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 the billed deferred interest charges that have been assessed to his Dell Preferred Account (“DPA”)Dell Financial Services (“DFS”) records indicate that on April 20, Mr [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 19.99%The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr [redacted] at the time his application for credit was approvedOur records indicate that Mr [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Mr [redacted] ’s credit agreement were mailed to him within hours of his approval for creditThe terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate that Mr [redacted] did not contact us to reject the DPA credit agreementPlease be advised that at the time the account was opened Mr [redacted] placed an equipment order with Dell for computer equipment totaling $2582.83, which 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 02, Please note that Mr [redacted] placed two (2) additional orders totaling $in July DFS received payment on May 02, 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 Mr [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 Mr [redacted] ’s referencePlease also note the disclosure directly above the Transaction Detail Box: Page “NOTE: Interest accrues at your standard rate of 19.99% (variable) from purchase dateTo avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 19.99% (variable)Payments are applied to your total minimum payment dueRecords indicate that Mr [redacted] created an online DFS profile on May 14, At that time he set up an automatic payment to be withdrawn each month for the minimum payment plus an additional $Please understand that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarTherefore as the DPA balance decreased, so did the minimum payment amount, which in turn decreased the automatic payment that was withdrawn each monthThere was a total of $in payments made to the DPA prior to the May promotion expirationPlease understand that 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 he spoke with a representative from customer care on July 15, and was given a $credit towards the deferred interest charges that were assessed to his DPA on May 07, After further review it appears that Mr [redacted] ’s intent was to pay the promotional balance within the promotional financing period, therefore we have now waived the remaining $in deferred interest charges as wellAs of the date of this letter Mr [redacted] ’s DPA balance is $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
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 made a final payment to Dell Financial Services (“DFS”) however payment was not applied to her Dell Preferred Account (“DPA”) which is causing an impact to her creditPlease be advised that Ms [redacted] made a payment in the amount of $on March 17, which would have paid the remaining balance of her DPA, however this payment was reversed and returned to her personal financial institution on April 13, After researching this payment it was determined that Ms [redacted] ’s bank initiated a stop-pay which resulted in the payment reversalPlease note that Ms [redacted] spoke with members of our customer service team regarding this issue on several occasions, as recently as July 6, Ms [redacted] provided documents from her bank however she did not provide DFS with a Detailed Transaction Report from her bank, which is typically used to locate payments which have not been applied to a customer’s accountHowever in this case we do not have a missing payment, as it was located and returned to her bankMs [redacted] was advised to work with her bank in order to locate the payment as DFS returned the funds after the stop-pay was initiatedIn regard to Ms [redacted] ’s concerns about the impact to her credit report, please understand that if this matter was the result of action or inaction on the part of DFS we would take action to rectify any negative reporting caused by this issueAs this is not the case we are reporting accurately and must respectfully decline to adjust the DPA balance and update Ms [redacted] ’s credit reportingAll fees assessed to Ms [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the 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 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 letters Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint, Ms [redacted] states that a Dell Preferred Account (“DPA”) was fraudulently opened in her nameWe regret any frustration Ms [redacted] feels she has experienced as a result of this issueDell Financial Services (“DFS”) records indicate that a DPA Account was opened using Ms [redacted] ’s personal identifying information on September 30, DFS maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryPlease note that there was no fraud suspected at the time the account was openedAt the time the account was opened there were a total of three (3) purchases made, totaling $Records indicate that Ms [redacted] first contacted DFS in regards to possible fraudulent activity in the form of a dispute through the credit reporting agencies in January At that time a fraud affidavit was mailed to Ms [redacted] DFS required her to return the filled out affidavit in order for our Fraud team to investigate the matter and proceed with her fraud claimDFS did not receive the affidavit however Ms [redacted] submitted disputes through the credit reporting agencies claiming that the account did not belong to her again in February and April In April DFS opened a Fraud claim due to the alleged fraud on the account, however the fraud claim was denied as there was not enough evidence to support the claimAt that time Ms [redacted] was asked to submit a police report if she wished to proceed with the fraud claimDFS received several more credit disputes from Ms [redacted] claiming fraud between September and July Upon receiving the complaint through the Revdex.com we have re-opened Ms [redacted] ’s fraud claimPlease see the attached letter and fraud affidavit that were sent to Ms [redacted] on October 07, 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
Complaint: [redacted] I am rejecting this response because: Starting with Exhibit A (attached PDF) dated March 10, The correct billing and shipping address is listed on the Dell Document of [redacted] **, [redacted] ***I have attached Dell related documents that list PA as the billing and/or the shipping addressIn addition, DFS illegally and inappropriately may have violated potential Federal Privacy Act Laws, takes it upon themselves to go into my credit bureau report, on March 23rd as stated in the 5th Paragraph of the letter; DFS received returned mail therefore updated Mr***’s address to [redacted] on March 23, 2015, which was the current address listed on Mr***’s credit report at that timeCredit Bureau reports often inaccurate and inconsistent information, and instead of checking with authorized and verified USPS information, which was forwarded from [redacted] to the [redacted] address Feb 23rd, 2015...Dell would have had the correct address to mail the bill(s).As evidenced in Exhibit A (Mar 10, '15) and furthermore in Exhibit's A(Mar 11, '15), D (May 18, '15), E (May 22, '15), F (Jun 6, '15), G (Jun 16, '15), H (Jun 18, '15), I (Jul 22, '15) all in writing and in several live chat conversations with live-agents of Dell who verify billing address, have failed to change my correct address ???If it wasn't for my auto bill pay through [redacted] for the same amount of $103/mo, I would not paid the correct amount, or Dell Collections would have found me at my [redacted] address through collections efforts and would have promptly sent a certified mail to my PA address, had I failed to pay on timeTo this date, Dell has continued to fail to properply address a matter of concern that potentially violates U.SPrivacy Laws, FTC violations and/or FCRA Privacy Violations in taking it upon themselves to change an unknown and potentially incorrect address on a credit report days after my initial credit application was approved, and uses a completely different address to mail my bill, when I have never used such an address in [redacted] and was not aware there was even a [redacted] address appearing on my credit report, since no such report was shared with this customer.I respectfully request that all bills be resent to my new and current address [redacted] and all interest accrued and paid in and rightfully refunded due to the systematic disregard and gross negligence on the part of Dell that has caused intentional infliction of financial harm and unlawful gain on the part of Dell Regards, [redacted] ***
Please see the attached response.Dear 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 July 7, In the complaint Mr [redacted] states the following: ? He purchased a refurbished laptop from DFS and was sent a watt power adapter instead of the watt adapter that was listed in the product specifications? He contacted DFS and was advised that he would receive the correct power adapter within a week? He contacted DFS two more times including on July 5, and was not given an estimate regarding when the item would shipFurthermore the agent he spoke with acted in a rude and unprofessional mannerDFS records indicate that due to human error Mr [redacted] was shipped the incorrect power adapter with his recent laptop purchaseMr [redacted] initially contacted DFS on June 26, regarding the incorrect power adapter and a parts order was created to ship him the correct oneUnfortunately due to an inventory issue the order did not ship until July 13, The power adapter is scheduled to be delivered on July 17, We apologize if the service Mr [redacted] received upon his contacts with DFS were less than satisfactoryWhile we realize that only our future service opportunities can restore his confidence in us completely, we want to assure Mr [redacted] that his experience was unusualWe strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in his complete satisfactionWe must respectfully decline Mr***’s request for compensationWe hope this letter helps 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
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 The information is not accurate with them trying to reach me between April 5th - April 10th and leaving several voicemailsAs I have explained to DFS several timesthey were calling my wife's phone number and leaving her voicemails while she was out of town for business.I want to make this clear, that I have copies of phone records with all my attempts and conversations with DFS.In the end, I accept this response letter Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I find it convenient that DFS has no record of phone calls when it isn't in their best interestPerhaps I should have recorded all my phone callsI wonder if they have any record of them calling me every morning at 8:am at work and hanging up on me DFS's statement that they have no record of me creating a profile is meaninglessThat was the whole reason I had been contacting them! Ironically, after I contacted the Revdex.com, I got a call from DFS to create a profileI thought it was a jokeWhy create a profile for a closed account? But I played alongMagically, this time, the profile could be createdIf they had just done that the first time, I wouldn't have these issuesDFS will bend over backwards to continue to mop the mess at the Revdex.com but they don't lift a finger to help their customer Their statement that they contacted me with options to pay by mail is the form email that I mentioned in the original complaintIn their mind, if they keep sending out a form email, they have done their due diligenceIt is irrelevant to them that their user profile site doesn't work DFS seems to think that my complaint is about my credit reportAnd thank you very much for not doing a thing about thatI will be happy to share your "Raving Fans" customer service with my friends and colleagues, and trust me, as a purchasing manager, I have a LOT of colleaguesMy complaint is about their lack of customer serviceWhen a customer calls, don't send them a form emailWhen they call back, DEFINATELY don't send them the same form email! Whoever the guy is at DFS who got my complaint and demanded that some poor girl call me to make sure my dead account had a profile set up, is the guy who should have gotten involved in SeptemberIf you would focus on your customer and not CYA, you wouldn't have any CYA to deal withIt's a pretty simple concept When I get a letter of apology and my credit history restored, I will consider this matter resolved Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I felt I was being scammed about it so I respectfully declined to accept your service Regards, [redacted] ***
Today’s Date: 09/04/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] _ [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Please see the attached response and supporting document Dear 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”) has been debited and credited over the past year and she has not gotten any explanation as to whyDell Financial Services (“DFS”) records indicate on October 20, Ms [redacted] placed an order with Dell in the amount of $Ms [redacted] returned this order to Dell, resulting in a full credit being processed on November 13, On December 30, 2015, after the credit had not yet posted to her DPA, she contacted DFSThe customer service representative at that time initiated the credit once again, however, failed to cancel the first credit already in placeThis resulted in two credits of $posting to Ms [redacted] ’s account, one on January and another on March 4, At the time of the March duplicate credit Ms [redacted] ’s DPA had a balance of $194.02, therefore the duplicate credit resulted in a credit balance of $181.34, to which a refund was processed in this amount on April 3, Research showed a refund check was not cashed by Ms [redacted] therefore on October 17, the credit balance was reapplied to her DPAOn October 24, DFS realized the error in the duplicate credit from March and posted a debit adjustment to the DPAPlease be advised there is no evidence of fraudulent activity on Ms [redacted] ’s DPA, therefore no reason to issue a new DPA numberFurthermore there were no late fees or interest charges assessed to her DPA as a result of the duplicate credit and subsequent balance adjustmentAll fees assessed to Ms [redacted] ’s DPA have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in an effort to ensure customer satisfaction DFS has processed a waiver of $as a courtesy to Ms [redacted] As of the date of this letter her DPA balance is $Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementRecords indicate Ms [redacted] contacted DFS on several occasions between March and December 1, regarding her DPA balance and each time she was provided an explanation of the charges and subsequent account balanceIn addition our records indicate several emails and letters were sent to Ms [redacted] in response to her concern regarding the DPA balancePlease note on November 28, Ms [redacted] was presented with an offer if she paid her account balance in full in three months any interest charges as a result of the balance would be waivedMs [redacted] is not obligated to accept this offer, this was merely a courtesy to help her avoid interest, after three months she would be responsible for interest charged to her DPAPlease 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 are truly sorry for the inconvenience this matter may have caused to Ms [redacted] and we thank her for bringing it to our attentionPlease reference the attached account history listing all activity on Ms [redacted] ’s DPAWe hope this letter and 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 response.Dear 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 his attempts to make a payment by the July 6, Dell Preferred Account (“DPA”) due dateWe regret any frustration Mr [redacted] may have experienced during his attempts to make a recent paymentWe strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in his complete satisfactionDell Financial Services (“DFS”) records indicate that an account was opened in [redacted] [redacted] ’s name on March 11, Please understand that Ms [redacted] ’s online DFS profile was locked on July 3, when the security questions set up on her profile were answered incorrectlyPlease note that once an online DFS profile is locked DFS must speak with the account holder by phone in order to unlock the profileMs [redacted] called DFS on July 6, and her online profile was unlockedPlease note that Mr [redacted] contacted customer care on July 3, stating that he attempted to make a payment through the automated phone system, after the online profile was lockedMr [redacted] was advised that as he was not an account designee at that time that we could not unlock the online profile, or provide account specific informationMr [redacted] asked to speak to a supervisor, but disconnected the call prior to the supervisor coming on the linePlease note that we have reviewed this call and Mr [redacted] was on hold for minutes and seconds prior to disconnecting the callFurthermore, we did not detect any unprofessional behavior by the agent with whom Mr [redacted] spokeDFS received an email from the customer on July 3, regarding the locked online profile, and was advised that the account holder must call in in order to unlock the profileOn July 6, Ms [redacted] called customer service and the online profile was unlockedAt that time she was advised of the pending July 3, payment, and was provided a confirmation numberDuring this call Ms [redacted] added Mr [redacted] to her DPA as an authorized designee as wellAs an authorized designee on the DPA DFS is authorized to speak with Mr [redacted] and discuss account details however he would not be authorized to make any changes to the account, or to unlock a locked online DFS profilePlease note that the $payment posted to Ms [redacted] ’s DPA with an effective date of July 3, Additionally, DFS received an online payment in the amount of $on July 6, As 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 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 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 11, In the complaint Ms [redacted] states the following: ? Agents would get confused when she called to pay on her April promotional purchase and her payments at times wouldn’t be withdrawn for 5-days? She started experiencing technical difficulties with her television and spoke with Dell Tech support on multiple occasions before being referred to the manufacturer? She sent a certified letter to Dell’s corporate office in March stating that she refuses to make any more payments until her television is repaired? She would like Dell to honor the statement on the back of the billing statement saying that if you are dissatisfied with your purchase you may have the right to not pay the remaining amount owed on itDFS records indicate that on February 16, Ms [redacted] applied and was approved for a DPA with a credit limit of $1,and a corresponding Annual Percentage Rate (APR) of 29.99%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 between the time the account was opened and May totaling $3,Records indicate that credits totaling $were processed for of these ordersIn March Ms [redacted] made the referenced purchase in the amount of $426.99, followed by a purchase in April in the amount of $The March purchase qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount needed to be paid in full on or before April 11, DFS received payment in the amount of $on April 11, however it was not enough to satisfy the remaining promotional balance of $254.43, as listed on Ms [redacted] ’s March billing statementAs there was a remaining promotional balance when the promotional financing feature expired deferred interest charges in the amount of $were assessed to her DPAOver the life of the account Ms [redacted] ’s DPA has been assessed a late payment fee on occasions, totaling $in late fee chargesPlease note that Ms [redacted] was provided courtesy late fee credits totaling $during contacts with customer serviceThis includes the recent credits totaling $on April 4, Page When customers are day late DFS will charge a late fee charge to the customer’s 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 statementAll fees assessed to Ms [redacted] ’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred AccountAs of the date of this letter Ms [redacted] ’s DPA balance is $Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementIn regard to Ms [redacted] ’s statement that agents would get confused when she called and payments wouldn’t be withdrawn for 5-days at times, please note that we have no record of payments posting latePayments are posted effective as of the date they are receivedMs [redacted] did call customer service on July 1, and asked that the $payment she just made be allocated so that it was applied mostly to her promotional purchaseThis re-allocation was completed on July 7, During the July 1, call, Ms [redacted] was informed that payments are applied automatically per applicable law and any special allocation would need to be requested each time a payment was madePlease be advised that on March 25, Ms [redacted] contacted Dell and asked to return her television purchase as she was not satisfied, and at that time a credit of $was offered in an effort to save the sale, and was accepted by Ms [redacted] Ms [redacted] did not call again regarding dissatisfaction with her purchase until March 1, At that time she was referred to the manufacturer in order to address her concerns with the product as she did not purchase an extended warranty through DellOn March 16, a letter was sent to Ms [redacted] addressing the referenced certified letter that was received on March 15, Please note that the back of the DPA billing statement states that a customer may have the right to not pay the remaining amount due on the purchase if they are dissatisfied and have attempted to correct the problem with the merchantIn order to exercise this right the customer would need to contact us in writing within days and the purchase must not yet be paid in fullMs [redacted] ’s concerns would not fall within this definitionWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because I did request that my date be changed and when I asked their customer service rep to speak to a supervisor, I was refusedSince they record these discussions, they do have a record of them Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:This is a blantant lie by [redacted] Dell has never contacted meI reached out to her when she sent me a messageHer English was not great and did not do anything to helpShe sent me a email later on that day and told me that [redacted] who took my quote back in November to go ahead and place my order [redacted] advised me there was nothing he can do because no line of credit was established yet [redacted] was going to have someone reach out to me but that has not happen yet Regards, [redacted]
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]
Please see the attached response.Dear 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 October 2, In the complaint Mr [redacted] states the following: ? He paid his DFS account in full however it is not reporting as paid in full to the credit bureausDFS records indicate that Mr***’s Dell Preferred Account (DPA) was opened on June 26, Mr [redacted] paid the remaining balance of $1,as reflected on his August 21, billing statement on September 13, Mr***’s September 21, billing statement then reflected a zero balancePlease be advised that DFS submits updates to the credit bureaus at the end of each monthThere was no contact from Mr [redacted] requesting that we submit a manual update to the bureaus prior to our end of month updateAt the end of September DFS reported to each of the credit bureaus that Mr***’s DPA had been paid in fullWe have confirmed that his DPA is in fact reflected as paid in full and closed by DFS with Experian, Equifax and Trans UnionInnovis still shows a balance, however the credit agencies may take 30-days to reflect the updatePlease note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf Mr [redacted] 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 reportWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further 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 originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on February 6, In the complaint Mr [redacted] states the following: ? He made several purchases from Dell during the holidays using his DPA and his Visa card? He returned several items but did not receive credit back to his DPA or his Visa? He sent proof of the return to DFS as well as a dispute letter? He received a call from a DFS representative who informed him that his returns were processed and the credits to his DPA and Visa would be forthcoming? The representative was to check with him every three days but he has not heard from them? His card now reflects past due with several fees and chargesLast, Mr [redacted] requests the processing of the returns as promised and a refund to his DPA and his VisaOn April 26, 2006, Mr [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1,and a corresponding variable Annual Percentage Rate of 29.99%Between November 26, and November 29, Mr [redacted] placed orders totaling $2,Of this total, $1,was placed on his DPA and $1,was placed on his Visa cardPrior to these purchases Mr [redacted] ’s DPA reflected a zero balanceBelow are the descriptions of the orders that are the subject of Mr [redacted] ’s complaint: - Order Number [redacted] – Inspiron computer - Order Number [redacted] – Inspiron computer - Order Number [redacted] – Bose wireless speakers, Bose network adapter, Bose wireless earphones and Bose TV soundbar- Order Number – Bose wireless headphones and Bose wireless earphones Regarding the credit for returned items, we have contacted the manufacturer, Dell, on Mr [redacted] ’s behalfDell records indicate that on November 30, Mr [redacted] emailed Customer Service requesting to return order [redacted] The return was authorized and return labels were emailed to himA second email was received on December 4, requesting to return order [redacted] Once again, the return was authorized and return labels were emailed to MrPage [redacted] On December 20, 2016, Customer Service received a call from Mr [redacted] requesting to return a third order, order [redacted] The third return was authorized, shipping labels were issued to Mr [redacted] and sent to him by emailRecords indicate that order [redacted] was returned and a credit of $was issued to the DPA on December 25, Records indicate the remaining credit to Mr [redacted] ’s Visa card in the amount of $is currently in processOn January 4, 2017, DFS received a letter from Mr [redacted] dated December 28, requesting the status of the credits for items he returned to DellA response was sent to Mr [redacted] on January 9, informing him that a case was opened for his inquiry and a representative would call him within the next business dayA representative called and spoke with Mr [redacted] on January 11, During this call Mr [redacted] stated he returned all four orders he placed in NovemberThe representative informed him that they would research the returns and call him backA return call was made to Mr [redacted] on January 13, to get additional order tracking informationRecords indicate that order [redacted] was returned and a credit of $was issued to his DPA on January 16, On January 18, 2017, a representative called and spoke with Mr [redacted] and informed that his credit for order [redacted] had been postedDuring the call Mr [redacted] stated that order [redacted] was returned in the same box as order [redacted] and provided tracking informationThe representative informed Mr [redacted] that they would check on this itemRecords indicate that order [redacted] was returned and a credit of $was issued to his DPA on January 20, Records indicate that the remaining credit to Mr [redacted] ’s Visa card in the amount of $is currently in processRecords indicate that order number was returned and a credit of $was issued to Mr [redacted] ’s DPA on February 13, We ask that Mr [redacted] allow 7-business days for the remaining Visa creditsRegarding Mr [redacted] ’s comments that his account is past due and he has been assessed fees and charges, Mr [redacted] ’s DPA has not incurred any fees or charges and is not past dueMr [redacted] ’s current DPA balance is $We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
until Please see the attached response and supporting documents.Dear 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 August 3, In the complaint Ms [redacted] states the following: ? She bought an extended warranty from Dell for $? She paid $per month for months, has paid $so far and still owes $? She will end up paying $if she continues to pay? She spoke with a representative, MsEdwards who informed her that she was paying 28.99% interest and she informed the representative that she was not told the interest was that high? Last, Ms [redacted] requests her account to be marked as paidOn May 8, 2013, Ms [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $2,and an Annual Percentage Rate (APR) of 28.99%The terms of the credit agreement, including the APR, were disclosed to Ms [redacted] at the time she was approvedMs [redacted] was provided a personal passcode to verify her acceptance of the contract termsThe DPA contract states in part: The personal pass code that you provided to us has been inserted as your signature on the DPA Disclosure Statement and will become effective within one (1) business day, as described belowIf you do not call us to cancel the Agreement within one (1) business day after it is deemed to be received by you, you will be deemed to have accepted all its terms and conditionsAll monthly pre-authorized payments will be taken from the bank account that you provide to us in accordance with section of the DPA Terms and ConditionsRecords indicate that Ms [redacted] accepted the terms of the contractOn May 10, 2013, Ms [redacted] placed an order with Dell in the amount of $for a warrantyMs [redacted] placed a second order for accidental damage protection in the amount of $on November 14, Her account balance after her second purchase was $Records indicate that Ms [redacted] has made payments totaling $Please see the attached transaction history that we have included for reference which includes the purchases, interest charges and paymentsThe DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessedCustomers can reduce the account balance faster by making payments larger than the Page minimum amount dueInstructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statementsRegarding Ms [redacted] ’s comments about her conversation with Customer Service, records indicate that Customer Service received a call from Ms [redacted] on August 3, During the call Ms [redacted] states that she was not aware she would be paying such a high rate of interestThe representative informed Ms [redacted] that her monthly billing statements show how much of her monthly payment is going to interest and how much to principalMs [redacted] requested to speak with a supervisor and her call was transferredDuring Ms [redacted] ’s call with the supervisor, Ms [redacted] requested her balance to be waived and the supervisor informed Ms [redacted] that her balance could not be waived and advised her that her balance is valid and the contract was sent to her at the time she applied in The representative offered to credit $as a one-time courtesy, Ms [redacted] declined the credit, stated she would make no more payments and ended the callAll fees and interest charges assessed to Ms [redacted] ’s DPA have been assessed in accordance with the agreed upon terms and conditions of the DPA, therefore we must respectfully decline to reduce the account balance to zeroAs 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 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 responseDear 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 online Dell Financial Services (“DFS”) profile is locked, and upon contacting customer care he was unable to have it unlockedWe regret any inconvenience Mr [redacted] may have experienced as a result of this issuePlease understand that Mr [redacted] ’s online DFS profile was locked on April 25, when he failed to correctly answer the security questions that he set up on his profilePlease note that 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 profileThe customer may do this by speaking to one of our customer service representatives or through our automated phone systemOur verification process, which is outlined in our policies and procedures, is in place to prevent possible fraud claimsIf a customer refuses to verify their account or does not provide the correct information, our agents are instructed not to provide account specific informationA customer would still have the option to make a paymentRecords indicate that Mr [redacted] ’s online DFS profile was unlocked on May 10, when he verified the necessary information through our automated phone systemPlease note that there is only record of one prior contact from Mr [redacted] to DFS customer care regarding this issue, which was on April 26, 2016, and it appears that the customer service agents with whom he spoke conducted themselves professionallyThere is no record of Mr [redacted] ’s online profile being locked last month or any contact from Mr [redacted] to DFS customer care at that timeThe previous instance in which Mr [redacted] ’s online profile was locked was in December 2015, at which point he contacted customer care, verified the security info and had his profile unlockedIn regard to Mr [redacted] ’s statement that he signed up for paperless billing, please note that he has been enrolled in paperless billing since February 5, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profilePlease be advised that Mr [redacted] logged into his online DFS profile on May 10, and made a payment in the amount of $to bring his account currentAs of the date of this letter, Mr [redacted] ’s account balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory although not completely accurate to me 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] expresses concern regarding the billed deferred interest charges that have been assessed to his Dell Preferred Account (“DPA”)Dell Financial Services (“DFS”) records indicate that on April 20, Mr [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $and a corresponding APR of 19.99%The terms of the credit agreement, including the Annual Percentage Rate (APR), were disclosed to Mr [redacted] at the time his application for credit was approvedOur records indicate that Mr [redacted] accepted the terms of the credit agreementAdditionally, the terms and conditions of Mr [redacted] ’s credit agreement were mailed to him within hours of his approval for creditThe terms and conditions give the customer three (3) days to contact us to reject the credit agreementOur records indicate that Mr [redacted] did not contact us to reject the DPA credit agreementPlease be advised that at the time the account was opened Mr [redacted] placed an equipment order with Dell for computer equipment totaling $2582.83, which 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 02, Please note that Mr [redacted] placed two (2) additional orders totaling $in July DFS received payment on May 02, 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 Mr [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 Mr [redacted] ’s referencePlease also note the disclosure directly above the Transaction Detail Box: Page “NOTE: Interest accrues at your standard rate of 19.99% (variable) from purchase dateTo avoid deferred interest, pay promotional balance in full by expiration date found in the interest charge calculation box belowWhen promo expires, interest will be imposed from purchase date at your standard rate of 19.99% (variable)Payments are applied to your total minimum payment dueRecords indicate that Mr [redacted] created an online DFS profile on May 14, At that time he set up an automatic payment to be withdrawn each month for the minimum payment plus an additional $Please understand that per the Terms and Conditions of the Dell Preferred Account the minimum payment is the greater of $or 3% of the New Balance shown on your billing statement, rounded up to the next dollarTherefore as the DPA balance decreased, so did the minimum payment amount, which in turn decreased the automatic payment that was withdrawn each monthThere was a total of $in payments made to the DPA prior to the May promotion expirationPlease understand that 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 he spoke with a representative from customer care on July 15, and was given a $credit towards the deferred interest charges that were assessed to his DPA on May 07, After further review it appears that Mr [redacted] ’s intent was to pay the promotional balance within the promotional financing period, therefore we have now waived the remaining $in deferred interest charges as wellAs of the date of this letter Mr [redacted] ’s DPA balance is $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
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 made a final payment to Dell Financial Services (“DFS”) however payment was not applied to her Dell Preferred Account (“DPA”) which is causing an impact to her creditPlease be advised that Ms [redacted] made a payment in the amount of $on March 17, which would have paid the remaining balance of her DPA, however this payment was reversed and returned to her personal financial institution on April 13, After researching this payment it was determined that Ms [redacted] ’s bank initiated a stop-pay which resulted in the payment reversalPlease note that Ms [redacted] spoke with members of our customer service team regarding this issue on several occasions, as recently as July 6, Ms [redacted] provided documents from her bank however she did not provide DFS with a Detailed Transaction Report from her bank, which is typically used to locate payments which have not been applied to a customer’s accountHowever in this case we do not have a missing payment, as it was located and returned to her bankMs [redacted] was advised to work with her bank in order to locate the payment as DFS returned the funds after the stop-pay was initiatedIn regard to Ms [redacted] ’s concerns about the impact to her credit report, please understand that if this matter was the result of action or inaction on the part of DFS we would take action to rectify any negative reporting caused by this issueAs this is not the case we are reporting accurately and must respectfully decline to adjust the DPA balance and update Ms [redacted] ’s credit reportingAll fees assessed to Ms [redacted] ’s account have been assessed in accordance with the agreed upon terms and conditions of the 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 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 letters Dear Revdex.com Representative: We are in receipt of a complaint from [redacted] , originally addressed to the Revdex.comIn her complaint, Ms [redacted] states that a Dell Preferred Account (“DPA”) was fraudulently opened in her nameWe regret any frustration Ms [redacted] feels she has experienced as a result of this issueDell Financial Services (“DFS”) records indicate that a DPA Account was opened using Ms [redacted] ’s personal identifying information on September 30, DFS maintains policies and procedures to detect and prevent fraud and identity theftThese policies and procedures are in compliance with applicable federal and state laws, and are consistent with the standards of the consumer finance industryPlease note that there was no fraud suspected at the time the account was openedAt the time the account was opened there were a total of three (3) purchases made, totaling $Records indicate that Ms [redacted] first contacted DFS in regards to possible fraudulent activity in the form of a dispute through the credit reporting agencies in January At that time a fraud affidavit was mailed to Ms [redacted] DFS required her to return the filled out affidavit in order for our Fraud team to investigate the matter and proceed with her fraud claimDFS did not receive the affidavit however Ms [redacted] submitted disputes through the credit reporting agencies claiming that the account did not belong to her again in February and April In April DFS opened a Fraud claim due to the alleged fraud on the account, however the fraud claim was denied as there was not enough evidence to support the claimAt that time Ms [redacted] was asked to submit a police report if she wished to proceed with the fraud claimDFS received several more credit disputes from Ms [redacted] claiming fraud between September and July Upon receiving the complaint through the Revdex.com we have re-opened Ms [redacted] ’s fraud claimPlease see the attached letter and fraud affidavit that were sent to Ms [redacted] on October 07, 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
Complaint: [redacted] I am rejecting this response because: Starting with Exhibit A (attached PDF) dated March 10, The correct billing and shipping address is listed on the Dell Document of [redacted] **, [redacted] ***I have attached Dell related documents that list PA as the billing and/or the shipping addressIn addition, DFS illegally and inappropriately may have violated potential Federal Privacy Act Laws, takes it upon themselves to go into my credit bureau report, on March 23rd as stated in the 5th Paragraph of the letter; DFS received returned mail therefore updated Mr***’s address to [redacted] on March 23, 2015, which was the current address listed on Mr***’s credit report at that timeCredit Bureau reports often inaccurate and inconsistent information, and instead of checking with authorized and verified USPS information, which was forwarded from [redacted] to the [redacted] address Feb 23rd, 2015...Dell would have had the correct address to mail the bill(s).As evidenced in Exhibit A (Mar 10, '15) and furthermore in Exhibit's A(Mar 11, '15), D (May 18, '15), E (May 22, '15), F (Jun 6, '15), G (Jun 16, '15), H (Jun 18, '15), I (Jul 22, '15) all in writing and in several live chat conversations with live-agents of Dell who verify billing address, have failed to change my correct address ???If it wasn't for my auto bill pay through [redacted] for the same amount of $103/mo, I would not paid the correct amount, or Dell Collections would have found me at my [redacted] address through collections efforts and would have promptly sent a certified mail to my PA address, had I failed to pay on timeTo this date, Dell has continued to fail to properply address a matter of concern that potentially violates U.SPrivacy Laws, FTC violations and/or FCRA Privacy Violations in taking it upon themselves to change an unknown and potentially incorrect address on a credit report days after my initial credit application was approved, and uses a completely different address to mail my bill, when I have never used such an address in [redacted] and was not aware there was even a [redacted] address appearing on my credit report, since no such report was shared with this customer.I respectfully request that all bills be resent to my new and current address [redacted] and all interest accrued and paid in and rightfully refunded due to the systematic disregard and gross negligence on the part of Dell that has caused intentional infliction of financial harm and unlawful gain on the part of Dell Regards, [redacted] ***
Please see the attached response.Dear 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 July 7, In the complaint Mr [redacted] states the following: ? He purchased a refurbished laptop from DFS and was sent a watt power adapter instead of the watt adapter that was listed in the product specifications? He contacted DFS and was advised that he would receive the correct power adapter within a week? He contacted DFS two more times including on July 5, and was not given an estimate regarding when the item would shipFurthermore the agent he spoke with acted in a rude and unprofessional mannerDFS records indicate that due to human error Mr [redacted] was shipped the incorrect power adapter with his recent laptop purchaseMr [redacted] initially contacted DFS on June 26, regarding the incorrect power adapter and a parts order was created to ship him the correct oneUnfortunately due to an inventory issue the order did not ship until July 13, The power adapter is scheduled to be delivered on July 17, We apologize if the service Mr [redacted] received upon his contacts with DFS were less than satisfactoryWhile we realize that only our future service opportunities can restore his confidence in us completely, we want to assure Mr [redacted] that his experience was unusualWe strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in his complete satisfactionWe must respectfully decline Mr***’s request for compensationWe hope this letter helps 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
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 The information is not accurate with them trying to reach me between April 5th - April 10th and leaving several voicemailsAs I have explained to DFS several timesthey were calling my wife's phone number and leaving her voicemails while she was out of town for business.I want to make this clear, that I have copies of phone records with all my attempts and conversations with DFS.In the end, I accept this response letter Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I find it convenient that DFS has no record of phone calls when it isn't in their best interestPerhaps I should have recorded all my phone callsI wonder if they have any record of them calling me every morning at 8:am at work and hanging up on me DFS's statement that they have no record of me creating a profile is meaninglessThat was the whole reason I had been contacting them! Ironically, after I contacted the Revdex.com, I got a call from DFS to create a profileI thought it was a jokeWhy create a profile for a closed account? But I played alongMagically, this time, the profile could be createdIf they had just done that the first time, I wouldn't have these issuesDFS will bend over backwards to continue to mop the mess at the Revdex.com but they don't lift a finger to help their customer Their statement that they contacted me with options to pay by mail is the form email that I mentioned in the original complaintIn their mind, if they keep sending out a form email, they have done their due diligenceIt is irrelevant to them that their user profile site doesn't work DFS seems to think that my complaint is about my credit reportAnd thank you very much for not doing a thing about thatI will be happy to share your "Raving Fans" customer service with my friends and colleagues, and trust me, as a purchasing manager, I have a LOT of colleaguesMy complaint is about their lack of customer serviceWhen a customer calls, don't send them a form emailWhen they call back, DEFINATELY don't send them the same form email! Whoever the guy is at DFS who got my complaint and demanded that some poor girl call me to make sure my dead account had a profile set up, is the guy who should have gotten involved in SeptemberIf you would focus on your customer and not CYA, you wouldn't have any CYA to deal withIt's a pretty simple concept When I get a letter of apology and my credit history restored, I will consider this matter resolved Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I felt I was being scammed about it so I respectfully declined to accept your service Regards, [redacted] ***
Today’s Date: 09/04/Dear Revdex.com, Thank you for providing a copy of the customer submissionDell representative, [redacted] , has been assigned to this case and has reached out to the customer, [redacted] , to address the contents of their correspondenceWe thank the customer for their time and patience during this processThe customer may also contact the representative at [redacted] _ [redacted] @Dell.com Sincerely, Executive Support TeamIncident ID: [redacted] Dell Inc
Please see the attached response and supporting document Dear 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”) has been debited and credited over the past year and she has not gotten any explanation as to whyDell Financial Services (“DFS”) records indicate on October 20, Ms [redacted] placed an order with Dell in the amount of $Ms [redacted] returned this order to Dell, resulting in a full credit being processed on November 13, On December 30, 2015, after the credit had not yet posted to her DPA, she contacted DFSThe customer service representative at that time initiated the credit once again, however, failed to cancel the first credit already in placeThis resulted in two credits of $posting to Ms [redacted] ’s account, one on January and another on March 4, At the time of the March duplicate credit Ms [redacted] ’s DPA had a balance of $194.02, therefore the duplicate credit resulted in a credit balance of $181.34, to which a refund was processed in this amount on April 3, Research showed a refund check was not cashed by Ms [redacted] therefore on October 17, the credit balance was reapplied to her DPAOn October 24, DFS realized the error in the duplicate credit from March and posted a debit adjustment to the DPAPlease be advised there is no evidence of fraudulent activity on Ms [redacted] ’s DPA, therefore no reason to issue a new DPA numberFurthermore there were no late fees or interest charges assessed to her DPA as a result of the duplicate credit and subsequent balance adjustmentAll fees assessed to Ms [redacted] ’s DPA have been assessed in accordance with the agreed upon Terms and Conditions of the Dell Preferred Account, however in an effort to ensure customer satisfaction DFS has processed a waiver of $as a courtesy to Ms [redacted] As of the date of this letter her DPA balance is $Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementRecords indicate Ms [redacted] contacted DFS on several occasions between March and December 1, regarding her DPA balance and each time she was provided an explanation of the charges and subsequent account balanceIn addition our records indicate several emails and letters were sent to Ms [redacted] in response to her concern regarding the DPA balancePlease note on November 28, Ms [redacted] was presented with an offer if she paid her account balance in full in three months any interest charges as a result of the balance would be waivedMs [redacted] is not obligated to accept this offer, this was merely a courtesy to help her avoid interest, after three months she would be responsible for interest charged to her DPAPlease 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 are truly sorry for the inconvenience this matter may have caused to Ms [redacted] and we thank her for bringing it to our attentionPlease reference the attached account history listing all activity on Ms [redacted] ’s DPAWe hope this letter and 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 response.Dear 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 his attempts to make a payment by the July 6, Dell Preferred Account (“DPA”) due dateWe regret any frustration Mr [redacted] may have experienced during his attempts to make a recent paymentWe strive to provide our customers with friendly and efficient service, and hope that any future service opportunities result in his complete satisfactionDell Financial Services (“DFS”) records indicate that an account was opened in [redacted] [redacted] ’s name on March 11, Please understand that Ms [redacted] ’s online DFS profile was locked on July 3, when the security questions set up on her profile were answered incorrectlyPlease note that once an online DFS profile is locked DFS must speak with the account holder by phone in order to unlock the profileMs [redacted] called DFS on July 6, and her online profile was unlockedPlease note that Mr [redacted] contacted customer care on July 3, stating that he attempted to make a payment through the automated phone system, after the online profile was lockedMr [redacted] was advised that as he was not an account designee at that time that we could not unlock the online profile, or provide account specific informationMr [redacted] asked to speak to a supervisor, but disconnected the call prior to the supervisor coming on the linePlease note that we have reviewed this call and Mr [redacted] was on hold for minutes and seconds prior to disconnecting the callFurthermore, we did not detect any unprofessional behavior by the agent with whom Mr [redacted] spokeDFS received an email from the customer on July 3, regarding the locked online profile, and was advised that the account holder must call in in order to unlock the profileOn July 6, Ms [redacted] called customer service and the online profile was unlockedAt that time she was advised of the pending July 3, payment, and was provided a confirmation numberDuring this call Ms [redacted] added Mr [redacted] to her DPA as an authorized designee as wellAs an authorized designee on the DPA DFS is authorized to speak with Mr [redacted] and discuss account details however he would not be authorized to make any changes to the account, or to unlock a locked online DFS profilePlease note that the $payment posted to Ms [redacted] ’s DPA with an effective date of July 3, Additionally, DFS received an online payment in the amount of $on July 6, As 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 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 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 11, In the complaint Ms [redacted] states the following: ? Agents would get confused when she called to pay on her April promotional purchase and her payments at times wouldn’t be withdrawn for 5-days? She started experiencing technical difficulties with her television and spoke with Dell Tech support on multiple occasions before being referred to the manufacturer? She sent a certified letter to Dell’s corporate office in March stating that she refuses to make any more payments until her television is repaired? She would like Dell to honor the statement on the back of the billing statement saying that if you are dissatisfied with your purchase you may have the right to not pay the remaining amount owed on itDFS records indicate that on February 16, Ms [redacted] applied and was approved for a DPA with a credit limit of $1,and a corresponding Annual Percentage Rate (APR) of 29.99%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 between the time the account was opened and May totaling $3,Records indicate that credits totaling $were processed for of these ordersIn March Ms [redacted] made the referenced purchase in the amount of $426.99, followed by a purchase in April in the amount of $The March purchase qualified for a promotional financing feature of no interest, if paid in full within monthsIn order to avoid interest charges, the Total Dell Order amount needed to be paid in full on or before April 11, DFS received payment in the amount of $on April 11, however it was not enough to satisfy the remaining promotional balance of $254.43, as listed on Ms [redacted] ’s March billing statementAs there was a remaining promotional balance when the promotional financing feature expired deferred interest charges in the amount of $were assessed to her DPAOver the life of the account Ms [redacted] ’s DPA has been assessed a late payment fee on occasions, totaling $in late fee chargesPlease note that Ms [redacted] was provided courtesy late fee credits totaling $during contacts with customer serviceThis includes the recent credits totaling $on April 4, Page When customers are day late DFS will charge a late fee charge to the customer’s 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 statementAll fees assessed to Ms [redacted] ’s account have been assessed in accordance with the agreed upon terms of the Dell Preferred AccountAs of the date of this letter Ms [redacted] ’s DPA balance is $Please keep in mind because interest accrues on her account daily she may have additional interest charges assessed on her next regular statementIn regard to Ms [redacted] ’s statement that agents would get confused when she called and payments wouldn’t be withdrawn for 5-days at times, please note that we have no record of payments posting latePayments are posted effective as of the date they are receivedMs [redacted] did call customer service on July 1, and asked that the $payment she just made be allocated so that it was applied mostly to her promotional purchaseThis re-allocation was completed on July 7, During the July 1, call, Ms [redacted] was informed that payments are applied automatically per applicable law and any special allocation would need to be requested each time a payment was madePlease be advised that on March 25, Ms [redacted] contacted Dell and asked to return her television purchase as she was not satisfied, and at that time a credit of $was offered in an effort to save the sale, and was accepted by Ms [redacted] Ms [redacted] did not call again regarding dissatisfaction with her purchase until March 1, At that time she was referred to the manufacturer in order to address her concerns with the product as she did not purchase an extended warranty through DellOn March 16, a letter was sent to Ms [redacted] addressing the referenced certified letter that was received on March 15, Please note that the back of the DPA billing statement states that a customer may have the right to not pay the remaining amount due on the purchase if they are dissatisfied and have attempted to correct the problem with the merchantIn order to exercise this right the customer would need to contact us in writing within days and the purchase must not yet be paid in fullMs [redacted] ’s concerns would not fall within this definitionWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
Complaint: [redacted] I am rejecting this response because I did request that my date be changed and when I asked their customer service rep to speak to a supervisor, I was refusedSince they record these discussions, they do have a record of them Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:This is a blantant lie by [redacted] Dell has never contacted meI reached out to her when she sent me a messageHer English was not great and did not do anything to helpShe sent me a email later on that day and told me that [redacted] who took my quote back in November to go ahead and place my order [redacted] advised me there was nothing he can do because no line of credit was established yet [redacted] was going to have someone reach out to me but that has not happen yet Regards, [redacted]
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]
Please see the attached response.Dear 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 October 2, In the complaint Mr [redacted] states the following: ? He paid his DFS account in full however it is not reporting as paid in full to the credit bureausDFS records indicate that Mr***’s Dell Preferred Account (DPA) was opened on June 26, Mr [redacted] paid the remaining balance of $1,as reflected on his August 21, billing statement on September 13, Mr***’s September 21, billing statement then reflected a zero balancePlease be advised that DFS submits updates to the credit bureaus at the end of each monthThere was no contact from Mr [redacted] requesting that we submit a manual update to the bureaus prior to our end of month updateAt the end of September DFS reported to each of the credit bureaus that Mr***’s DPA had been paid in fullWe have confirmed that his DPA is in fact reflected as paid in full and closed by DFS with Experian, Equifax and Trans UnionInnovis still shows a balance, however the credit agencies may take 30-days to reflect the updatePlease note, while DFS reports to the credit agencies, the credit report is the sole property of the agency generating the reportCurrently, DFS submits account information to Experian, Equifax, TransUnion and InnovisIf Mr [redacted] 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 reportWe hope this letter helps to explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further 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 originally sent to Dell Financial Services (“DFS”) electronically through the online Revdex.com portal on February 6, In the complaint Mr [redacted] states the following: ? He made several purchases from Dell during the holidays using his DPA and his Visa card? He returned several items but did not receive credit back to his DPA or his Visa? He sent proof of the return to DFS as well as a dispute letter? He received a call from a DFS representative who informed him that his returns were processed and the credits to his DPA and Visa would be forthcoming? The representative was to check with him every three days but he has not heard from them? His card now reflects past due with several fees and chargesLast, Mr [redacted] requests the processing of the returns as promised and a refund to his DPA and his VisaOn April 26, 2006, Mr [redacted] applied and was approved for a Dell Preferred Account with a credit limit of $1,and a corresponding variable Annual Percentage Rate of 29.99%Between November 26, and November 29, Mr [redacted] placed orders totaling $2,Of this total, $1,was placed on his DPA and $1,was placed on his Visa cardPrior to these purchases Mr [redacted] ’s DPA reflected a zero balanceBelow are the descriptions of the orders that are the subject of Mr [redacted] ’s complaint: - Order Number [redacted] – Inspiron computer - Order Number [redacted] – Inspiron computer - Order Number [redacted] – Bose wireless speakers, Bose network adapter, Bose wireless earphones and Bose TV soundbar- Order Number – Bose wireless headphones and Bose wireless earphones Regarding the credit for returned items, we have contacted the manufacturer, Dell, on Mr [redacted] ’s behalfDell records indicate that on November 30, Mr [redacted] emailed Customer Service requesting to return order [redacted] The return was authorized and return labels were emailed to himA second email was received on December 4, requesting to return order [redacted] Once again, the return was authorized and return labels were emailed to MrPage [redacted] On December 20, 2016, Customer Service received a call from Mr [redacted] requesting to return a third order, order [redacted] The third return was authorized, shipping labels were issued to Mr [redacted] and sent to him by emailRecords indicate that order [redacted] was returned and a credit of $was issued to the DPA on December 25, Records indicate the remaining credit to Mr [redacted] ’s Visa card in the amount of $is currently in processOn January 4, 2017, DFS received a letter from Mr [redacted] dated December 28, requesting the status of the credits for items he returned to DellA response was sent to Mr [redacted] on January 9, informing him that a case was opened for his inquiry and a representative would call him within the next business dayA representative called and spoke with Mr [redacted] on January 11, During this call Mr [redacted] stated he returned all four orders he placed in NovemberThe representative informed him that they would research the returns and call him backA return call was made to Mr [redacted] on January 13, to get additional order tracking informationRecords indicate that order [redacted] was returned and a credit of $was issued to his DPA on January 16, On January 18, 2017, a representative called and spoke with Mr [redacted] and informed that his credit for order [redacted] had been postedDuring the call Mr [redacted] stated that order [redacted] was returned in the same box as order [redacted] and provided tracking informationThe representative informed Mr [redacted] that they would check on this itemRecords indicate that order [redacted] was returned and a credit of $was issued to his DPA on January 20, Records indicate that the remaining credit to Mr [redacted] ’s Visa card in the amount of $is currently in processRecords indicate that order number was returned and a credit of $was issued to Mr [redacted] ’s DPA on February 13, We ask that Mr [redacted] allow 7-business days for the remaining Visa creditsRegarding Mr [redacted] ’s comments that his account is past due and he has been assessed fees and charges, Mr [redacted] ’s DPA has not incurred any fees or charges and is not past dueMr [redacted] ’s current DPA balance is $We hope this letter helps explain and resolve this matterPlease do not hesitate to contact us should the Revdex.com or the customer need further clarificationSincerely, [redacted] Executive Services Dell Financial Services
until Please see the attached response and supporting documents.Dear 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 August 3, In the complaint Ms [redacted] states the following: ? She bought an extended warranty from Dell for $? She paid $per month for months, has paid $so far and still owes $? She will end up paying $if she continues to pay? She spoke with a representative, MsEdwards who informed her that she was paying 28.99% interest and she informed the representative that she was not told the interest was that high? Last, Ms [redacted] requests her account to be marked as paidOn May 8, 2013, Ms [redacted] applied and was approved for a Dell Preferred Account (“DPA”) with a credit limit of $2,and an Annual Percentage Rate (APR) of 28.99%The terms of the credit agreement, including the APR, were disclosed to Ms [redacted] at the time she was approvedMs [redacted] was provided a personal passcode to verify her acceptance of the contract termsThe DPA contract states in part: The personal pass code that you provided to us has been inserted as your signature on the DPA Disclosure Statement and will become effective within one (1) business day, as described belowIf you do not call us to cancel the Agreement within one (1) business day after it is deemed to be received by you, you will be deemed to have accepted all its terms and conditionsAll monthly pre-authorized payments will be taken from the bank account that you provide to us in accordance with section of the DPA Terms and ConditionsRecords indicate that Ms [redacted] accepted the terms of the contractOn May 10, 2013, Ms [redacted] placed an order with Dell in the amount of $for a warrantyMs [redacted] placed a second order for accidental damage protection in the amount of $on November 14, Her account balance after her second purchase was $Records indicate that Ms [redacted] has made payments totaling $Please see the attached transaction history that we have included for reference which includes the purchases, interest charges and paymentsThe DPA is an open end account so when the account will be paid in full depends upon factors such as whether and how often excess payments are made and whether additional purchases are made, or fees assessedCustomers can reduce the account balance faster by making payments larger than the Page minimum amount dueInstructions for changing the Pre-Authorized Payment Plan are on the back of the monthly billing statementsRegarding Ms [redacted] ’s comments about her conversation with Customer Service, records indicate that Customer Service received a call from Ms [redacted] on August 3, During the call Ms [redacted] states that she was not aware she would be paying such a high rate of interestThe representative informed Ms [redacted] that her monthly billing statements show how much of her monthly payment is going to interest and how much to principalMs [redacted] requested to speak with a supervisor and her call was transferredDuring Ms [redacted] ’s call with the supervisor, Ms [redacted] requested her balance to be waived and the supervisor informed Ms [redacted] that her balance could not be waived and advised her that her balance is valid and the contract was sent to her at the time she applied in The representative offered to credit $as a one-time courtesy, Ms [redacted] declined the credit, stated she would make no more payments and ended the callAll fees and interest charges assessed to Ms [redacted] ’s DPA have been assessed in accordance with the agreed upon terms and conditions of the DPA, therefore we must respectfully decline to reduce the account balance to zeroAs 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 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 responseDear 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 online Dell Financial Services (“DFS”) profile is locked, and upon contacting customer care he was unable to have it unlockedWe regret any inconvenience Mr [redacted] may have experienced as a result of this issuePlease understand that Mr [redacted] ’s online DFS profile was locked on April 25, when he failed to correctly answer the security questions that he set up on his profilePlease note that 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 profileThe customer may do this by speaking to one of our customer service representatives or through our automated phone systemOur verification process, which is outlined in our policies and procedures, is in place to prevent possible fraud claimsIf a customer refuses to verify their account or does not provide the correct information, our agents are instructed not to provide account specific informationA customer would still have the option to make a paymentRecords indicate that Mr [redacted] ’s online DFS profile was unlocked on May 10, when he verified the necessary information through our automated phone systemPlease note that there is only record of one prior contact from Mr [redacted] to DFS customer care regarding this issue, which was on April 26, 2016, and it appears that the customer service agents with whom he spoke conducted themselves professionallyThere is no record of Mr [redacted] ’s online profile being locked last month or any contact from Mr [redacted] to DFS customer care at that timeThe previous instance in which Mr [redacted] ’s online profile was locked was in December 2015, at which point he contacted customer care, verified the security info and had his profile unlockedIn regard to Mr [redacted] ’s statement that he signed up for paperless billing, please note that he has been enrolled in paperless billing since February 5, Please understand that since that time his billing statements have not been mailed, rather they have been available for viewing online each monthMr [redacted] receives a monthly email notification that his statement is available to view on the DFS website by logging in to his online profilePlease be advised that Mr [redacted] logged into his online DFS profile on May 10, and made a payment in the amount of $to bring his account currentAs of the date of this letter, Mr [redacted] ’s account balance is $Please keep in mind that because interest accrues on his account daily he may have additional interest charges assessed on his next regular 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
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory although not completely accurate to me Regards, [redacted]