...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on August 19, 2014 for the Beats by Dr. Dre Studio Wireless Headphones in Red totaling $483.98. Interest charges are billed monthly when Ms. [redacted]’s statement is printed per the terms and conditions of the account. Additionally, Ms. [redacted] enrolled in SafeLine Plus Account Protection at the time she applied for the account on our website on August 19, 2014. To enroll in SafeLine on our website is a two-step process which required Ms. [redacted] to select that she wanted to enroll her Fingerhut credit account in SafeLine Plus and once enrolled, Ms. [redacted] was required to agree to the terms and conditions of SafeLine Plus. SafeLine Plus is an optional program designed to assist the customer in making their payments should the customer experience a covered event such as unemployment, disability, a major life event, or a change in primary residence impacting the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer’s credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) providing all conditions are met. Ms. [redacted] would have also received the terms and conditions for SafeLine Plus within a few days of enrolling in the program. SafeLine Plus fees have appeared under the fees section of each monthly statement from September 13, 2014 through March 13, 2016. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time. Additionally, on the back of our monthly billing statements, under, “What to do if you think you find a mistake on your statement”, it states the address to write to, and also states: “You must contact us within 60 days after the error appeared on your statement. You must notify us in of any potential errors in writing”. On April 15, 2016 Ms. [redacted]’s account was credited in the amount of $4.28 for the SafeLine Plus fees she was billed in the last 60 days. No further credits will be issued for SafeLine Plus. Our records also indicate Ms. [redacted] was charged late fees on November 9, 2014 and January 9, 2015 in the amount of $26.00 each due to her minimum payment being received after the due date on the account per the terms and conditions she agreed to at the time she opened the account. Ms. [redacted] also received late fees on February 9, 2016 and April 9, 2016 in the amount of $14.99 each. It is important to make the minimum payment on time by the due date each month to avoid late fees. As Ms. [redacted] remained obligated to make at least the minimum payment due, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies. Ms. [redacted] is responsible for the remaining balance on her account of $184.32. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This is NOT Acceptable! Therefore, I will seek Legal actions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Technicians advised customer restoration has been completed. We are unable to verify due to customer not home. Follow up repair to complete wiring. case closed.
On January **, 2017, billing specialist spoke with the customer and apologized for the misinformation provided. She confirmed for him that international calls to India were not included with his service. We offered a World Plan 500 with a monthly rate of $15.00 at half price for the...
duration of the customer's contracted term which the customer accepted. A recurring credit of $7.50 will be applied to the account for 21 months. We adjusted all the international calls on the current bill dated January **, 3017 minus the $7.50 he would have been billed for the World Plan. The credit totaled $116.20. We will follow up for the February **, 2017 bill to ensure no international call charges are incurred. The customer is aware that he will be billed per minute for any international calls over the 500 minutes covered by the plan. We appreciate the customer brining this to our attention.
CONFIDENTIAL COMMUNICATION June 22, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Mr. [redacted] purchased a HP 4GB Windows 8.1 Desktop Computer with a 1 Year Service Plan on May 30, 2014. On January 14, 2016 Mr. [redacted] contacted Fingerhut stating the computer was no longer working properly. At this time he was told he would need to contact NEW (National Extended Warranty) for concerns regarding the computer as we require returns to be made in accordance to our return policy, which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” Due to the length of time that has passed, Mr. [redacted] will need to contact NEW at ###-###-####. This plan began on June 1, 2015. His warranty contract number is FHI3[redacted]2. Each month we did not receive a payment from Mr. [redacted] resulted in a late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $26.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder to Mr. [redacted], his account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest rate is calculated based on the account’s current Annual Percentage Rate of 25.15% and the monthly charges will vary in relation to increases or reductions in the account balance from month to month. According to an account review completed on April 13, 2016, Equifax, Experian and Trans Union are reporting accurately as Current/Pays as Agreed. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It 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. At this time Mr. [redacted]’s balance is $667.08. A minimum payment of $63.99 is due by May 2, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Please be advised we were able to restore the Extreme TV programming for [redacted] along with a $20 discount to be applied for 12 months to cover the cost. [redacted] is satisfied. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted]...
The case was sent to the business office for review.Records indicate that the customer's Winback order does not show completed - status still shows "hold". A specialist sent a referral to the Winback team to work with the former carrier to complete with the desired phone number.Records indicate that...
the Winback order has been completed and the number released to Verizon, yet it was still not ringing through to completion. A referral was made to the Operations team and a ticket opened.On 12/**/17, the business office specialist confirmed that the number is now working. This was also confirmed with the customer's daughter. The specialist also has a follow-up to issue a 1-month credit once the customer's first bill is rendered. We apologize on behalf of Verizon for the inconvenience that this matter has caused.
CSSC rep spoke to [redacted] today, and apologized that he has been having billing issues and that we still have not returned his deposit. She confirmed that the bill he got for 86.35 for ###-###-#### was adjusted in full and that he does not owe anything on it. I issued credit for the router that he...
returned for 52.99. The deposit is going to be put on the final bill so once that generates she will expedite the refund check. [redacted] is satisfied
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a FreshStart Credit Account. Ms. [redacted] states she did not receive the refund check of $30.00 that she requested from Fingerhut when she canceled an order. She would like to have the money refunded to her account. Our records indicate Ms. [redacted] placed an order for an iLive Bluetooth CD Radio Home Stereo with Color-Changing Lights on August 11, 2016. On that same date, the order was cancelled. On August 12, 2016 Ms. [redacted] contacted Fingerhut requesting a refund for the $30.00 down payment she made on the account. On that same date, a refund was processed for Ms. [redacted]. She was informed to allow up to 5 business days for the refund of $30.00 to be returned to her credit card ending in [redacted]. If Ms. [redacted] has not received the refund at this time, she should contact Fingerhut Customer Service at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
We spoke with the customer on March *, 2017 to apologize for nay misinformation provided. We were able to change the services provided to meet an acceptable price point. Our tech support team was not successful in reaching the customer to address any service issue with the TV service. We ask that...
the customer please contact tech support for assistance. We appreciate the customer bringing these concerns to our attention.
The customer has been advised that the lines should be completely installed by Friday, December **. 2015. I have also given the customer the local manager's cell number for any further updates or concerns. I will continue to monitor to ensure we continue to update the customer on the...
progress and completion of this project. The customer has my contact information.
CONFIDENTIAL COMMUNICATION November 14, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states that he and his mother each placed one order from Fingerhut, and that he’s been receiving calls about the account being past due. He also states that the monthly payment has doubled on both his purchase and his mothers. Mr. [redacted] also states that he has not been allowed to talk to someone about his mother’s account, even though he assists her with her bills. In regards to Mr. [redacted]’s account, our records indicate he placed an order on August 23, 2016, for a GPX 32” LED TV. A statement was printed on September 16, 2016 and sent to Mr. [redacted] indicating his minimum payment due was $23.99 and it was due on October 15, 2016. We did not receive a payment until October 31, 2016. The payment was for $23.99, but was received sixteen days after the due date. A second statement was printed on October 19, 2016, indicating the Mr. [redacted]’s minimum amount due was now $47.98 and due by November 15, 2016. This is because we did not receive the October payment by the due date. When the November statement was created, the minimum amount due included both October and November’s amount due. Mr. [redacted]’s account was assessed a late fee on October 15, 2016, in the amount of $23.99, because we didn’t receive his payment on time. Our records indicate his next payment is due November 15, 2016 in the amount of $23.99. Mr. [redacted] may make his payment on our website, www.fingerhut.com, or in our automated system at ###-###-####, which is available 24 hours a day, 7 days a week. If Mr. [redacted] chooses to make a payment with an agent, the number he may call is also ###-###-####, but a fee of $5.00 may be assessed. Mr. [redacted]’s next statement will print on November 19, 2016. In regards to his mother’s account, we are unable to assist Mr. [redacted] with the account unless he can send in proof of Power of Attorney, showing he’s been granted legal rights to manage the account on his mother’s behalf. We apologize if this is inconvenient for them, but take our customer’s privacy seriously. If Mr. [redacted] obtains Power of Attorney, he may fax the documentation to us at ###-###-####, Attention: Account Support, or he may mail it to us at: Customer Service [redacted] St. Cloud, MN 56303. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team
The case was sent to the business office for review.A specialist called [redacted] and reviewed her concerns. She explained that she is getting everything that she is supposed to be getting, HSI enhanced, Freedom Essentials and DTV. She did verify that her Auto pay is set up at this point and that...
we do see a $30.05 regional value credit for the next 12 months should appear on March statement. Went over paper free billing and that bills will be sent to her email address. Customer states she is happy as long as she is getting what she is paying for. Customer thinks it's very frustrating to speak with agents that do not speak English and are overseas. Was happy to speak to someone she could understand and that understands her.
CONFIDENTIAL COMMUNICATION May 13, 2016 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: Mr. [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account ending in [redacted]. Mr. [redacted] states that his WebBank/Fingerhut credit account was not included in his bankruptcy and should not be reporting negatively. Mr. [redacted] is requesting to have the derogatory remarks removed from his credit report. Our records indicate, a WebBank/Fingerhut credit account ending [redacted] was opened when an application for credit was processed online July 13, 2010 in the name [redacted] A. [redacted]. According to public record, Mr. [redacted] filed Chapter 13 bankruptcy on August 24, 2010. Fingerhut was notified by the courts and updated Mr. [redacted]’s account to Closed due to Bankruptcy on November 1, 2010. On March 28, 2013, Mr. [redacted] attempted to order a Scosche iPad 2 Black Leather Textured Folio Case using the first Fingerhut credit account ending in [redacted]. The order was cancelled as the account was previously closed due to Bankruptcy. Our records indicate a second credit application was received on March 28, 2013, with Mr. [redacted]’s name which was approved for a Fingerhut FreshStart Installment Loan account ending in [redacted] upon receipt of a $30.00 down payment. An order was placed online the same day for a Scosche iPad 2 Black Leather Textured Folio Case. On June 9, 2013, Mr. [redacted] graduated into a second WebBank/Fingerhut credit account ending in 7365. An order was placed for a Honeywell True HEPA Quietcare Air Purifier with a 1 year Service Plan. According to public record, Mr. [redacted]’s bankruptcy was discharged on January 21, 2016 and the case was closed on April 1, 2016. Based on an account review on May 11, 2016, Equifax, Experian and Trans Union are reporting Mr. [redacted]’s account ending in [redacted] accurately as Closed Due to Chapter 13 Bankruptcy with a zero balance and past due. In order to ensure all bureaus are reporting the same, an electronic update was sent to the bureaus to update the Date of Account Information to August 24, 2010. (Ref: [redacted]) The bureaus are also accurately reporting the Fingerhut FreshStart Installment Loan account ending in [redacted] and second Fingerhut credit account ending in [redacted] as ‘paid and closed with a zero balance’ and ‘current with a zero balance’, respectively. We cannot revise any additional information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]’s Welcome Packet. It 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. [redacted] still has questions about his account regarding what has or has not been reported to the credit bureaus, he may contact Fingerhut by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj
Initial Business Response /* (1000, 7, 2015/05/19) */
CONFIDENTIAL COMMUNICATION
May 19, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Credit Account.
Our records confirm a purchase was made to Ms. [redacted]'s account on March 5, 2015 for a Men's Personalized Stainless Steel Spinner Band. On March 17, 2015 the required $30 down payment was successfully made with a debit card ending '2728', and the order processed, shipped, and billed as normal.
On March 27, 2015 Ms. [redacted] accessed the live chat service on the Fingerhut website requesting to return the item, stating that it had a scratch on it. The chat agent authorized the return and sent a prepaid shipping label for her to use to return it. We received it as a return, and an account credit for the full merchandise price was issued on April 13, 2015; on April 15, 2015 the shipping/handling was likewise issued, and these credits equaled the total cost of the order.
Our records confirm that before we were able to issue a refund of the $30 down payment, Ms. [redacted] had already contacted her bank/debit card provider to dispute that payment. Our records further show that on April 17, 2015 Ms. [redacted]'s bank debited our account for the amount of the transaction ($30). Although we have 30 days to dispute these transactions, we did not dispute it, and allowed Ms. [redacted]'s bank to reclaim these funds without delay. We apologize for any conflicting information she may have been given regarding this matter.
As we are no longer in possession of these funds, Ms. [redacted] should contact her bank/debit card provider as to their internal processes and timeframes involved in depositing the funds back into her account.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 9, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Money was taken out of my account with my bank but was never refunded to my bank account. Statements shows money was never refunded.
Final Business Response /* (4000, 11, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
We appreciate Ms. [redacted] providing a copy of her Prepaid Visa RushCard account activity statement covering the dates March 1, 2015 to April 30, 2015. It shows the $30 payment to us on March 17, 2015 as a debit, but it does not yet show a $30 credit from the payment reversal (chargeback) that was done on April 17, 2015.
As a courtesy, we found information that may be helpful in this regard on the RushCard website at: https://www.rushcard.com/faq/Making-or-Disputing-Purchases#purchase. The final question under the "Making or Disputing Purchases FAQs" section is, "How can I check the status of a dispute I filed?" The answer they provide states:
"Please allow a minimum of 60 days for the issue to be resolved. If you do not see a credit on your card account after that period of time, contact us at 866-RUSHCARD ([redacted]) 24 hours a day, 7 days a week, and a Member Services Representative will assist you."
Our records show that 60 days have not yet passed since Ms. [redacted]'s card provider initiated the chargeback on April 17, 2015. She should allow more time for the credit to appear per the above information.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Upon receipt of this complaint we made multiple attempts to contact customer. The voicemail has been full since day of receipt on 1-**-16. If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####.
We spoke with [redacted] and explained to him that we don't have any additional recommendations to approve his internet service. At this time given his distance from the CO the speed is very good he is receiving.
CONFIDENTIAL COMMUNICATION April 25, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Ms. [redacted] placed an order on our website on August 19, 2014 for the Beats by Dr. Dre Studio Wireless Headphones in Red totaling $483.98. Interest charges are billed monthly when Ms. [redacted]’s statement is printed per the terms and conditions of the account. Additionally, Ms. [redacted] enrolled in SafeLine Plus Account Protection at the time she applied for the account on our website on August 19, 2014. To enroll in SafeLine on our website is a two-step process which required Ms. [redacted] to select that she wanted to enroll her Fingerhut credit account in SafeLine Plus and once enrolled, Ms. [redacted] was required to agree to the terms and conditions of SafeLine Plus. SafeLine Plus is an optional program designed to assist the customer in making their payments should the customer experience a covered event such as unemployment, disability, a major life event, or a change in primary residence impacting the account holder. When a benefit application is received and approved, the plan will cover the current minimum payment due on a customer’s credit account during a covered event for 1 to 12 months, depending on the benefit. For some benefit events, like death or foreclosure, SafeLine Plus will waive the entire balance as of the date of the event (up to the assigned credit limit) providing all conditions are met. Ms. [redacted] would have also received the terms and conditions for SafeLine Plus within a few days of enrolling in the program. SafeLine Plus fees have appeared under the fees section of each monthly statement from September 13, 2014 through March 13, 2016. It is the responsibility of our customers to review their billing statements each month regarding the charges and credits. If our customers feel that there is an error in billing, we can review the error with our customer at that time. Additionally, on the back of our monthly billing statements, under, “What to do if you think you find a mistake on your statement”, it states the address to write to, and also states: “You must contact us within 60 days after the error appeared on your statement. You must notify us in of any potential errors in writing”. On April 15, 2016 Ms. [redacted]’s account was credited in the amount of $4.28 for the SafeLine Plus fees she was billed in the last 60 days. No further credits will be issued for SafeLine Plus. Our records also indicate Ms. [redacted] was charged late fees on November 9, 2014 and January 9, 2015 in the amount of $26.00 each due to her minimum payment being received after the due date on the account per the terms and conditions she agreed to at the time she opened the account. Ms. [redacted] also received late fees on February 9, 2016 and April 9, 2016 in the amount of $14.99 each. It is important to make the minimum payment on time by the due date each month to avoid late fees. As Ms. [redacted] remained obligated to make at least the minimum payment due, we cannot remove the past due payment history that has been reported to the credit agencies. It is a violation of the Fair Credit Reporting Act to knowingly report inaccurate information to these agencies. Ms. [redacted] is responsible for the remaining balance on her account of $184.32. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
This is NOT Acceptable! Therefore, I will seek Legal actions.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
Technicians advised customer restoration has been completed. We are unable to verify due to customer not home. Follow up repair to complete wiring. case closed.
I am rejecting this response because: this is scaming people
On January **, 2017, billing specialist spoke with the customer and apologized for the misinformation provided. She confirmed for him that international calls to India were not included with his service. We offered a World Plan 500 with a monthly rate of $15.00 at half price for the...
duration of the customer's contracted term which the customer accepted. A recurring credit of $7.50 will be applied to the account for 21 months. We adjusted all the international calls on the current bill dated January **, 3017 minus the $7.50 he would have been billed for the World Plan. The credit totaled $116.20. We will follow up for the February **, 2017 bill to ensure no international call charges are incurred. The customer is aware that he will be billed per minute for any international calls over the 500 minutes covered by the plan. We appreciate the customer brining this to our attention.
CONFIDENTIAL COMMUNICATION June 22, 2017 ...⇄ Better...
Business Bureau of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter(s) of response as it exceeds the 2,000 max character count.
CONFIDENTIAL COMMUNICATION April 13,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Our records indicate Mr. [redacted] purchased a HP 4GB Windows 8.1 Desktop Computer with a 1 Year Service Plan on May 30, 2014. On January 14, 2016 Mr. [redacted] contacted Fingerhut stating the computer was no longer working properly. At this time he was told he would need to contact NEW (National Extended Warranty) for concerns regarding the computer as we require returns to be made in accordance to our return policy, which states: “We will grant exchange or issue a credit for full cash price within 30 days of receipt. After 90 days, we will no longer grant an exchange or issue a refund. Shipping and handling charges are non refundable. Computers, camcorders, video games, and generators: Fingerhut offers returns and exchanges through the 30-day home trial period for the full cash price. After that time we can no longer grant exchanges or accept returns. Other product concerns must be handled under the manufacturers’ warranty. Software and music CD’s: May be returned for credit or refund only if in the original unopened packaging with the factory seal intact. Exchanges are permitted for the identical product only.” Due to the length of time that has passed, Mr. [redacted] will need to contact NEW at ###-###-####. This plan began on June 1, 2015. His warranty contract number is FHI3[redacted]2. Each month we did not receive a payment from Mr. [redacted] resulted in a late fee. When Mr. [redacted] opened his Fingerhut Credit Account he agreed to the terms and conditions. Within these terms and conditions it states, “Late fees will be equal to your minimum payment due with a maximum amount of $26.00. The maximum amount will increase to $37.00 if you did not make your minimum payment on time in any one of the 6 prior billing cycles.” As a reminder to Mr. [redacted], his account with WebBank/Fingerhut is a revolving credit account. As such, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest rate is calculated based on the account’s current Annual Percentage Rate of 25.15% and the monthly charges will vary in relation to increases or reductions in the account balance from month to month. According to an account review completed on April 13, 2016, Equifax, Experian and Trans Union are reporting accurately as Current/Pays as Agreed. We cannot revise the information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in your Welcome Packet. It 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. At this time Mr. [redacted]’s balance is $667.08. A minimum payment of $63.99 is due by May 2, 2016. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Please be advised we were able to restore the Extreme TV programming for [redacted] along with a $20 discount to be applied for 12 months to cover the cost. [redacted] is satisfied. We trust this provides your office with the information required in this matter. Thank you, Ms. M[redacted]...
Sr. Analyst Verizon Executive Relations
I am rejecting this response because:
The case was sent to the business office for review.Records indicate that the customer's Winback order does not show completed - status still shows "hold". A specialist sent a referral to the Winback team to work with the former carrier to complete with the desired phone number.Records indicate that...
the Winback order has been completed and the number released to Verizon, yet it was still not ringing through to completion. A referral was made to the Operations team and a ticket opened.On 12/**/17, the business office specialist confirmed that the number is now working. This was also confirmed with the customer's daughter. The specialist also has a follow-up to issue a 1-month credit once the customer's first bill is rendered. We apologize on behalf of Verizon for the inconvenience that this matter has caused.
CSSC rep spoke to [redacted] today, and apologized that he has been having billing issues and that we still have not returned his deposit. She confirmed that the bill he got for 86.35 for ###-###-#### was adjusted in full and that he does not owe anything on it. I issued credit for the router that he...
returned for 52.99. The deposit is going to be put on the final bill so once that generates she will expedite the refund check. [redacted] is satisfied
CONFIDENTIAL COMMUNICATION August 25,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a FreshStart Credit Account. Ms. [redacted] states she did not receive the refund check of $30.00 that she requested from Fingerhut when she canceled an order. She would like to have the money refunded to her account. Our records indicate Ms. [redacted] placed an order for an iLive Bluetooth CD Radio Home Stereo with Color-Changing Lights on August 11, 2016. On that same date, the order was cancelled. On August 12, 2016 Ms. [redacted] contacted Fingerhut requesting a refund for the $30.00 down payment she made on the account. On that same date, a refund was processed for Ms. [redacted]. She was informed to allow up to 5 business days for the refund of $30.00 to be returned to her credit card ending in [redacted]. If Ms. [redacted] has not received the refund at this time, she should contact Fingerhut Customer Service at ###-###-####. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
We spoke with the customer on March *, 2017 to apologize for nay misinformation provided. We were able to change the services provided to meet an acceptable price point. Our tech support team was not successful in reaching the customer to address any service issue with the TV service. We ask that...
the customer please contact tech support for assistance. We appreciate the customer bringing these concerns to our attention.
The customer has been advised that the lines should be completely installed by Friday, December **. 2015. I have also given the customer the local manager's cell number for any further updates or concerns. I will continue to monitor to ensure we continue to update the customer on the...
progress and completion of this project. The customer has my contact information.
CONFIDENTIAL COMMUNICATION November 14, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office regarding a WebBank/Fingerhut Advantage Credit Account for [redacted]. Mr. [redacted] states that he and his mother each placed one order from Fingerhut, and that he’s been receiving calls about the account being past due. He also states that the monthly payment has doubled on both his purchase and his mothers. Mr. [redacted] also states that he has not been allowed to talk to someone about his mother’s account, even though he assists her with her bills. In regards to Mr. [redacted]’s account, our records indicate he placed an order on August 23, 2016, for a GPX 32” LED TV. A statement was printed on September 16, 2016 and sent to Mr. [redacted] indicating his minimum payment due was $23.99 and it was due on October 15, 2016. We did not receive a payment until October 31, 2016. The payment was for $23.99, but was received sixteen days after the due date. A second statement was printed on October 19, 2016, indicating the Mr. [redacted]’s minimum amount due was now $47.98 and due by November 15, 2016. This is because we did not receive the October payment by the due date. When the November statement was created, the minimum amount due included both October and November’s amount due. Mr. [redacted]’s account was assessed a late fee on October 15, 2016, in the amount of $23.99, because we didn’t receive his payment on time. Our records indicate his next payment is due November 15, 2016 in the amount of $23.99. Mr. [redacted] may make his payment on our website, www.fingerhut.com, or in our automated system at ###-###-####, which is available 24 hours a day, 7 days a week. If Mr. [redacted] chooses to make a payment with an agent, the number he may call is also ###-###-####, but a fee of $5.00 may be assessed. Mr. [redacted]’s next statement will print on November 19, 2016. In regards to his mother’s account, we are unable to assist Mr. [redacted] with the account unless he can send in proof of Power of Attorney, showing he’s been granted legal rights to manage the account on his mother’s behalf. We apologize if this is inconvenient for them, but take our customer’s privacy seriously. If Mr. [redacted] obtains Power of Attorney, he may fax the documentation to us at ###-###-####, Attention: Account Support, or he may mail it to us at: Customer Service [redacted] St. Cloud, MN 56303. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team
The case was sent to the business office for review.A specialist called [redacted] and reviewed her concerns. She explained that she is getting everything that she is supposed to be getting, HSI enhanced, Freedom Essentials and DTV. She did verify that her Auto pay is set up at this point and that...
we do see a $30.05 regional value credit for the next 12 months should appear on March statement. Went over paper free billing and that bills will be sent to her email address. Customer states she is happy as long as she is getting what she is paying for. Customer thinks it's very frustrating to speak with agents that do not speak English and are overseas. Was happy to speak to someone she could understand and that understands her.
CONFIDENTIAL COMMUNICATION May 13, 2016 Revdex.com of...
Minnesota �...⇄ #[redacted] Attn: Ms. [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: Mr. [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut credit account ending in [redacted]. Mr. [redacted] states that his WebBank/Fingerhut credit account was not included in his bankruptcy and should not be reporting negatively. Mr. [redacted] is requesting to have the derogatory remarks removed from his credit report. Our records indicate, a WebBank/Fingerhut credit account ending [redacted] was opened when an application for credit was processed online July 13, 2010 in the name [redacted] A. [redacted]. According to public record, Mr. [redacted] filed Chapter 13 bankruptcy on August 24, 2010. Fingerhut was notified by the courts and updated Mr. [redacted]’s account to Closed due to Bankruptcy on November 1, 2010. On March 28, 2013, Mr. [redacted] attempted to order a Scosche iPad 2 Black Leather Textured Folio Case using the first Fingerhut credit account ending in [redacted]. The order was cancelled as the account was previously closed due to Bankruptcy. Our records indicate a second credit application was received on March 28, 2013, with Mr. [redacted]’s name which was approved for a Fingerhut FreshStart Installment Loan account ending in [redacted] upon receipt of a $30.00 down payment. An order was placed online the same day for a Scosche iPad 2 Black Leather Textured Folio Case. On June 9, 2013, Mr. [redacted] graduated into a second WebBank/Fingerhut credit account ending in 7365. An order was placed for a Honeywell True HEPA Quietcare Air Purifier with a 1 year Service Plan. According to public record, Mr. [redacted]’s bankruptcy was discharged on January 21, 2016 and the case was closed on April 1, 2016. Based on an account review on May 11, 2016, Equifax, Experian and Trans Union are reporting Mr. [redacted]’s account ending in [redacted] accurately as Closed Due to Chapter 13 Bankruptcy with a zero balance and past due. In order to ensure all bureaus are reporting the same, an electronic update was sent to the bureaus to update the Date of Account Information to August 24, 2010. (Ref: [redacted]) The bureaus are also accurately reporting the Fingerhut FreshStart Installment Loan account ending in [redacted] and second Fingerhut credit account ending in [redacted] as ‘paid and closed with a zero balance’ and ‘current with a zero balance’, respectively. We cannot revise any additional information we are reporting to the credit bureaus as we are required by law to furnish accurate reporting. Please reference the Reporting and Monitoring section of our terms and conditions that was included in Mr. [redacted]’s Welcome Packet. It 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. [redacted] still has questions about his account regarding what has or has not been reported to the credit bureaus, he may contact Fingerhut by calling toll-free at ###-###-####, Monday through Friday 9:00am to 6:00pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj
Initial Business Response /* (1000, 7, 2015/05/19) */
CONFIDENTIAL COMMUNICATION
May 19, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am...
writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut FreshStart Credit Account.
Our records confirm a purchase was made to Ms. [redacted]'s account on March 5, 2015 for a Men's Personalized Stainless Steel Spinner Band. On March 17, 2015 the required $30 down payment was successfully made with a debit card ending '2728', and the order processed, shipped, and billed as normal.
On March 27, 2015 Ms. [redacted] accessed the live chat service on the Fingerhut website requesting to return the item, stating that it had a scratch on it. The chat agent authorized the return and sent a prepaid shipping label for her to use to return it. We received it as a return, and an account credit for the full merchandise price was issued on April 13, 2015; on April 15, 2015 the shipping/handling was likewise issued, and these credits equaled the total cost of the order.
Our records confirm that before we were able to issue a refund of the $30 down payment, Ms. [redacted] had already contacted her bank/debit card provider to dispute that payment. Our records further show that on April 17, 2015 Ms. [redacted]'s bank debited our account for the amount of the transaction ($30). Although we have 30 days to dispute these transactions, we did not dispute it, and allowed Ms. [redacted]'s bank to reclaim these funds without delay. We apologize for any conflicting information she may have been given regarding this matter.
As we are no longer in possession of these funds, Ms. [redacted] should contact her bank/debit card provider as to their internal processes and timeframes involved in depositing the funds back into her account.
Thank you for allowing us to explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (3000, 9, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Money was taken out of my account with my bank but was never refunded to my bank account. Statements shows money was never refunded.
Final Business Response /* (4000, 11, 2015/05/26) */
CONFIDENTIAL COMMUNICATION
May 26, 2015
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S River Ridge Circle
Burnsville, MN 55337
Re: Case # [redacted] - [redacted], [redacted]
Dear Ms. [redacted],
I am writing in response to the further inquiry we received from your office on behalf of Ms. [redacted].
We appreciate Ms. [redacted] providing a copy of her Prepaid Visa RushCard account activity statement covering the dates March 1, 2015 to April 30, 2015. It shows the $30 payment to us on March 17, 2015 as a debit, but it does not yet show a $30 credit from the payment reversal (chargeback) that was done on April 17, 2015.
As a courtesy, we found information that may be helpful in this regard on the RushCard website at: https://www.rushcard.com/faq/Making-or-Disputing-Purchases#purchase. The final question under the "Making or Disputing Purchases FAQs" section is, "How can I check the status of a dispute I filed?" The answer they provide states:
"Please allow a minimum of 60 days for the issue to be resolved. If you do not see a credit on your card account after that period of time, contact us at 866-RUSHCARD ([redacted]) 24 hours a day, 7 days a week, and a Member Services Representative will assist you."
Our records show that 60 days have not yet passed since Ms. [redacted]'s card provider initiated the chargeback on April 17, 2015. She should allow more time for the credit to appear per the above information.
Thank you for allowing us to assist and explain.
Sincerely,
[redacted]
Executive Care Team
VF/ah
Upon receipt of this complaint we made multiple attempts to contact customer. The voicemail has been full since day of receipt on 1-**-16. If this is an issue that still needs to be addressed [redacted] can contact us directly @ ###-###-####.
We spoke with [redacted] and explained to him that we don't have any additional recommendations to approve his internet service. At this time given his distance from the CO the speed is very good he is receiving.