letter Ms [redacted] has a credit balance of $Please note that we have processed a refund check in this amountMs [redacted] should expect her refund in the mail in 7-business daysPlease be advised that on December 29, a representative from our corporate headquarters spoke with Ms [redacted] by phone and explained the credits and debits to her DPA and that everything was adjusted accordinglyMs [redacted] was told that the current credit balance was valid and that she will be receiving a credit balance refund, to which she agreed withPlease note DFS has not reported any negative information to the credit bureaus regarding Ms [redacted] ’s DPAWhile DFS reports to the credit agencies, the credit report is the sole property of the agency generating the reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf Ms [redacted] should have any questions regarding her credit report, she will need to contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit reportWe regret any inconvenience this matter may have caused to Ms [redacted] and we hope this letter explains and resolves itPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Madam or Sir: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comThe complaint was sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on April 24, In the complaint Ms [redacted] states the following: ? After returning an October purchase she placed a new orderThe new purchase was determined to be defective so she returned it as well? She was credited for her return and was mailed a refund check as her return resulted in a credit balanceThen after receiving a $balance statement she received a statement with a $balance, which she paidShe then received a statement with another credit balance, and received a refund check for that as well? Her August billing statement reflected a balance of $and upon calling customer service she was told her account was previously over-credited and has now been adjusted, as part of her purchase was not returned? She states she returned her entire purchase and has since deleted all emails showing evidence of the full returnPlease understand as a global provider of financial services, DFS has locations around the world, and as such, we utilize these resources to support our customersWe strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in Ms [redacted] ’s complete satisfactionDFS records indicate that on October 21, Ms [redacted] applied and was approved for a 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 Ms [redacted] at the time her application for credit was approved, prior to account openingOur records indicate that Ms [redacted] accepted the terms of the credit agreementAdditionally, the terms of Ms [redacted] ’s credit agreement were mailed to her within hours of opening the accountThe terms give the customer days to contact DFS to reject the credit agreementOur records indicate that Ms [redacted] did not contact us to reject the DPA credit agreementMs [redacted] placed orders with Dell totaling $Records indicate that Ms [redacted] returned all but of these orders, a $purchase of a monitor (order# 907692301) and a sound bar (order# [redacted] ) for $Due to human error, the account was credited and debited for the same transaction multiple timesDue to these errors and the fact that the customer contends she returned all of the purchases made through Dell we have now credited the remaining DPA balanceMs [redacted] ’s next billing statement, dated June 7, will reflect a $balanceIn addition we have closed Page Ms [redacted] ’s DPA per her request and processed a refund check in the amount of $65.84, which is the difference between the amount of payments she made to DFS ($166.59) and the total of refund checks already sent to her ($104.24) plus $in interestMs [redacted] can expect to receive the refund check in 7-business daysFurthermore we have submitted an update to the credit reporting agencies to report Ms [redacted] ’s DPA as closed by the consumer with a $balance and no prior delinquent notationsPlease allow 30-days for this update to reflect at the credit bureausCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf Ms [redacted] should have any questions regarding her credit report, she may contact Experian at ###-###-####, Equifax at ###-###-####, TransUnion at ###-###-####, Innovis at ###-###-#### or at the phone number on her credit reportWe apologize for any inconvenience this matter may have caused to Ms [redacted] and we hope this letter explains and resolves itPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Please see the attached responseDear Revdex.com Representative: We are in receipt of the follcomplaint from [redacted] ***We appreciate the customers’ desire to have their concerns addressed to their satisfactionPlease understand that the address listed on Mr***’s credit application and first billing statement was determined to be an invalid address after Dell Financial Services (“DFS”) received returned mailIn an effort to ensure the customer received his billing statements we updated the address on file to an address that verified to himPlease note that this action did not result in pulling Mr***’s credit againDFS has applications that we use to verify consumer addressesWe researched and located an address that we found to be a valid address for himWe apologize if this address was not the current billing address for Mr [redacted] however the fact remains that he did not contact DFS stating he was not receiving his billing statements until October As previously stated, it is the responsibility of the customers to contact DFS if their address changes in order to ensure they are receiving their monthly billing statementsPlease note that the Order and Shipping confirmations, along with the Dell Chat logs, and other Dell documents that Mr*** submitted with his complaint in support of his claim are Dell documents and are not evidence that he contacted DFS to update his billing address per the terms and conditions of the Dell Preferred Account (“DPA”)DFS was never provided the address listed on the documents he providedAgain, Dell does not have the ability to change a billing address within DFS, Mr*** would have needed to contact DFS directly to update his billing addressAgain, we must respectfully decline to waive the interest assessed to Mr***’s account in as all fees have been assessed in accordance with the terms and conditions for which Mr*** agreed toPlease note that any future billing statements will be sent to [redacted] [redacted] as this is the address on fileIn regard to the prior billing statements, we ask that Mr [redacted] reference the copies we provided to the Revdex.com with our initial response to his complaintWe hope this letter provides further explanation and brings resolution to this matterSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because: The information contained is inaccurate I was charged for an extended warranty that I did NOT want in Jan and a customer service agent confirmed that the warranty was canelled and I would NOT be charged When I was able to pay off the account, I found that the warranty had NOT been removed and I had not only been charged $for the warranty itself but an additonal $in interest on an item I did not want and never used!!! Hence, when I paid off the account, I did NOT pay for the warranty or part of the inteterest as I should NOT have been charged any of it There should NOT be continued late fees because the account was paid in full and the continued late fees are a violation of CFPB regulations and federal consumer lawI am not asking for a refund of the $50+ dollars in interest to which Dell was NEVER intitled, just that the account be closed as paid according to plan and that Dell report the account paid according to plan and removed the negative credit Regards, [redacted] ***
Complaint: [redacted] I am rejecting this response because: I have send an E-mail to [redacted] (investigator from dell) on the 26th of Janand I have explain to her that [redacted] County sheriff have taken the case,Because I originally had a report from [redacted] county Sheriff,but since they do not have jurisdiction where the item was send to,so the [redacted] Sheriff had to transfer the case to [redacted] Sheriff.I have done everything Dell have ask me to doIf they have any question they can call Records from [redacted] County Sheriff at ###-###-#### and get the police report.Regards, [redacted] PS.Attach letter sent to [redacted] *.(Dell) to proof I have been doing what Dell want me to do
Please see the attached response and transaction historyDear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn his complaint Mr [redacted] states that his account is being double and triple charged and that he has not consented to such chargesHe also states that he is receiving harassing calls daily regarding his accountRecords indicate that on January 27, Mr [redacted] placed an order for Dell products totaling $Mr [redacted] ’s order was placed on a month installment loan with a payment of $per monthAt the time of purchase a Pre-Authorized Payment Plan was set up for the monthly payment amountPlease note that several Pre-Authorized Payments were returned due to insufficient funds, which resulted in a fee and a past due balanceIn order to bring Mr [redacted] ’s account current an additional payment was set up on nine occasions, for which he did authorizePlease note that overall thirteen of Mr [redacted] ’s payments were returned due to insufficient fundsWe’ve attached a transaction history of his account for referencePlease be advised that the calls Mr [redacted] references were calls made by our Collections team in an effort retrieve the past due balance on his accountMost of these calls went unansweredDFS will continue to try and reach a customer until we speak to them when there is a past due balance on their accountAll fees assessed to Mr [redacted] ’s account have been assessed in accordance with the agreed upon Terms and Conditions of the account, therefore we must respectfully decline to provide him with a refundAs of the date of this letter Mr [redacted] ’s account balance is $We hope this letter, along with the attached documentation helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services