Initial Business Response /* (1000, 5, 2015/10/08) */
CONFIDENTIAL COMMUNICATION
October 2,
Revdex.com of Minnesota #***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
The account Mr*** *** is referring to does not reflect that he is the account-holderWhile we do have verbal authorization from the customer to speak with the spouse over the phone, we will be sending a letter directly to the customer regarding this matter in the interest of protecting customer privacy
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
Initial Business Response /* (1000, 6, 2015/07/30) */
CONFIDENTIAL COMMUNICATION
July 29,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Unauthorized account activity is a serious matter, and we take seriously Ms***'s claim that she did not authorize the order from June 23, that consisted of three items
To assist Ms*** in this regard, our procedures required that an affidavit of unordered merchandise be sent, and for her to complete and return the form to usThe affidavit was sent on June 25, when Ms*** telephoned first notifying of the unauthorized orderWe received the completed form on July 13, and opened an investigation
On the same date, a letter was sent notifying the claim was denied, as the results of our investigation showed that the order was shipped and delivered to Ms***'s address on file--and on her inquiry--of ***., Deltona, FL The letter further advised: "If you do not agree with what we found, please file a police reportPlease file a police report for unauthorized merchandise ordered in your namePlease mail a copy of the police report to...Fingerhut, ***, StCloud, MN 56303."
On July 17, Ms*** telephoned and gave the phone agent permission to speak about this matter with her sonHe stated that they received the letter and indicated a police report could not be obtained given Ms***'s health issuesThe phone agent asked if he would be able to assist her with it, but he disagreed, stating a police report should not be necessary in resolving this matterHe then ended the call
Please understand that a police report continues to be required, as per our Credit Risk Department's policy covering this type of situationWithout it, Ms*** remains responsible for payment per the terms and conditions of the Agreement
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These items were never ordered or received by me or anyone in my family I refuse to pay for something that I did not order or received plus I do not appreciate getting *** by them at all hours of the night and day getting yelled at for contacting the Revdex.com.org on them and being told I have no right to report them at all and per their terms and conditions on orders how am I supposed to obeyed by them were I didn't order anything so how can I accept their terms and conditions where I never saw them in the first place
Called the volusia sheriff explained to them what was going on they said that I'm not responsible for the items cause I didn't order or received that fingerhut was responsible where she never received order them they gave me an event number pXXXXXXXXX
Final Business Response /* (4000, 11, 2015/08/10) */
CONFIDENTIAL COMMUNICATION
August 10,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** ***
Please understand that our Payment Department will phone customers with payment reminders when a payment is not received by the due date or if it is below the required minimum dueAs a courtesy, we have placed a hold on Ms***'s account so that reminder calls will cease for days, as of the above date
We realize Ms*** asserts that she has not yet received the account terms and conditions, but does confirm that she authorized opening the account: "I never received my fingerhut card when I opened the account..."
While we can send Ms*** another copy of the terms, it does not deviate from the fact that she agreed and became subject to them upon accepting the credit offer and opening the accountThis is true whether she applied via phone, on the website or by regular mailA copy of the terms are included along with this letter
Please also understand that applying our policies consistently and equally to all customers is among our top prioritiesAs with any other customer with similar circumstances, Ms*** will need to provide a police report for unauthorized merchandise ordered in her name before we can investigate and/or remove the disputed charges
To expedite, she may fax the police report to ***, Attn: Andy or send regular mail to ***., StCloud, MN
Having provided all information available to us, we consider this matter closed
Sincerely,
Vi ***
Executive Care Team
VF/ah
I am rejecting this response because: the only reason why my payment amount changed was because I was charged for a fee for stopping payment on a checkIn addition, when I called and ordered the ladder I specifically told the man that I wanted the special deal and he assured me that I would have said dealFurthermore, Fingerhut as of lately seems to conveniently forget to notify you if your payments have changedI have had this account for many many years without ever having an issueSadly, after this last experience I think that it may be time for me to payoff my account and close it taking my business elsewhere
Initial Business Response /* (1000, 5, 2015/11/04) */
CONFIDENTIAL COMMUNICATION
November 4,
Revdex.com of Minnesota
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: Mr*** ***
Case #:
***
Dear Ms***,
I am writing in response to an inquiry received from your office on behalf of Mr*** *** regarding his WebBank/Fingerhut credit accountEnclosed are a statement of account activity, credit application, the last three monthly statements and Terms and Conditions
Mr*** states that Fingerhut calls him numerous times a day requesting payment on his Fingerhut credit accountHe goes on state that he has emailed payment arrangements to bring the account up to dateMr***'s desired resolution is to have the phone calls stopped immediately and he will pay whatever he is able to send to Fingerhut
According to our records, an application for credit was processed online April 30, An order was placed online, that same day, for a LifeMax(r) Folding TreadmillThe merchandise was shipped by FedEx Ground to the same address as listed on the applicationThe latest order, totaling $129.96, was placed on November 3,
We have received several payments from a checking account ending and a MasterCard credit ending in showing the name of *** *** and *** C*** respectivelyThe last payment was received on October 30, for $
As of November 4, 2015, Mr***'s account is being reported with a balance of $and past due of $To avoid further late fees and collection activity, the minimum payment of $must be received by November 5,
Mr***'s account may also qualify for a payment plan if he is unable to pay the minimum dueHe may contact our Billing Department at 1-866-836-to discuss his payment optionsTheir hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Time
Please note when making a payment arrangement or a promise to pay, two conditions have to be met:
A scheduled date when payment is to be made
A dollar amount that is to be paid
Our records indicate Mr*** sent emails to Fingerhut on October 19, 2015, October 25, and October 30, which do not meet the above listed requirements for a payment arrangement or promise to pay
Also note when a payment is not received or is not the correct minimum amount due as indicated on the monthly billing statement, the minimum payment due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedOur Payment Department will phone our customers with payment reminders when a payment is not received by the due date
Based on the call logs associated with Mr***'s account, all outbound collection calls were attempted between the hours of 8am and 9pm Pacific TimeOur records also indicate Fingerhut never attempted to contact Mr*** more than six times in a day while his account has been in a delinquent status
If Mr*** wishes to cease further communication on the account, a written cease and desist request may be faxed to ***, mailed to***, StCloud, MN, or by calling ***
Please note, if a cease and desist status is placed on his account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desistA monthly statement will continue to be mailed
Mr***'s account would also be closed to future purchases and additional purchases on the account will not be allowedHowever, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Mr***'s account is still subject to the original terms and conditions of the Agreement
As a courtesy to Mr*** collection calls have been suppressed from October 27, to November 9, If payment arrangements are not made or a "cease and desist" has not been placed on the account by that date, collection activity may resume
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
While I am a little satisfied that they company in question sent an email replying they will remove my phone number from receiving such courtesy reminders, my family members will reply they were not so courteous with their reminders
My younger brother *** received a number of calls within several minutes of each other even after he explained to the previous caller, I wasn't available and the message would be relayed
Also, if my year old mother would have had a heart attack or seizure, I would have sought further action against said company
I seriously started to wonder whether I was dealing with a company from a foreign country because they didn't seem to comprehend what my family members had told them
Calling an individual or individuals, constantly harassing them or family members is unacceptable in any business, personally owned or corporate wise
I expected a more formal apology for such harassment towards my family and myself even after I contacted them that I would be doing my best to meet the deadline
After being such a highly, valued customer for all those years, I can't wait to pay my balance off in full and tell them to remove my name from their mailing list and I guarantee I will try and help my other family members doing business with them to do the same, so they, too, won't receive such harassment as we have had the past few weeks, Even if I don't receive such an apology which I really don't expect to, my family members will hopefully be able to enjoy their days without such constant harassment again
CONFIDENTIAL COMMUNICATION January 11, Revdex.com of Minnesota Attn: Ms*** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, We are writing in response to a second inquiry received from your office on behalf of Ms*** *** regarding her WebBank/Fingerhut credit account ending in ***We have included a copy of the previous response dated December 29, Ms*** states that her Fingerhut credit account was paid in full to *** ***l and Fingerhut is reporting incorrectly to the credit bureaus. Ms***’s desired resolution is to have the account marked as paid and a letter stating the account is paid As we stated in our previous response, on August 24, 2012, an application was processed online using Ms***’s personally identifiable informationOn April 19, 2013, an order was placed online for a Barberry Queen 9pc Comforter SetThe merchandise was shipped via FedEx to the same address as on the applicationThe most recent purchase, totaling $83.98, was placed on May 31, We have received multiple payments on this account from a checking account ending in *** shown in the name of *** ***The last payment, totaling $20.00, was received on November 7, The unpaid balance of $charged off on February 8, The account was sold to *** ***l on February 27, Fingerhut no longer collects or owns the account Since the account was sold to *** ***l, the payments made on March 4, 8, 13, 18, 25, and 27, and April 1, were received after the account was sold and have been forwarded to the account owner, *** ***l According to an account review completed on January 4, 2017, Equifax, Experian and Trans Union are accurately reporting the account as “Transfer/Sold” and/or “Purchased by Another Lender” with a balance of zero According to the letter included in Ms***’s rebuttal response it states in part, “*** *** *** *** received your payment on the above-referenced account in the amount of $on 06/29/This account will be considered paid in full upon non-reversal of funds.” Ms*** paid the account owner, *** *** *** ***, not Fingerhut. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our Terms and Conditions that was included in Ms***’s Welcome PacketIt states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well If Ms*** still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/sa Enclosures
I am rejecting this response because:Fingergut needs to remove a ll them late fees from myb account trying make me pay for merchandise that was returned t o them I paid the bill what to been paid correct payment I knew whats t o been paid , cause I did not send in their request total dollars more than amount payment sent in Two llate fees they take off adjut my payment for returned merchandise removed from my account giving real balance whats owed I did not get purple shower curtain I ordered nby mistake sent A white one I returned never gave me refund for I want refund for that shower curtain A applied to my balance
Initial Business Response /* (1000, 5, 2015/08/21) */
CONFIDENTIAL COMMUNICATION
August 19,
Revdex.com of Minnesota #XXXXXXXXXX
Attn: *** ***
*** S*** *** ***
*** ** XXXXX
Re: Mr***
***
Case #: XXXXXXXX
Dear Ms***
We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut FreshStart AccountWe have included a statement of account activity, credit application, Terms and Conditions, and the Truth-In-Lending Agreement
In Mr***'s complaint, he states that he had agreed to make eight $paymentsMr*** further states that he was charged an extra $Mr***'s desired resolution is to receive a refund for the money paid above $or be given a $credit limit
Our records indicate that a Fingerhut FreshStart Installment Loan account was opened online April 5, when an order was placed with the $down payment for a Keurig MINI Plus Personal K-Cup Brewing System, a Royal Sheet Crosscut Shredder, a Year Service Plan, a Nifty K-Cup Roll Out Storage Drawer, and a second Year Service PlanOn April 6, 2014, the merchandise was shipped FedEx Home to the same address in Mr***'s complaint
We have received multiple payments from various MasterCard and Visa debit cardsThe name on the Visa debit card ending in is *** E***The last payment of $was made on July 06,
Please note that when an installment payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedAdditionally, we may charge a late fee and interest charges will accrue on the balance owedOur Payment Department may phone our customers with payment reminders when a payment is not received by the due date
On June 29, 2015, Mr***'s account charged off with a balance of $and sold to *** on July 29,
Since Mr***'s account had charged off, the payments of $and $on June 2, and June 6, 2015, respectively have been forwarded to ***Please have Mr*** forward future payments to ***
If Mr*** has further questions, he may call *** directly at X-XXX-XXX-XXXX
Thank you for allowing us to explain
Sincerely,
Kari ***
***
KD/sjj
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did pay over $and really as long as you paying on something you not allowed to turn it over that a law I not gonna pay a dine to anyone but fingerhut so ya I paid like $on this never missed a payment of $
Final Business Response /* (4000, 12, 2015/09/10) */
***See attached document
RE: Mr*** ***
Case #: ***
Dear Ms***,
We are writing in response to a second inquiry received from your office on behalf of Mr*** ***
regarding a WebBank/Fingerhut FreshStart AccountWe have enclosed a statement of account
activity and monthly statements from February through June
In Mr***'s rebuttal complaint, he states that has already paid between $and $Mr***
goes on to state that, as long as he is paying something on his bill, his account cannot be soldMr
*** states that he will only pay Fingerhut and that he has never missed a payment
Following the last scheduled monthly installment payment date on December 27, 2014, our records
indicate that on the February 1, statement, all outstanding interest and late fees were added to
the minimum payment duePlease reference the Promise to Pay section of the terms and conditions
that were included in Mr***'s Welcome PacketIt states:
"You promise to pay the Principle Amount, which is the purchase price of the goods and services
you purchase from Fingerhut less your down payment to Fingerhut, plus interest on the unpaid
balance of your Loan at an Annual Percentage Rate of 24.9% (monthly periodical rate of
2.075%)
The actual finance charge you pay may exceed the Finance Charge disclosed in the Truth-in-
Lending Disclosure provided to you, if you make your payments later than the scheduled dates
or in less than the scheduled amountsYou may prepay all or any part of the amount due under
this Agreement at any time without penaltyA partial prepayment will not charge or defer your
next scheduled paymentAmounts outstanding following the last scheduled monthly installment
payment date (and any interest on such amounts) will be due in full one month after the last
scheduled monthly installment payment dateWe can apply your payments to outstanding Finance Charges, your unpaid Principal Amount, or any additional charges in our discretion, subject to applicable legal requirements."
Mr***'s payments totaling $that were received on February 2, 2015, February 7, 2015, and February 27, did not satisfy the remaining balance due of $due on the account February 27,
On the March 1, statement, the remaining balance was $
Mr*** had made four payments totaling $on March 2, 2015, two on March 11, 2015, and March 12,
On the April 1, statement, the remaining balance was $
Mr*** had made three payments totaling $on April 5, 2015, April 20, 2015, and April 27,
On the May 1, statement, the remaining balance was $
Mr*** had made six payments totaling $on May 3, 2015, May 5, 2015, and May 7, 2015, May 10, 2015, May 12, 2015, and May 30,
On the June 1, statement, the remaining balance was $
Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedAdditionally, we may charge a late fee and interest charges will accrue on the balance owedOur Payment Department may phone our customers with payment reminders when a payment is not received by the due date
Mr***'s account charged off with an unpaid balance of $on June 29, and sold to *** on July 29,
If Mr*** has further questions, he may call *** directly at ***
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sjj
Enclosures
We are unable to give information to a third party regarding a customer's account without Power of Attorney Paperwork or a death certificateAttached is our response
CONFIDENTIAL COMMUNICATION August 10, Revdex.com of
Minnesota Attn: *** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut FreshStart Installment Loan accountWe have included a copy of the account activity and Terms and Conditions Mr*** states he paid his Fingerhut bill in full and it is not reporting as paid in full on his credit report. Mr*** is requesting a refund or the reporting on his account fixed Our records indicate, on October 8, 2014, an application was processed online using Mr***’ personally identifiable informationMr*** was approved for a Fingerhut FreshStart installment Loan account with a credit limit of $180.00. The account did not graduate to a Fingerhut revolving credit account and Mr*** was extended an offer to retry the FreshStart Installment Loan program On July 10, an order was placed online for a Bella Linea 12-Cup Programmable Coffeemaker, Orville Redenbacher by Presto Air Popper and an Elite Double Coil BurnerThe merchandise was shipped via UPS to the same address as provided on the application We received payments on this account from Visa debit card ending in *** and an American Express debit card ending in *** in the names of *** *** and *** *** respectively. The unpaid balance of $charged off on March 21, and the account was sold to *** *** *** on April 29, Once an account is sold Fingerhut no longer collects on the debt Our research indicates a payment was made online in the amount of $on June 4, after the account had been sold to *** *** ***. The payment was forwarded by Fingerhut to *** *** *** on June 6, Please note Fingerhut does not allow payments to be processed with representative after an account is soldIf a customer chooses to use the United States Postal Service and/or the internet to make a payment to Fingerhut on a sold account, those payments are expedited to the account owner An account review completed on August 4, confirms that Equifax, Experian and Trans Union are accurately reporting the account as Transfer /Sold or Purchased by Another Lender with a balance of zero. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***’ Welcome PacketIt states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well If Mr*** has questions about what *** *** *** may be reporting, he may contact them directly at ###-###-#### Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/sa Enclosures
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Not all of the information is correctI do agree that the tried to contact meI did respond to their contacts but I now see that I failed to provide them with the proper informationI will act properly on this matter immediately
I am rejecting this response because:Never once through all the corresponding did they mention an error was made in omitting the first two digits of my address, and as I explained the police report could not be filed since no crime was committedI spoke to a Deputy ***, who was a female officer, and she did not wish to give her bagde number and said they could reach her when calledThey have continued to give me the run sround, as well as go days without response
Full response attachedCONFIDENTIAL COMMUNICATION: Ms*** states that we have not yet refunded the down-payment she submitted with the order she placedOur records indicate we did not receive those down-payment funds because her bank would not submit them as ACH, so the attempt was reversed
If she can provide documentation that the funds were withdrawn and paid to us, we will continue to investigateShe should fax or mail that documentation to usBecause we did not receive the funds from that original order, we did not ship the second order, and it was canceledWithout a down-payment, it cannot be shippedWe apologize for any inconvenience this causes
I am rejecting this response because: Attached is the letter stating that this account that is on my credit report as fingerhut has been paid in full *** ***l can not correct my credit report because they are not on it Fingerhut is and all monies was paid to Fingerhut. I just want it to be marked as paid and a letter from them also
Initial Business Response /* (1000, 5, 2016/03/10) */
CONFIDENTIAL COMMUNICATION
March 10,
Revdex.com of Minnesota # ***
Attn: ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** contacted Fingerhut on February 29, to place an order using a catalog that was mailed on January 19, As stated in the Blue Pages of the catalog under Prices "Prices and rates are good for days from the mail date of a catalog"
We apologize but we are unable to honor the price of the crockpot that was offered in that catalog at this timeIf Ms*** would like to place an order we advise her to call *** or she may place her order online at www.Fingerhut.com
We apologize for any inconvenience this may have causedThank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI never received a reply from them asking if I would like a return label mailed to me or to contact themIt is possible they went in the spam folder howeverI would have said yes to a return label being mailed to meI certainly hope I didn't cause any problems for anyoneI just felt that I was mailed a seriously damaged product and then I was being ignored and expected to pay full price for itI will go to the Fingerhut website and see how to print a return labelI don't have a printer but a relative an hour away from me does and we visit them a couple of times a monthThank you for your help in this matter
Initial Business Response /* (1000, 7, 2015/08/14) */
CONFIDENTIAL COMMUNICATION
August 13,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
We have certain procedures in place to assist those who claim unauthorized activity on their accountMs***'s account was referred to our Credit Risk Department for further review as a result
Their records confirm that one of their representatives first spoke with and advised Ms*** regarding her claim on June 23, Ms*** stated to the phone agent that her then spouse ordered without her authorization the Simply Calphalon 14-piece Hard Anodized Cookware Set via the Fingerhut websiteAs her spouse did not have an account with us to transfer the balance to, the agent advised Ms*** that her best recourse was to file a police report for identity theft/unauthorized purchase activity or have the spouse fax a signed/dated statement assuming responsibility for the orders and the required payments owed on them
To date, we have no record of receiving either the faxed statement or police reportPlease understand that without a police report we will be unable to perform the necessary investigation and Ms*** will remain responsible for payment
While we sympathize with Ms***'s situation, we are applying the policy the same for her as we would for any customer with similar circumstancesTo expedite, Ms*** may fax a copy of the police report or a written statement from the spouse to ***, Attn: Andy or via regular mail to ***., StCloud, MN Once received, we will further investigate this matter
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 9, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A charge was made on the account that wasn't authorized & my aterney faxed a letterSteve will not take responsibility for the chargeSince the company authorized the charge, and the order said "*** ***" & there is no *** *** on the accountIt was their mistake they need to reverse it whether it's $dollars or $
Final Consumer Response /* (2000, 34, 2015/10/29) */
Final Business Response /* (4000, 33, 2015/10/29) */
CONFIDENTIAL COMMUNICATION
October 29,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** ***
The notarized affidavit Ms*** provided has been deemed acceptable for the purposes required by the Credit Risk departmentThis completes their investigation, and the order in question has been marked as fraud
The related balance has been cleared and removed from Ms***'s account, and it reflects a $balance as a result and as of the date aboveAll interest charges that accrued on the order have been credited back to the account
All payments Ms*** made towards the order are being returned to her in the form of a refund check totaling $It is being sent regular mail to her address on file of ***NE, Keizer, OR 97303; she should allow to days from the date of this letter for it to arrive
To close the account, Ms*** should contact Customer Service at ***She is also assured that a "hold" still remains and will continue to remain on her accountIn the event she should want to again use it, she would need to contact the Credit Risk Department at *** in order to remove the holdTheir hours are Monday through Friday, 8:a.mto 4:p.mCentral Time
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
I am rejecting this response because:
I have read the written response sent by Bluestem Brands, Incand Fingerhut regarding the complaint I submitted to the Revdex.com.I appreciate them following up with the information they providedIn fact, the details they provided you were the first I have seen from them and includes a lot more information than I have been privy to these last few months.I have asked Bluestem to notify me when a letter was to be sent to the credit bureaus, and I had not received notification at all until reading the letter you receivedTheir lack of follwith a consumer who is going through identity theft is troubling.In their letter, it states that I had only sent the first page of my police report, which is incorrectI made sure to send both pages (and took photos of the documents I sent before placing them in the envelope and mailing them)This is upsetting that Bluestem/Fingerhut seem to be placing blame on the customer for their own mishandling of private documents, which contain highly sensitive information involving a victim of identity theftThey lost my police report by failing to scan the second page into their systemWhen I called to inquire why they had not received my police report, the woman at Bluestem simply stated she couldn't find the scanned item in the systemI was the one who notified Bluestem they were only reviewing Page of of my police report, not the other way around as Bluestem's letter states.In addition, I had mailed them a copy of my identity theft report filed with the FTC which clearly states Fingerhut on itBluestem verbally confirmed they did have that completed report on file, but told me they could only initiate an account cancellation with a filed police reportPolice reports affect nothing when dealing with a federal crime, and just force the consumer to do even more work on their part when they are already dealing with the troubles that come with being an identity theft victim.I was not notified they had lost my police report -- I just received a subsequent (and incorrectly dated) letter in the mail asking for me to submit an initial police report and affidavit as if I had not already gone through the laborious process of doing soThese automated letters need to be adjusted or done away with, and customers need to receive better communication when they are working with a company that did not thoroughly vet an applicant before conducting a hard credit pull.That brings me to my biggest concern (which Bluestem failed to address in their letter at all): the hasty nature in which Bluestem/Fingerhut conducted a hard credit pull of my informationI received a copy of the application a week or so agoNot only is there an inadequate amount of information filled out on the application, but there is nothing on the application that shows that I (or better yet, the criminal) gave consent to Bluestem/Fingerhut to conduct a hard credit pull.Bluestem/Fingerhut only discovered they were unable to verify the applicant after they did a hard credit pullThey should have deduced this before attempting a hard credit pull, and they should have received written authorization (which I fail to see on the application copy I received.In addition, Bluestem's letter to you did not address the letter I received from Fingerhut that had an incorrect date (a month's difference) printed upon it, rendering it unusable in my personal fraud investigations with the police department and FTC.These are the main issues I am still concerned with, and I do not believe Bluestem/Fingerhut addressed these issues or even acknowledged themIt is also difficult for someone from the company to respond when they, themselves were not a part of any phone calls I made asking for more information or explaining my situation.Identity theft doesn't just hurt the victim, it also hurts the companies that fall prey to these criminalsThese measures I continue to express concern over are meant to assist consumers who may be in my position in the future and those who may have to deal with issues like this for the rest of their lives, as I will.Overview of my concerns with Bluestem/Fingerhut:The loss of my police report containing sensitive personal information (and now, the blaming of the customer for said loss)The hard credit pull when little to no adequate information was provided on the application, and where no written consent to conduct a hard credit pull was visibleIncorrectly dated letters, showing their lack of attention to detail when handling materials relating to identity theftI do not believe their response was satisfactory, and I would like assurance that my initial complaint in addition to my response to their letter to the Revdex.com are posted onto their Revdex.com account page, and I do believe rejection from the Revdex.com would be an appropriate course of actionTheir current Revdex.com profile shows that they have received positive reviews, neutral reviews and negative reviews with 2,complaints against them.I believe it would be in the Revdex.com's best interest to ban companies that fall this short, particularly Bluestem Brands, Incand its affiliated companiesThese organizations need to be held accountable when they have mishandled customers' information
CONFIDENTIAL COMMUNICATION July 13, Revdex.com of Minnesota
#*** Attn: *** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity and Terms and Conditions Mr*** states that he had a late payment and agreed to pay what he owed including the late feeHe further states Fingerhut reported him late, causing his credit score to go down and that he was not notified that his account was past dueMr*** is requesting that Fingerhut remove the late payment reporting from all three credit bureaus Based on our research, the WebBank/Fingerhut credit account ending in *** was opened online September 14, with Mr***‘s personal identifiable informationAn order was placed over the phone on December 18, for a Marcy 100-lbECO Weight Set and a Marcy Flat/Decline Bench with Dumbell SetThe merchandise was delivered via UPS to the address provided on the credit application According to our records there were no payments received from April 25, through July 7, This resulted in a thirty day late being reported to the credit bureausA payment of $made on July 8, brought the account to a current statusAs a courtesy, we have credited a late fee of $that was applied to Mr***’s balance on July 13, which will be reflected on his next monthly statement Based on our research, Fingerhut sent notifications to Mr*** regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, and June 29, As of July 13, 2016, Mr***’s account is current with a remaining balance of $Mr***’s next statement, which will be generated on July 28, will reflect his updated balance and minimum payment due An account review on July 8, confirms Equifax and Experian, are accurately reporting the account as not more than two payments past due with a day past due for June TransUnion is reporting “Current” for the month of May and has not updated reporting for June which may take up to days. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***‘s Welcome PacketIt states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well If we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/sa Enclosures
Full response attachedCONFIDENTIAL COMMUNICATION: Ms*** believes she is being billed for insurance that she did not sign up for, but we have listened to the recorded phone call where she is read the terms and conditions and agrees to itIt has been canceled but cannot be refunded since she
agreed to itMs*** may call the company at the number we provide if she would like to discuss it with them further
Initial Business Response /* (1000, 5, 2015/10/08) */
CONFIDENTIAL COMMUNICATION
October 2,
Revdex.com of Minnesota #***
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Advantage Credit Account
The account Mr*** *** is referring to does not reflect that he is the account-holderWhile we do have verbal authorization from the customer to speak with the spouse over the phone, we will be sending a letter directly to the customer regarding this matter in the interest of protecting customer privacy
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (2000, 7, 2015/10/19) */
Initial Business Response /* (1000, 6, 2015/07/30) */
CONFIDENTIAL COMMUNICATION
July 29,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing
in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Unauthorized account activity is a serious matter, and we take seriously Ms***'s claim that she did not authorize the order from June 23, that consisted of three items
To assist Ms*** in this regard, our procedures required that an affidavit of unordered merchandise be sent, and for her to complete and return the form to usThe affidavit was sent on June 25, when Ms*** telephoned first notifying of the unauthorized orderWe received the completed form on July 13, and opened an investigation
On the same date, a letter was sent notifying the claim was denied, as the results of our investigation showed that the order was shipped and delivered to Ms***'s address on file--and on her inquiry--of ***., Deltona, FL The letter further advised: "If you do not agree with what we found, please file a police reportPlease file a police report for unauthorized merchandise ordered in your namePlease mail a copy of the police report to...Fingerhut, ***, StCloud, MN 56303."
On July 17, Ms*** telephoned and gave the phone agent permission to speak about this matter with her sonHe stated that they received the letter and indicated a police report could not be obtained given Ms***'s health issuesThe phone agent asked if he would be able to assist her with it, but he disagreed, stating a police report should not be necessary in resolving this matterHe then ended the call
Please understand that a police report continues to be required, as per our Credit Risk Department's policy covering this type of situationWithout it, Ms*** remains responsible for payment per the terms and conditions of the Agreement
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
These items were never ordered or received by me or anyone in my family I refuse to pay for something that I did not order or received plus I do not appreciate getting *** by them at all hours of the night and day getting yelled at for contacting the Revdex.com.org on them and being told I have no right to report them at all and per their terms and conditions on orders how am I supposed to obeyed by them were I didn't order anything so how can I accept their terms and conditions where I never saw them in the first place
Called the volusia sheriff explained to them what was going on they said that I'm not responsible for the items cause I didn't order or received that fingerhut was responsible where she never received order them they gave me an event number pXXXXXXXXX
Final Business Response /* (4000, 11, 2015/08/10) */
CONFIDENTIAL COMMUNICATION
August 10,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** ***
Please understand that our Payment Department will phone customers with payment reminders when a payment is not received by the due date or if it is below the required minimum dueAs a courtesy, we have placed a hold on Ms***'s account so that reminder calls will cease for days, as of the above date
We realize Ms*** asserts that she has not yet received the account terms and conditions, but does confirm that she authorized opening the account: "I never received my fingerhut card when I opened the account..."
While we can send Ms*** another copy of the terms, it does not deviate from the fact that she agreed and became subject to them upon accepting the credit offer and opening the accountThis is true whether she applied via phone, on the website or by regular mailA copy of the terms are included along with this letter
Please also understand that applying our policies consistently and equally to all customers is among our top prioritiesAs with any other customer with similar circumstances, Ms*** will need to provide a police report for unauthorized merchandise ordered in her name before we can investigate and/or remove the disputed charges
To expedite, she may fax the police report to ***, Attn: Andy or send regular mail to ***., StCloud, MN
Having provided all information available to us, we consider this matter closed
Sincerely,
Vi ***
Executive Care Team
VF/ah
I am rejecting this response because: the only reason why my payment amount changed was because I was charged for a fee for stopping payment on a checkIn addition, when I called and ordered the ladder I specifically told the man that I wanted the special deal and he assured me that I would have said dealFurthermore, Fingerhut as of lately seems to conveniently forget to notify you if your payments have changedI have had this account for many many years without ever having an issueSadly, after this last experience I think that it may be time for me to payoff my account and close it taking my business elsewhere
Initial Business Response /* (1000, 5, 2015/11/04) */
CONFIDENTIAL COMMUNICATION
November 4,
Revdex.com of Minnesota
Attn: *** ***
SRiver Ridge Circle
Burnsville, MN
Re: Mr*** ***
Case #:
***
Dear Ms***,
I am writing in response to an inquiry received from your office on behalf of Mr*** *** regarding his WebBank/Fingerhut credit accountEnclosed are a statement of account activity, credit application, the last three monthly statements and Terms and Conditions
Mr*** states that Fingerhut calls him numerous times a day requesting payment on his Fingerhut credit accountHe goes on state that he has emailed payment arrangements to bring the account up to dateMr***'s desired resolution is to have the phone calls stopped immediately and he will pay whatever he is able to send to Fingerhut
According to our records, an application for credit was processed online April 30, An order was placed online, that same day, for a LifeMax(r) Folding TreadmillThe merchandise was shipped by FedEx Ground to the same address as listed on the applicationThe latest order, totaling $129.96, was placed on November 3,
We have received several payments from a checking account ending and a MasterCard credit ending in showing the name of *** *** and *** C*** respectivelyThe last payment was received on October 30, for $
As of November 4, 2015, Mr***'s account is being reported with a balance of $and past due of $To avoid further late fees and collection activity, the minimum payment of $must be received by November 5,
Mr***'s account may also qualify for a payment plan if he is unable to pay the minimum dueHe may contact our Billing Department at 1-866-836-to discuss his payment optionsTheir hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Time
Please note when making a payment arrangement or a promise to pay, two conditions have to be met:
A scheduled date when payment is to be made
A dollar amount that is to be paid
Our records indicate Mr*** sent emails to Fingerhut on October 19, 2015, October 25, and October 30, which do not meet the above listed requirements for a payment arrangement or promise to pay
Also note when a payment is not received or is not the correct minimum amount due as indicated on the monthly billing statement, the minimum payment due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedOur Payment Department will phone our customers with payment reminders when a payment is not received by the due date
Based on the call logs associated with Mr***'s account, all outbound collection calls were attempted between the hours of 8am and 9pm Pacific TimeOur records also indicate Fingerhut never attempted to contact Mr*** more than six times in a day while his account has been in a delinquent status
If Mr*** wishes to cease further communication on the account, a written cease and desist request may be faxed to ***, mailed to***, StCloud, MN, or by calling ***
Please note, if a cease and desist status is placed on his account, no further call attempts will be made or written communication sent, unless notified in writing rescinding the cease and desistA monthly statement will continue to be mailed
Mr***'s account would also be closed to future purchases and additional purchases on the account will not be allowedHowever, Fingerhut orders may be placed online using Visa, MasterCard, or Discover to pay for the order
Any outstanding balance will continue to accrue interest and you may be assessed late fees and Mr***'s account is still subject to the original terms and conditions of the Agreement
As a courtesy to Mr*** collection calls have been suppressed from October 27, to November 9, If payment arrangements are not made or a "cease and desist" has not been placed on the account by that date, collection activity may resume
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (2000, 7, 2015/11/05) */
While I am a little satisfied that they company in question sent an email replying they will remove my phone number from receiving such courtesy reminders, my family members will reply they were not so courteous with their reminders
My younger brother *** received a number of calls within several minutes of each other even after he explained to the previous caller, I wasn't available and the message would be relayed
Also, if my year old mother would have had a heart attack or seizure, I would have sought further action against said company
I seriously started to wonder whether I was dealing with a company from a foreign country because they didn't seem to comprehend what my family members had told them
Calling an individual or individuals, constantly harassing them or family members is unacceptable in any business, personally owned or corporate wise
I expected a more formal apology for such harassment towards my family and myself even after I contacted them that I would be doing my best to meet the deadline
After being such a highly, valued customer for all those years, I can't wait to pay my balance off in full and tell them to remove my name from their mailing list and I guarantee I will try and help my other family members doing business with them to do the same, so they, too, won't receive such harassment as we have had the past few weeks, Even if I don't receive such an apology which I really don't expect to, my family members will hopefully be able to enjoy their days without such constant harassment again
CONFIDENTIAL COMMUNICATION January 11, Revdex.com of Minnesota Attn: Ms*** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, We are writing in response to a second inquiry received from your office on behalf of Ms*** *** regarding her WebBank/Fingerhut credit account ending in ***We have included a copy of the previous response dated December 29, Ms*** states that her Fingerhut credit account was paid in full to *** ***l and Fingerhut is reporting incorrectly to the credit bureaus. Ms***’s desired resolution is to have the account marked as paid and a letter stating the account is paid As we stated in our previous response, on August 24, 2012, an application was processed online using Ms***’s personally identifiable informationOn April 19, 2013, an order was placed online for a Barberry Queen 9pc Comforter SetThe merchandise was shipped via FedEx to the same address as on the applicationThe most recent purchase, totaling $83.98, was placed on May 31, We have received multiple payments on this account from a checking account ending in *** shown in the name of *** ***The last payment, totaling $20.00, was received on November 7, The unpaid balance of $charged off on February 8, The account was sold to *** ***l on February 27, Fingerhut no longer collects or owns the account Since the account was sold to *** ***l, the payments made on March 4, 8, 13, 18, 25, and 27, and April 1, were received after the account was sold and have been forwarded to the account owner, *** ***l According to an account review completed on January 4, 2017, Equifax, Experian and Trans Union are accurately reporting the account as “Transfer/Sold” and/or “Purchased by Another Lender” with a balance of zero According to the letter included in Ms***’s rebuttal response it states in part, “*** *** *** *** received your payment on the above-referenced account in the amount of $on 06/29/This account will be considered paid in full upon non-reversal of funds.” Ms*** paid the account owner, *** *** *** ***, not Fingerhut. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our Terms and Conditions that was included in Ms***’s Welcome PacketIt states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well If Ms*** still has questions about her account regarding what has or has not been reported to the credit bureaus, she may contact us at the address listed above or by calling us toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/sa Enclosures
I am rejecting this response because: The information is fraudulent
I am rejecting this response because:Fingergut needs to remove a ll them late fees from myb account trying make me pay for merchandise that was returned t o them I paid the bill what to been paid correct payment I knew whats t o been paid , cause I did not send in their request total dollars more than amount payment sent in Two llate fees they take off adjut my payment for returned merchandise removed from my account giving real balance whats owed I did not get purple shower curtain I ordered nby mistake sent A white one I returned never gave me refund for I want refund for that shower curtain A applied to my balance
Initial Business Response /* (1000, 5, 2015/08/21) */
CONFIDENTIAL COMMUNICATION
August 19,
Revdex.com of Minnesota #XXXXXXXXXX
Attn: *** ***
*** S*** *** ***
*** ** XXXXX
Re: Mr***
***
Case #: XXXXXXXX
Dear Ms***
We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut FreshStart AccountWe have included a statement of account activity, credit application, Terms and Conditions, and the Truth-In-Lending Agreement
In Mr***'s complaint, he states that he had agreed to make eight $paymentsMr*** further states that he was charged an extra $Mr***'s desired resolution is to receive a refund for the money paid above $or be given a $credit limit
Our records indicate that a Fingerhut FreshStart Installment Loan account was opened online April 5, when an order was placed with the $down payment for a Keurig MINI Plus Personal K-Cup Brewing System, a Royal Sheet Crosscut Shredder, a Year Service Plan, a Nifty K-Cup Roll Out Storage Drawer, and a second Year Service PlanOn April 6, 2014, the merchandise was shipped FedEx Home to the same address in Mr***'s complaint
We have received multiple payments from various MasterCard and Visa debit cardsThe name on the Visa debit card ending in is *** E***The last payment of $was made on July 06,
Please note that when an installment payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedAdditionally, we may charge a late fee and interest charges will accrue on the balance owedOur Payment Department may phone our customers with payment reminders when a payment is not received by the due date
On June 29, 2015, Mr***'s account charged off with a balance of $and sold to *** on July 29,
Since Mr***'s account had charged off, the payments of $and $on June 2, and June 6, 2015, respectively have been forwarded to ***Please have Mr*** forward future payments to ***
If Mr*** has further questions, he may call *** directly at X-XXX-XXX-XXXX
Thank you for allowing us to explain
Sincerely,
Kari ***
***
KD/sjj
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did pay over $and really as long as you paying on something you not allowed to turn it over that a law I not gonna pay a dine to anyone but fingerhut so ya I paid like $on this never missed a payment of $
Final Business Response /* (4000, 12, 2015/09/10) */
***See attached document
RE: Mr*** ***
Case #: ***
Dear Ms***,
We are writing in response to a second inquiry received from your office on behalf of Mr*** ***
regarding a WebBank/Fingerhut FreshStart AccountWe have enclosed a statement of account
activity and monthly statements from February through June
In Mr***'s rebuttal complaint, he states that has already paid between $and $Mr***
goes on to state that, as long as he is paying something on his bill, his account cannot be soldMr
*** states that he will only pay Fingerhut and that he has never missed a payment
Following the last scheduled monthly installment payment date on December 27, 2014, our records
indicate that on the February 1, statement, all outstanding interest and late fees were added to
the minimum payment duePlease reference the Promise to Pay section of the terms and conditions
that were included in Mr***'s Welcome PacketIt states:
"You promise to pay the Principle Amount, which is the purchase price of the goods and services
you purchase from Fingerhut less your down payment to Fingerhut, plus interest on the unpaid
balance of your Loan at an Annual Percentage Rate of 24.9% (monthly periodical rate of
2.075%)
The actual finance charge you pay may exceed the Finance Charge disclosed in the Truth-in-
Lending Disclosure provided to you, if you make your payments later than the scheduled dates
or in less than the scheduled amountsYou may prepay all or any part of the amount due under
this Agreement at any time without penaltyA partial prepayment will not charge or defer your
next scheduled paymentAmounts outstanding following the last scheduled monthly installment
payment date (and any interest on such amounts) will be due in full one month after the last
scheduled monthly installment payment dateWe can apply your payments to outstanding Finance Charges, your unpaid Principal Amount, or any additional charges in our discretion, subject to applicable legal requirements."
Mr***'s payments totaling $that were received on February 2, 2015, February 7, 2015, and February 27, did not satisfy the remaining balance due of $due on the account February 27,
On the March 1, statement, the remaining balance was $
Mr*** had made four payments totaling $on March 2, 2015, two on March 11, 2015, and March 12,
On the April 1, statement, the remaining balance was $
Mr*** had made three payments totaling $on April 5, 2015, April 20, 2015, and April 27,
On the May 1, statement, the remaining balance was $
Mr*** had made six payments totaling $on May 3, 2015, May 5, 2015, and May 7, 2015, May 10, 2015, May 12, 2015, and May 30,
On the June 1, statement, the remaining balance was $
Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is receivedAdditionally, we may charge a late fee and interest charges will accrue on the balance owedOur Payment Department may phone our customers with payment reminders when a payment is not received by the due date
Mr***'s account charged off with an unpaid balance of $on June 29, and sold to *** on July 29,
If Mr*** has further questions, he may call *** directly at ***
Thank you for allowing us to explain
Sincerely,
Kari ***
Executive Care Team
KD/sjj
Enclosures
We are unable to give information to a third party regarding a customer's account without Power of Attorney Paperwork or a death certificateAttached is our response
CONFIDENTIAL COMMUNICATION August 10, Revdex.com of
Minnesota Attn: *** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut FreshStart Installment Loan accountWe have included a copy of the account activity and Terms and Conditions Mr*** states he paid his Fingerhut bill in full and it is not reporting as paid in full on his credit report. Mr*** is requesting a refund or the reporting on his account fixed Our records indicate, on October 8, 2014, an application was processed online using Mr***’ personally identifiable informationMr*** was approved for a Fingerhut FreshStart installment Loan account with a credit limit of $180.00. The account did not graduate to a Fingerhut revolving credit account and Mr*** was extended an offer to retry the FreshStart Installment Loan program On July 10, an order was placed online for a Bella Linea 12-Cup Programmable Coffeemaker, Orville Redenbacher by Presto Air Popper and an Elite Double Coil BurnerThe merchandise was shipped via UPS to the same address as provided on the application We received payments on this account from Visa debit card ending in *** and an American Express debit card ending in *** in the names of *** *** and *** *** respectively. The unpaid balance of $charged off on March 21, and the account was sold to *** *** *** on April 29, Once an account is sold Fingerhut no longer collects on the debt Our research indicates a payment was made online in the amount of $on June 4, after the account had been sold to *** *** ***. The payment was forwarded by Fingerhut to *** *** *** on June 6, Please note Fingerhut does not allow payments to be processed with representative after an account is soldIf a customer chooses to use the United States Postal Service and/or the internet to make a payment to Fingerhut on a sold account, those payments are expedited to the account owner An account review completed on August 4, confirms that Equifax, Experian and Trans Union are accurately reporting the account as Transfer /Sold or Purchased by Another Lender with a balance of zero. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***’ Welcome PacketIt states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well If Mr*** has questions about what *** *** *** may be reporting, he may contact them directly at ###-###-#### Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/sa Enclosures
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.Not all of the information is correctI do agree that the tried to contact meI did respond to their contacts but I now see that I failed to provide them with the proper informationI will act properly on this matter immediately
I am rejecting this response because:Never once through all the corresponding did they mention an error was made in omitting the first two digits of my address, and as I explained the police report could not be filed since no crime was committedI spoke to a Deputy ***, who was a female officer, and she did not wish to give her bagde number and said they could reach her when calledThey have continued to give me the run sround, as well as go days without response
Full response attachedCONFIDENTIAL COMMUNICATION: Ms*** states that we have not yet refunded the down-payment she submitted with the order she placedOur records indicate we did not receive those down-payment funds because her bank would not submit them as ACH, so the attempt was reversed
If she can provide documentation that the funds were withdrawn and paid to us, we will continue to investigateShe should fax or mail that documentation to usBecause we did not receive the funds from that original order, we did not ship the second order, and it was canceledWithout a down-payment, it cannot be shippedWe apologize for any inconvenience this causes
I am rejecting this response because: Attached is the letter stating that this account that is on my credit report as fingerhut has been paid in full *** ***l can not correct my credit report because they are not on it Fingerhut is and all monies was paid to Fingerhut. I just want it to be marked as paid and a letter from them also
Initial Business Response /* (1000, 5, 2016/03/10) */
CONFIDENTIAL COMMUNICATION
March 10,
Revdex.com of Minnesota # ***
Attn: ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms
***,
I am writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
Our records indicate Ms*** contacted Fingerhut on February 29, to place an order using a catalog that was mailed on January 19, As stated in the Blue Pages of the catalog under Prices "Prices and rates are good for days from the mail date of a catalog"
We apologize but we are unable to honor the price of the crockpot that was offered in that catalog at this timeIf Ms*** would like to place an order we advise her to call *** or she may place her order online at www.Fingerhut.com
We apologize for any inconvenience this may have causedThank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/KS
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI never received a reply from them asking if I would like a return label mailed to me or to contact themIt is possible they went in the spam folder howeverI would have said yes to a return label being mailed to meI certainly hope I didn't cause any problems for anyoneI just felt that I was mailed a seriously damaged product and then I was being ignored and expected to pay full price for itI will go to the Fingerhut website and see how to print a return labelI don't have a printer but a relative an hour away from me does and we visit them a couple of times a monthThank you for your help in this matter
Initial Business Response /* (1000, 7, 2015/08/14) */
CONFIDENTIAL COMMUNICATION
August 13,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am
writing in response to the inquiry we received from your office on behalf of Ms*** *** regarding a WebBank/Fingerhut Advantage Credit Account
We have certain procedures in place to assist those who claim unauthorized activity on their accountMs***'s account was referred to our Credit Risk Department for further review as a result
Their records confirm that one of their representatives first spoke with and advised Ms*** regarding her claim on June 23, Ms*** stated to the phone agent that her then spouse ordered without her authorization the Simply Calphalon 14-piece Hard Anodized Cookware Set via the Fingerhut websiteAs her spouse did not have an account with us to transfer the balance to, the agent advised Ms*** that her best recourse was to file a police report for identity theft/unauthorized purchase activity or have the spouse fax a signed/dated statement assuming responsibility for the orders and the required payments owed on them
To date, we have no record of receiving either the faxed statement or police reportPlease understand that without a police report we will be unable to perform the necessary investigation and Ms*** will remain responsible for payment
While we sympathize with Ms***'s situation, we are applying the policy the same for her as we would for any customer with similar circumstancesTo expedite, Ms*** may fax a copy of the police report or a written statement from the spouse to ***, Attn: Andy or via regular mail to ***., StCloud, MN Once received, we will further investigate this matter
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 9, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
A charge was made on the account that wasn't authorized & my aterney faxed a letterSteve will not take responsibility for the chargeSince the company authorized the charge, and the order said "*** ***" & there is no *** *** on the accountIt was their mistake they need to reverse it whether it's $dollars or $
Final Consumer Response /* (2000, 34, 2015/10/29) */
Final Business Response /* (4000, 33, 2015/10/29) */
CONFIDENTIAL COMMUNICATION
October 29,
# ***
Revdex.com of Minnesota
Attn: *** ***
S River Ridge Circle
Burnsville, MN
Re: Case # *** - ***, ***
Dear Ms***,
I am writing in response to the further inquiry we received from your office on behalf of Ms*** ***
The notarized affidavit Ms*** provided has been deemed acceptable for the purposes required by the Credit Risk departmentThis completes their investigation, and the order in question has been marked as fraud
The related balance has been cleared and removed from Ms***'s account, and it reflects a $balance as a result and as of the date aboveAll interest charges that accrued on the order have been credited back to the account
All payments Ms*** made towards the order are being returned to her in the form of a refund check totaling $It is being sent regular mail to her address on file of ***NE, Keizer, OR 97303; she should allow to days from the date of this letter for it to arrive
To close the account, Ms*** should contact Customer Service at ***She is also assured that a "hold" still remains and will continue to remain on her accountIn the event she should want to again use it, she would need to contact the Credit Risk Department at *** in order to remove the holdTheir hours are Monday through Friday, 8:a.mto 4:p.mCentral Time
Thank you for allowing us to explain
Sincerely,
Vi ***
Executive Care Team
VF/ah
I am rejecting this response because:
I have read the written response sent by Bluestem Brands, Incand Fingerhut regarding the complaint I submitted to the Revdex.com.I appreciate them following up with the information they providedIn fact, the details they provided you were the first I have seen from them and includes a lot more information than I have been privy to these last few months.I have asked Bluestem to notify me when a letter was to be sent to the credit bureaus, and I had not received notification at all until reading the letter you receivedTheir lack of follwith a consumer who is going through identity theft is troubling.In their letter, it states that I had only sent the first page of my police report, which is incorrectI made sure to send both pages (and took photos of the documents I sent before placing them in the envelope and mailing them)This is upsetting that Bluestem/Fingerhut seem to be placing blame on the customer for their own mishandling of private documents, which contain highly sensitive information involving a victim of identity theftThey lost my police report by failing to scan the second page into their systemWhen I called to inquire why they had not received my police report, the woman at Bluestem simply stated she couldn't find the scanned item in the systemI was the one who notified Bluestem they were only reviewing Page of of my police report, not the other way around as Bluestem's letter states.In addition, I had mailed them a copy of my identity theft report filed with the FTC which clearly states Fingerhut on itBluestem verbally confirmed they did have that completed report on file, but told me they could only initiate an account cancellation with a filed police reportPolice reports affect nothing when dealing with a federal crime, and just force the consumer to do even more work on their part when they are already dealing with the troubles that come with being an identity theft victim.I was not notified they had lost my police report -- I just received a subsequent (and incorrectly dated) letter in the mail asking for me to submit an initial police report and affidavit as if I had not already gone through the laborious process of doing soThese automated letters need to be adjusted or done away with, and customers need to receive better communication when they are working with a company that did not thoroughly vet an applicant before conducting a hard credit pull.That brings me to my biggest concern (which Bluestem failed to address in their letter at all): the hasty nature in which Bluestem/Fingerhut conducted a hard credit pull of my informationI received a copy of the application a week or so agoNot only is there an inadequate amount of information filled out on the application, but there is nothing on the application that shows that I (or better yet, the criminal) gave consent to Bluestem/Fingerhut to conduct a hard credit pull.Bluestem/Fingerhut only discovered they were unable to verify the applicant after they did a hard credit pullThey should have deduced this before attempting a hard credit pull, and they should have received written authorization (which I fail to see on the application copy I received.In addition, Bluestem's letter to you did not address the letter I received from Fingerhut that had an incorrect date (a month's difference) printed upon it, rendering it unusable in my personal fraud investigations with the police department and FTC.These are the main issues I am still concerned with, and I do not believe Bluestem/Fingerhut addressed these issues or even acknowledged themIt is also difficult for someone from the company to respond when they, themselves were not a part of any phone calls I made asking for more information or explaining my situation.Identity theft doesn't just hurt the victim, it also hurts the companies that fall prey to these criminalsThese measures I continue to express concern over are meant to assist consumers who may be in my position in the future and those who may have to deal with issues like this for the rest of their lives, as I will.Overview of my concerns with Bluestem/Fingerhut:The loss of my police report containing sensitive personal information (and now, the blaming of the customer for said loss)The hard credit pull when little to no adequate information was provided on the application, and where no written consent to conduct a hard credit pull was visibleIncorrectly dated letters, showing their lack of attention to detail when handling materials relating to identity theftI do not believe their response was satisfactory, and I would like assurance that my initial complaint in addition to my response to their letter to the Revdex.com are posted onto their Revdex.com account page, and I do believe rejection from the Revdex.com would be an appropriate course of actionTheir current Revdex.com profile shows that they have received positive reviews, neutral reviews and negative reviews with 2,complaints against them.I believe it would be in the Revdex.com's best interest to ban companies that fall this short, particularly Bluestem Brands, Incand its affiliated companiesThese organizations need to be held accountable when they have mishandled customers' information
CONFIDENTIAL COMMUNICATION July 13, Revdex.com of Minnesota
#*** Attn: *** *** SRiver Ridge Circle Burnsville, MN Re: *** *** Case #: *** Dear Ms***, We are writing in response to an inquiry received from your office on behalf of Mr*** *** regarding a WebBank/Fingerhut Credit AccountEnclosed are a statement of account activity and Terms and Conditions Mr*** states that he had a late payment and agreed to pay what he owed including the late feeHe further states Fingerhut reported him late, causing his credit score to go down and that he was not notified that his account was past dueMr*** is requesting that Fingerhut remove the late payment reporting from all three credit bureaus Based on our research, the WebBank/Fingerhut credit account ending in *** was opened online September 14, with Mr***‘s personal identifiable informationAn order was placed over the phone on December 18, for a Marcy 100-lbECO Weight Set and a Marcy Flat/Decline Bench with Dumbell SetThe merchandise was delivered via UPS to the address provided on the credit application According to our records there were no payments received from April 25, through July 7, This resulted in a thirty day late being reported to the credit bureausA payment of $made on July 8, brought the account to a current statusAs a courtesy, we have credited a late fee of $that was applied to Mr***’s balance on July 13, which will be reflected on his next monthly statement Based on our research, Fingerhut sent notifications to Mr*** regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, and June 29, As of July 13, 2016, Mr***’s account is current with a remaining balance of $Mr***’s next statement, which will be generated on July 28, will reflect his updated balance and minimum payment due An account review on July 8, confirms Equifax and Experian, are accurately reporting the account as not more than two payments past due with a day past due for June TransUnion is reporting “Current” for the month of May and has not updated reporting for June which may take up to days. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reportingPlease reference the Reporting and Monitoring section of our terms and conditions that was included in Mr***‘s Welcome PacketIt states: “If you fail to fulfill the terms of your credit obligation, a negative report reflecting on your credit records can be submitted to one or more credit reporting agencies.” Conversely, accounts that are in good standing will be reported as well If we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm CST Thank you for allowing us to explain Sincerely, Kari *** Executive Care Team KD/sa Enclosures
Full response attachedCONFIDENTIAL COMMUNICATION: Ms*** believes she is being billed for insurance that she did not sign up for, but we have listened to the recorded phone call where she is read the terms and conditions and agrees to itIt has been canceled but cannot be refunded since she
agreed to itMs*** may call the company at the number we provide if she would like to discuss it with them further