CONFIDENTIAL COMMUNICATION March 25, 2016 Revdex.com or Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms....
[redacted] regarding a recurring charge that has been billed to her American Express Card. In Ms. [redacted]’s complaint, she states that she discovered a recurring charge for a monthly fee of $14.95 on her American Express Card. She contacted Norm Thompson by phone and was advised the reoccurring charges were from the Norm Thompson Rewards Program. Ms. [redacted]’s desired resolution is to receive information when these charges began and refund of these charges. After Ms. [redacted] placed her December 31, 2010 order for the Blueberry Robe and Teal Twinset Cardigan, she was presented with an opportunity to accept a membership in Norm Thompson Rewards for a full 30 days. This offer included receiving, in the form of a gift code number, $20 off her next Norm Thompson purchase. She was not obligated to accept the membership offer and her Norm Thompson purchase was not contingent upon accepting the offer. The representative taking her order is required to inform all customers of the program terms before asking them if they would like to accept it. Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance. It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Norm Thompson Rewards to the same credit card, unless she asked to be canceled from the program. Cancellation may be made at any time with no further obligation. As of December 1, 2015, our Norm Thompson Rewards Program was discontinued. Ms. [redacted] is not currently being billed for this discontinued program and will not be billed for the program in the future. Ms. [redacted]’s complaint advises that American Express has refunded 9 months of charges ($134.85). Per her request, a full credit has been issued to her American Express Credit Card ending in 1018, in the amount of $794.30. This credit is made up of one activation charge of $1.95, and 53 monthly charges of $14.95 each. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-####. Their hours are Monday - Friday 7:30 am – 4:00 pm Eastern Standard Time. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
I am rejecting this response because: The "thorough investigation" referred to consists of verifying billing and shipping address, this is the extent of it and does not prove these orders are not fraud. Obviously addresses match up or the orders would not have been processed, shipped out. The last order placed by myself was in June of 2014, their prices are extremely high and service is poor to say the least, these among other reasons are why I no longer do business with this company. Please note, they are party responsible for this as they failed to close account prior. They were told prior to close account before these orders were placed, failed to do so. Numerous additional requests were made, account closed after a second order was placed, also fraud. They will not admit to it but, they are responsible in part by failing to close account previously. Had they closed account, this would not have happened. I've sent in several affidavits which are not even legal affidavits. I do not have one to show, however, the form is not a legal as it does not require a notary nor is it in the correct format. Ive sent in about three or four of these forms and will not continue to send in duplicates nor will I submit a police report for items not received months ago. Also note, the company should also have a signed letter from myself stating I did not place or receive these orders, this was copied to attorneys in Haight vs Bluestem settlement. Under this settlement, plaintiffs claim Bluestem/Fingerhut made automated collection calls to customers, which I have received. In closing, please advise the company that any and all charges on the account will remain unpaid and continued collection attempts such as paper bills and calls will be reported to my attorney for harassment.
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’s concerns regarding the incorrect features listed for the Sharp AQUOS 43” UHD 4K LED Smart TV. We understand the importance of providing the most up to date information for the products we offer in our catalogs and on our website. The specifications and descriptions for the products we carry are provided by the manufacturers and vendors of each individual product we offer. While accurate and precise information is one of our top priorities, please understand that typographical errors or inaccuracies may occur. We sincerely apologize for any inconvenience this may have caused. Our records indicate that Mr. [redacted] spoke with a supervisor on April 20, 2016 and a resolution was discussed and agreed upon for a $100.00 discount on the TV and that Mr. [redacted] would keep the item. The discount will be reflected on Mr. [redacted]’s May 11, 2016 billing statement. In addition to the discount that was issued for the TV, we are also reviewing the specifications with our vendor and any specification information we find that requires a change will be updated when it becomes available. We appreciate Mr. [redacted] bringing this to our attention. If Mr. [redacted] feels the discount already provided is no longer adequate, he may return the TV by using the convenient postage paid label that accompanied the TV when he received it or he may print the return label directly from our website by visiting our Returns Center at www.fingerhut.com. No additional discounts will be issued for the TV. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] 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. Ms. [redacted] states she ordered merchandise from Fingerhut in October that she did not receive. She states the merchandise was delivered to the incorrect address. She completed and returned the affidavit Fingerhut requested, but she has not been credited for the merchandise. Ms. [redacted] would like to be credited for the merchandise she did not receive. Our records indicate Ms. [redacted] purchased a 14K Gold 3.5mm Semi-Solid 24" Figaro Chain on October 21, 2016. She contacted Fingerhut on November 2, 2016 stating she did not receive the merchandise. When a customer states they have not received ordered merchandise, Fingerhut has certain policies and procedures in place in order to conduct an investigation. On November 2, 2016 a legal affidavit was mailed to Ms. [redacted]. Within this letter it stated due to the monetary value of the merchandise a police report would also be required. We received the completed affidavit on November 14, 2016, however there was no police report received at that time with the affidavit and a letter of denial was mailed to Ms. [redacted]. To date we have not received the requested police report. As we understand the severity and urgency of this situation, Ms. [redacted] may fax the related police report to ###-###-####, Attn: Kristina or mail the document to [redacted] St. Cloud, MN 56303. If Ms. [redacted] is unable to provide a police report, she may supply the name of the agency, officer’s name, badge number, and the case number. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
CONFIDENTIAL COMMUNICATION April 17, 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. In Mr. [redacted]’s complaint, he states he never authorized the pull of his credit report for pre-screening. Mr. [redacted] states we have hurt his credit report due to this, and that he has opted out and has made many attempts to contact us. Mr. [redacted] would like the pre-screened offers to stop. After reviewing Mr. [redacted]’s account, we can confirm an inquiry was completed on his credit bureau report. The inquiry Mr. [redacted] is referring to is a “prescreen inquiry” which is generated when we are reviewing opportunities to make an offer for credit to a prospective customer, such as Mr. [redacted]. This type of inquiry will stay on Mr. [redacted]’s credit file for 12 months, but does not affect his credit score, as it is considered a promotional inquiry only. In regards to Mr. [redacted] stating he has opted out, please be advised that we do adhere to the regulations that would prevent us from submitting a pre-screen inquiry on Mr. [redacted]’s credit bureau report if he had opted out before we submitted the inquiry. If Mr. [redacted] has not yet opted out of such inquiries, he may do so by contacting the credit reporting agencies at 1-888-5OPT-OUT. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he enrolled in SafeLine Plus when he opened his account. Mr. [redacted] states he lost his job in April 2016 and since that time he has been trying to work with SafeLine and Fingerhut to find a resolution. He states he returned all the necessary paperwork via fax or mail and that he requested to suspend SafeLine Plus coverage but to date SafeLine Plus has not been suspended and due to this his account has fallen behind. Mr. [redacted] also states he has tried making the monthly payments that were originally stated but Fingerhut is insisting on a higher minimum payment due. Mr. [redacted] is requesting that since his claim was denied to have all SafeLine Plus fees that have been charged since the opening of the account refunded along with all late fees. Our records indicate Mr. [redacted] contacted SafeLine Services on April 11, 2016 and requested an Unemployment benefit. On April 12, 2016 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services received the documentation back from Mr. [redacted] on April 22, 2016. Upon review of the benefit form it was determined that Mr. [redacted] did not include proof of state unemployment. A letter was sent to Mr. [redacted] on May 3, 2016 advising him we did not receive all the required documentation needed to process his claim. Additionally, Mr. [redacted] contacted SafeLine Services on May 2, 2016 and requested another benefit form to be mailed which was sent on May 3, 2016. On June 1, 2016 we sent an additional Unemployment benefit form since we had not received the required information. On September 1, 2016, SafeLine Services closed the Unemployment benefit since the proof of state unemployment was never received from Mr. [redacted]. On April 4, 2017 Mr. [redacted] contacted SafeLine Services again and requested the Unemployment benefit to be reopened. On April 6, 2017 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services has not yet received the completed Unemployment benefits form from Mr. [redacted]. We have no record of Mr. [redacted] requesting to cancel SafeLine Plus. Since the last contact we received from Mr. [redacted] was asking for the benefit to be reopened he simply needs to complete the Unemployment benefit form and mail it to Fingerhut [redacted] Atlanta, GA.30374-0237. If he would like to cancel SafeLine Plus he may contact SafeLine Services by calling ###-###-####, Monday – Friday, 7:00 AM – 7 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
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 WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she ordered the Xbox One S bundle on November 23, 2016. When Ms. [redacted] received her package, she states that our company had shipped the Xbox One. Ms. [redacted] states that in the title of the advertisement it states Xbox One S but in the specifications this states Xbox One. Our research confirms the product we have in stock and are shipping (our item number NLFN8) is the “S” model. The older model that is not the “S” had a black chassis, while the “S” model is white in color. The reason the specifications state Xbox One is because it is the same system but an upgraded model. Names do not always get changed and the materials may still state Xbox One. The S model, is an upgraded model to include special features not included with the regular Xbox One. On November 29, 2016, Ms. [redacted] contacted Fingerhut regarding this order. Our representative then created a new order and reshipped the product to Ms. [redacted]. We recommend Ms. [redacted] return one of the Xbox One S consoles to receive full credit for the item to her account. If Ms. [redacted] returns the first Xbox One S, we will attach the 2-year service plan that was included with her first order to the replacement that was sent. Please note if she chooses to keep both Xbox consoles, she will be responsible for the payments of both items. We apologize for any inconvenience caused to Ms. [redacted]. Should Ms. [redacted] have any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
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 PayCheck Direct Account. Ms. [redacted] states she contacted PayCheck Direct regarding an order placed on December 8, 2016. She was told the first payment would not come out of her account until December 30, 2016. She received a confirmation e-mail confirming the merchandise would be delivered on December 19, 2016. When she contacted PayCheck direct for a delivery time, she was told her items would not be delivered due to two payment reversals on her account. Ms. [redacted] asserts the customer service representative she spoke with was rude and unhelpful. Ms. [redacted]’s desired resolution would be to have the merchandise delivered and have the $60.00 over draft fee credited from her bank. Our records indicate Ms. [redacted] placed an order for a Timberland PRO Men's 6" Steel Toe Boot and a Sony PS4 500GB Uncharted 4: A Thief's End Console Bundle with a 2 Year Service Plan on November 29, 2016. This order was cancelled due to the payment reversal. Ms. [redacted] made two payments on December 8, 2016 in the amounts of $19.22 and $7.54. Both of these payments were reversed. When a payment is declined the account is placed on hold. Once a successful payment is made, the payment is held for 14 days. If no further issues occur an order can be placed at that time. A successful payment was made on December 16, 2016 in the amount of $26.20. On that same date the order was replaced for the merchandise. Ms. [redacted] will need allow 10 days from the time the payment was made for the payment to clear and an allow an additional 7-10 days for delivery. These items have an expected delivery date of January 4, 2017. We apologize Ms. [redacted] felt the representatives she spoke with on December 15, 2016 were discourteous. Her report of unacceptable service from one of our agents is regrettable. They are accountable to meet our professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We appreciate Ms. [redacted]’s feedback. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
2017 ...⇄ # [redacted] Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, 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 FreshStart Account. Please see attached letter of response as it exceeds the 2,000 max character count.
...⇄ # [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. In Ms. [redacted]’ inquiry she indicates she has requested to be removed from our mailing lists and that she not receive any paper correspondence from us. Ms. [redacted] states she received a letter from us advising her of a recent credit limit increase. Ms. [redacted] is requesting to no longer receive credit limit increase letters and to be notified why her privacy request is not being followed. Our records indicate, Ms. [redacted] was removed from our email list on January 10, 2016 per her request. On May 31, 2016 we removed Ms. [redacted] from our calling list and a request was referred to have Ms. [redacted] removed from receiving letters advising her of credit line increases. At this time, when a credit line increase review is completed and results in an increase in the credit line of an account a letter is automatically sent. The only way to stop the credit line increase letters from being sent is for Ms. [redacted] to opt-out of credit line reviews. When an opt-out is requested the credit limit on the account is frozen If Ms. [redacted] would like to opt-out of credit line reviews she may contact our Credit Department by calling ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. On September 26, 2016 Ms. [redacted] spoke to an agent by phone and per her request the agent ensured that Ms. [redacted] was removed from all contact lists by phone, email and mail from our affiliates, marketing partners and from Fingerhut. We will still contact Ms. [redacted] when applicable in writing as required by law. Please understand some of our mailings are pre-printed 8-10 weeks in advance and Ms. [redacted] should allow the allotted time frame for all other mailings to stop completely. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
brought a brand new phone that I can only utilize 15-20% of functions, due to no fault of my own. I have to take responsibility for the money I owe under my credit report but who is taking responsibility for the type of (faulty) product I was sold - and now stuck with? : See attachment for further description of "Faulty" and why a warranty Company can not help me.
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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states that when she attempted to use the Earth Day Promotion code for 20% off site wide she was not able to apply the promotional code to item SB064 - Master Craft Pressure Washer and the Master Craft Pressure Washer was not listed as an item that was excluded from the promotion. Ms. [redacted] states when she was disconnected numerous times after waiting for long periods of time when using the online chat service and wasn’t properly assisted when she called customer service. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted] expectations. Our research has validated that the Master Craft 2700 PSI Gas Pressure Washer SB064 was eligible for the Earth Day promotion code. After troubleshooting the offer with this specific product, we were able to reproduce the promotional discount issue. If Ms. [redacted] still wishes to order this product, she may call our Executive Care Team at ###-###-#### and request to speak with Jessica. We will then place the order for the gas pressure washer with a discount of 25 percent. Thank you for bringing this to our attention. Sincerely, Vi [redacted] Executive Care Team VF/jm
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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she set up automatic payments to be withdrawn from her bank account. For two months double the payment amount was withdrawn from her account. She states when she contacted Fingerhut she was told she did not need to make a payment for two months due to the over payment she had made. Ms. [redacted] states this is negatively reflecting her credit report. Her desired resolution would be have the negative payment history removed from her credit report. Our records indicate Ms. [redacted] had a payment schedule in place, which was set up on May 5, 2015 to make the minimum payment due on the 5th of each month. The August payment was declined by her bank, with a reason of ‘Card Number Error”, and that payment schedule was canceled. Because we did not receive the August payment, Ms. [redacted]’s account incurred a late fee, and the minimum amount due on September 5, 2016 was $156.26 because it included the August past due payment. After speaking with one of our representatives, Ms. [redacted] set up an automatic payment schedule on August 12, 2016. This schedule was set up to have the minimum monthly payment taken from her credit card ending in 5531 each month on the 5th. When Ms. [redacted] opened her Fingerhut Credit Account she 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 $27.00. 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.” Per the recurring payment schedule Ms. [redacted] agreed to, the minimum due of $156.26 was withdrawn from her account on September 5, 2016. On October 2, 2016 Ms. [redacted] contacted Fingerhut stating she did not authorize for the payment withdrawn on September 5, 2016. We have reviewed the telephone call Ms. [redacted] placed to Fingerhut on December 22, 2016. As discussed on this call the late fees Ms. [redacted] incurred on October 5, 2016 and November 5, 2016 have been credited to her account as a courtesy. Additionally, as Ms. [redacted] was advised by one of our representatives that her Credit Report would be updated to remove the negative marks, we have updated the information on Ms. [redacted]’s account to the credit reporting agencies on December 22, 2016. She should allow up to 60 days for the update to process. If Ms. [redacted] has any additional questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
...⇄ # [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 Advantage Credit Account. As part of our in-depth review of Ms. [redacted]’s account, we contacted our partner, Teleflora, on behalf of Ms. [redacted]. Per Teleflora, the florist made multiple attempts to deliver the flowers but the recipient was not home. In addition to the florist leaving door tags for the recipient, the florist also made several phone calls to the recipient regarding the delivery. When the florist was contacted by the recipient the delivery was completed on February 15, 2016. Teleflora also advised they have no record of advising Ms. [redacted] that a full refund would be completed. Teleflora issued the credit for $9.99 prior to charge being submitted to Fingerhut. The initial total for the flowers was $77.13. The amount Teleflora submitted to Fingerhut for billing purposes was $67.14 after the discount of $9.99 was applied by Teleflora. On Ms. [redacted]’s March 13, 2016 billing statement there are two charges from Teleflora. One charge for $60.44 on February 14, 2016 and one charge totaling $67.14 on February 15, 2016. As a courtesy, Teleflora has issued a full credit in the amount of $67.14 which matches the amount she was billed on her Fingerhut account. Ms. [redacted] will see the credit reflected on a future billing statement. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
consintanty attempted to contact fingerhut via their website and customer service representatives.The wording bodied in the responce to this complaint is erroneous and deceptive.If products are sold and received in a broken or malfunctioning manner and the customer (myself) calls and is told by representives of the company's that the matters will be rectified but no rectification is applied what options are available.Fingerhut sold me substandard,malfunctioning products and when informed did nothing to replace,refund nor fix products purchased through them.They are now trying to destroy my credit in retaliation for these complaints.
Revdex.com of Minnesota #[redacted] Attention: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the customer complaint filed with the Revdex.com by [redacted], regarding his WebBank/Fingerhut Credit Account. In the complaint the customer stated he purchased a cordless phone from Fingerhut, which was advertised as headset compatible. When the item was received by the customer it did not have the headset compatible feature the customer needed. The customer contacted Fingerhut Customer Service and was referred to the manufacturer, who referred the customer back to Fingerhut. The customer’s desired resolution is for a phone system that is headset compatible to be sent to them at Fingerhut’s expense. Our records indicate the customer placed an order on our website at www.fingerhut.com for item number SA997 AT&T Cordless Phone w/Answering System & Caller ID on October 15, 2016. When the order was placed the item was advertised as headset compatible. We have investigated the issue and have subsequently changed the description to state item is not headset compatible. Mr. [redacted] returned the item to Fingerhut on October 27, 2016 and a full credit was issued to the customer’s Fingerhut credit account. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for any inconvenience we may have caused. While we cannot send a new item for free we would like to help our customer locate a phone system with the desired features. Our entire line of phone systems are located at www.fingerhut.com, or our Order Line would be glad to assist. The Fingerhut Order Line can be reached at ###-###-####, 24 hours a day / 7 days a week. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care TeamVF/sm
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the recent inquiry that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. Mr. [redacted] states he purchased an air conditioner from Gettington that is no longer working properly. He contacted Gettington and was told to contact the manufacturer. Mr. [redacted] was unable to contact the manufacturer, and at that time he contacted Asurion. He states it took them weeks to respond. When an appointment was set up for them to fix the air conditioner, they cancelled the appointment. Mr. [redacted]’s desired outcome would be to have the product refunded. Our records indicate Mr. [redacted] purchased a Honeywell 14,000 Btu Portable AC and Heater with a 3 Year Service Plan on January 22, 2016. Mr. [redacted] contacted Gettington on December 30, 2016 stating the air conditioner was no longer working properly. At this time he was provided with the manufacturers’ phone number. Mr. [redacted] contacted Gettington on January 10, 2017 stating he was unable to reach the manufacturer. Mr. [redacted] purchased a 3 Year Service Plan with the air conditioner from Asurion, at this time he was provided with their contact number. On February 16, 2017 Mr. [redacted] contacted Gettington and stated the service call to have the air conditioner was fixed was cancelled. As a courtesy to Mr. [redacted]’s a discount coupon was offered to be used on a future order. Mr. [redacted] declined and stated he would not be making future purchases. We reached out to Asurion on Mr. [redacted]’s behalf, and the response we received from them indicated that they had initially assigned the service to Aguiarre Applicance, who scheduled the appointment on February 14, 2017. When the technician contacted Mr. [redacted], the customer advised he could not wait any longer as he had to leave for work, so that appointment was canceled. They then assigned the work order to Service On Site, but have been unable to connect with Mr. [redacted] to schedule an appointment. Asurion is committed to work with Mr. [redacted] to get the appointment scheduled with Service On Site and have the unit inspected. Service On Site’s phone number is ###-###-####, should Mr. [redacted] need it. While we apologize for this situation, we do require returns to be made in accordance to our return policy which states: “We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Returns postage is the responsibility of the customers. Music, movies, video games and software must be returned unopened with the factory seal intact. Exchanges are permitted for identical product only.” Due to the length of time that has passed, we will not be issuing credit for this merchandise. If service is needed on this product Mr. [redacted] will need to contact Asurion at ###-###-####. His contract number is [redacted]. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2016/01/20) */
CONFIDENTIAL COMMUNICATION
January 20, 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 WebBank/Fingerhut Advantage Credit Account.
Our records indicate on September 30, 2015 Ms. [redacted] purchased three Visual Land Prestige Elite 8" 16GB Android Tablets with Keyboard Cases. On January 3, 2016 Ms. [redacted] contacted Fingerhut stating her products are not working properly. While customer satisfaction if very important to us, we do require returns to be made in accordance with 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."
For all concerns with these products Ms. [redacted] will need to contact the manufacturer, Visual Land Inc., at [redacted].
We apologize for any inconvenience this may cause. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
CONFIDENTIAL COMMUNICATION
March 16, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Cir.
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 Advantage Credit Account.
Our investigation confirms that Ms. [redacted] purchased a MyHome Tall Wine Cabinet on August 22, 2013. On September 24, 2013, she contacted us regarding missing parts to the cabinet, and the phone agent sent a shipping label to her 'c[redacted]@yahoo.com' email so she could return the item.
However, we never received the return and did not hear from Ms. [redacted] until several months later when our Billing/Recovery Department made contact regarding her past due balance. By this time, the item could no longer be returned as the 180 day timeframe allowed by our return policy had already passed, and Ms. [redacted] resumed payments on it as of April 2014. She paid the balance in full with the final payment received on December 31, 2014.
We have received and responded to all of the disputes Ms. [redacted] filed with the credit bureaus regarding this matter and her Fingerhut account. The determination made for each was that we had reported her account accurately and no changes and/or deletion of the trade-line would be made.
On October 12, 2015, we received an email from Ms. [redacted] requesting that we close her account, and delete the associated credit reporting file. We replied on the same date that her account had been closed per her request. However, it was not closed due to an oversight on our part, for which we sincerely apologize. Her account was closed upon receipt of this inquiry.
In regards to her credit reporting, we maintain that her account was correctly reported to the bureaus and that it cannot be changed or deleted as we are required to furnish accurate reporting in accord with the Fair Credit Report Act.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION
March 23, 2016
Revdex.com of Minnesota
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 WebBank/Fingerhut Credit Account and related SafeLine Account Protection Plus plan (SafeLine Plus).
Our records show that Ms. [redacted] elected to enroll in SafeLine Plus on December 20, 2012 while completing an application for credit on the Fingerhut website. This is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account; the monthly fee is $1.19 for every $100 of the credit account statement balance and is disclosed in the "fees" section of the customer's monthly statement.
Since early 2014, Ms. [redacted] has opened multiple separate benefit claims with SafeLine and its various categories of covered life events. While Ms. [redacted] does not specify any one claim in particular or a timeframe in which her credit reporting was affected, we received and reviewed all of SafeLine's records for Ms. [redacted]'s recent benefit claims. We found that, with each benefit, there was a common occurrence in which SafeLine received insufficient documentation back from Ms. [redacted], and they had to send additional correspondence and make additional attempts to receive the proper proof that was needed to approve the benefit.
Ms. [redacted] recently initiated claims for:
"Life Event - General" on November 23, 2015
"Life Event - Care for Spouse/Family Member" on January 8, 2016
"Life Event - Change of Primary Address" on January 8, 2016
"Life Event - Reduction in Work Hours" on January 16, 2016, and another
"Life Event - Care for Spouse/Family Member" on February 10, 2016.
For the first benefit claim, Ms. [redacted] returned documentation to SafeLine indicating she wanted to open a benefit for "college graduation". On December 16, 2015 a letter of benefit denial was sent because graduation from schooling is not a covered life event per the SafeLine contract terms. For the second benefit claim, Ms. [redacted] returned a completed application, but it did not include proof of expenses for her care of a sick spouse/family member. On January 20, 2016, SafeLine sent a letter requesting the missing information and stating that, without it, no benefits could be approved.
Her third benefit claim was approved, and she received one monthly benefit payment which posted to her account on January 19, 2016 for $75.51. This was the maximum number of benefits allowed for the "change of address" event type per SafeLine's contract terms. Her fourth benefit was also approved, on March 3, 2016--after Fingerhut waited for an extended period to receive additional documentation from Ms. [redacted]. She did meet the eligibility requirements for the "reduction in work hours" benefit. To date, this benefit has paid a total of $148.53 ($75.51 plus $73.02) to Ms. [redacted]'s account, which represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on March 3, 2016.
Ms. [redacted]'s fifth and latest benefit claim she initiated was approved on February 23, 2016 when SafeLine received documentation to substantiate her care for a sick spouse/family member. To date, this benefit also has paid a total of $148.53 ($75.51 plus $73.02) to her account, as it represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on February 23, 2016.
Please be advised that in all correspondence SafeLine sent Ms. [redacted], it was clearly stated that she remained responsible to make her monthly payments until she received notification from them that a claim was approved. However, when the above referenced benefit payments posted to her account due to her claims being approved, the late fees from January and February 2016 were credited as a result. These credits are reflecting on Ms. [redacted]'s statement dated March 7, 2016.
We reviewed the credit reporting of Ms. [redacted]'s account and maintain that it has been reported accurately.
We cannot revise any past reporting information to the credit bureaus for the reasons stated above, and because we are required by law (Fair Credit Report Act) to furnish accurate reporting.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg
CONFIDENTIAL COMMUNICATION March 25, 2016 Revdex.com or Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Ms. [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to an inquiry received from your office on behalf of Ms....
[redacted] regarding a recurring charge that has been billed to her American Express Card. In Ms. [redacted]’s complaint, she states that she discovered a recurring charge for a monthly fee of $14.95 on her American Express Card. She contacted Norm Thompson by phone and was advised the reoccurring charges were from the Norm Thompson Rewards Program. Ms. [redacted]’s desired resolution is to receive information when these charges began and refund of these charges. After Ms. [redacted] placed her December 31, 2010 order for the Blueberry Robe and Teal Twinset Cardigan, she was presented with an opportunity to accept a membership in Norm Thompson Rewards for a full 30 days. This offer included receiving, in the form of a gift code number, $20 off her next Norm Thompson purchase. She was not obligated to accept the membership offer and her Norm Thompson purchase was not contingent upon accepting the offer. The representative taking her order is required to inform all customers of the program terms before asking them if they would like to accept it. Any customer who is interested in the offer is asked to enter the last four digits of their telephone number on their telephone key pad to confirm their acceptance. It is explained to the customer that after the first 30 days, the membership will automatically continue for a membership fee of $14.95 per month, billed by us as Norm Thompson Rewards to the same credit card, unless she asked to be canceled from the program. Cancellation may be made at any time with no further obligation. As of December 1, 2015, our Norm Thompson Rewards Program was discontinued. Ms. [redacted] is not currently being billed for this discontinued program and will not be billed for the program in the future. Ms. [redacted]’s complaint advises that American Express has refunded 9 months of charges ($134.85). Per her request, a full credit has been issued to her American Express Credit Card ending in 1018, in the amount of $794.30. This credit is made up of one activation charge of $1.95, and 53 monthly charges of $14.95 each. If Ms. [redacted] has any further questions or concerns, she may contact Customer Service at ###-###-####. Their hours are Monday - Friday 7:30 am – 4:00 pm Eastern Standard Time. Thank you for allowing us to explain. Sincerely, Brandi [redacted] Executive Care Team
I am rejecting this response because: The "thorough investigation" referred to consists of verifying billing and shipping address, this is the extent of it and does not prove these orders are not fraud. Obviously addresses match up or the orders would not have been processed, shipped out. The last order placed by myself was in June of 2014, their prices are extremely high and service is poor to say the least, these among other reasons are why I no longer do business with this company. Please note, they are party responsible for this as they failed to close account prior. They were told prior to close account before these orders were placed, failed to do so. Numerous additional requests were made, account closed after a second order was placed, also fraud. They will not admit to it but, they are responsible in part by failing to close account previously. Had they closed account, this would not have happened. I've sent in several affidavits which are not even legal affidavits. I do not have one to show, however, the form is not a legal as it does not require a notary nor is it in the correct format. Ive sent in about three or four of these forms and will not continue to send in duplicates nor will I submit a police report for items not received months ago. Also note, the company should also have a signed letter from myself stating I did not place or receive these orders, this was copied to attorneys in Haight vs Bluestem settlement. Under this settlement, plaintiffs claim Bluestem/Fingerhut made automated collection calls to customers, which I have received. In closing, please advise the company that any and all charges on the account will remain unpaid and continued collection attempts such as paper bills and calls will be reported to my attorney for harassment.
CONFIDENTIAL COMMUNICATION May 6, 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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. We have completed an in-depth review of Mr. [redacted]’s concerns regarding the incorrect features listed for the Sharp AQUOS 43” UHD 4K LED Smart TV. We understand the importance of providing the most up to date information for the products we offer in our catalogs and on our website. The specifications and descriptions for the products we carry are provided by the manufacturers and vendors of each individual product we offer. While accurate and precise information is one of our top priorities, please understand that typographical errors or inaccuracies may occur. We sincerely apologize for any inconvenience this may have caused. Our records indicate that Mr. [redacted] spoke with a supervisor on April 20, 2016 and a resolution was discussed and agreed upon for a $100.00 discount on the TV and that Mr. [redacted] would keep the item. The discount will be reflected on Mr. [redacted]’s May 11, 2016 billing statement. In addition to the discount that was issued for the TV, we are also reviewing the specifications with our vendor and any specification information we find that requires a change will be updated when it becomes available. We appreciate Mr. [redacted] bringing this to our attention. If Mr. [redacted] feels the discount already provided is no longer adequate, he may return the TV by using the convenient postage paid label that accompanied the TV when he received it or he may print the return label directly from our website by visiting our Returns Center at www.fingerhut.com. No additional discounts will be issued for the TV. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION November 25,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] 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. Ms. [redacted] states she ordered merchandise from Fingerhut in October that she did not receive. She states the merchandise was delivered to the incorrect address. She completed and returned the affidavit Fingerhut requested, but she has not been credited for the merchandise. Ms. [redacted] would like to be credited for the merchandise she did not receive. Our records indicate Ms. [redacted] purchased a 14K Gold 3.5mm Semi-Solid 24" Figaro Chain on October 21, 2016. She contacted Fingerhut on November 2, 2016 stating she did not receive the merchandise. When a customer states they have not received ordered merchandise, Fingerhut has certain policies and procedures in place in order to conduct an investigation. On November 2, 2016 a legal affidavit was mailed to Ms. [redacted]. Within this letter it stated due to the monetary value of the merchandise a police report would also be required. We received the completed affidavit on November 14, 2016, however there was no police report received at that time with the affidavit and a letter of denial was mailed to Ms. [redacted]. To date we have not received the requested police report. As we understand the severity and urgency of this situation, Ms. [redacted] may fax the related police report to ###-###-####, Attn: Kristina or mail the document to [redacted] St. Cloud, MN 56303. If Ms. [redacted] is unable to provide a police report, she may supply the name of the agency, officer’s name, badge number, and the case number. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
CONFIDENTIAL COMMUNICATION April 17, 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. In Mr. [redacted]’s complaint, he states he never authorized the pull of his credit report for pre-screening. Mr. [redacted] states we have hurt his credit report due to this, and that he has opted out and has made many attempts to contact us. Mr. [redacted] would like the pre-screened offers to stop. After reviewing Mr. [redacted]’s account, we can confirm an inquiry was completed on his credit bureau report. The inquiry Mr. [redacted] is referring to is a “prescreen inquiry” which is generated when we are reviewing opportunities to make an offer for credit to a prospective customer, such as Mr. [redacted]. This type of inquiry will stay on Mr. [redacted]’s credit file for 12 months, but does not affect his credit score, as it is considered a promotional inquiry only. In regards to Mr. [redacted] stating he has opted out, please be advised that we do adhere to the regulations that would prevent us from submitting a pre-screen inquiry on Mr. [redacted]’s credit bureau report if he had opted out before we submitted the inquiry. If Mr. [redacted] has not yet opted out of such inquiries, he may do so by contacting the credit reporting agencies at 1-888-5OPT-OUT. If Mr. [redacted] has any further questions or concerns, he may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION April 7, 2017...
...⇄ # [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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted] indicates he enrolled in SafeLine Plus when he opened his account. Mr. [redacted] states he lost his job in April 2016 and since that time he has been trying to work with SafeLine and Fingerhut to find a resolution. He states he returned all the necessary paperwork via fax or mail and that he requested to suspend SafeLine Plus coverage but to date SafeLine Plus has not been suspended and due to this his account has fallen behind. Mr. [redacted] also states he has tried making the monthly payments that were originally stated but Fingerhut is insisting on a higher minimum payment due. Mr. [redacted] is requesting that since his claim was denied to have all SafeLine Plus fees that have been charged since the opening of the account refunded along with all late fees. Our records indicate Mr. [redacted] contacted SafeLine Services on April 11, 2016 and requested an Unemployment benefit. On April 12, 2016 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services received the documentation back from Mr. [redacted] on April 22, 2016. Upon review of the benefit form it was determined that Mr. [redacted] did not include proof of state unemployment. A letter was sent to Mr. [redacted] on May 3, 2016 advising him we did not receive all the required documentation needed to process his claim. Additionally, Mr. [redacted] contacted SafeLine Services on May 2, 2016 and requested another benefit form to be mailed which was sent on May 3, 2016. On June 1, 2016 we sent an additional Unemployment benefit form since we had not received the required information. On September 1, 2016, SafeLine Services closed the Unemployment benefit since the proof of state unemployment was never received from Mr. [redacted]. On April 4, 2017 Mr. [redacted] contacted SafeLine Services again and requested the Unemployment benefit to be reopened. On April 6, 2017 the Unemployment benefit form was sent to the address we have on file for Mr. [redacted]. SafeLine Services has not yet received the completed Unemployment benefits form from Mr. [redacted]. We have no record of Mr. [redacted] requesting to cancel SafeLine Plus. Since the last contact we received from Mr. [redacted] was asking for the benefit to be reopened he simply needs to complete the Unemployment benefit form and mail it to Fingerhut [redacted] Atlanta, GA.30374-0237. If he would like to cancel SafeLine Plus he may contact SafeLine Services by calling ###-###-####, Monday – Friday, 7:00 AM – 7 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION December 6,...
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 WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry, she states that she ordered the Xbox One S bundle on November 23, 2016. When Ms. [redacted] received her package, she states that our company had shipped the Xbox One. Ms. [redacted] states that in the title of the advertisement it states Xbox One S but in the specifications this states Xbox One. Our research confirms the product we have in stock and are shipping (our item number NLFN8) is the “S” model. The older model that is not the “S” had a black chassis, while the “S” model is white in color. The reason the specifications state Xbox One is because it is the same system but an upgraded model. Names do not always get changed and the materials may still state Xbox One. The S model, is an upgraded model to include special features not included with the regular Xbox One. On November 29, 2016, Ms. [redacted] contacted Fingerhut regarding this order. Our representative then created a new order and reshipped the product to Ms. [redacted]. We recommend Ms. [redacted] return one of the Xbox One S consoles to receive full credit for the item to her account. If Ms. [redacted] returns the first Xbox One S, we will attach the 2-year service plan that was included with her first order to the replacement that was sent. Please note if she chooses to keep both Xbox consoles, she will be responsible for the payments of both items. We apologize for any inconvenience caused to Ms. [redacted]. Should Ms. [redacted] have any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/rg
CONFIDENTIAL COMMUNICATION December 27,...
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 PayCheck Direct Account. Ms. [redacted] states she contacted PayCheck Direct regarding an order placed on December 8, 2016. She was told the first payment would not come out of her account until December 30, 2016. She received a confirmation e-mail confirming the merchandise would be delivered on December 19, 2016. When she contacted PayCheck direct for a delivery time, she was told her items would not be delivered due to two payment reversals on her account. Ms. [redacted] asserts the customer service representative she spoke with was rude and unhelpful. Ms. [redacted]’s desired resolution would be to have the merchandise delivered and have the $60.00 over draft fee credited from her bank. Our records indicate Ms. [redacted] placed an order for a Timberland PRO Men's 6" Steel Toe Boot and a Sony PS4 500GB Uncharted 4: A Thief's End Console Bundle with a 2 Year Service Plan on November 29, 2016. This order was cancelled due to the payment reversal. Ms. [redacted] made two payments on December 8, 2016 in the amounts of $19.22 and $7.54. Both of these payments were reversed. When a payment is declined the account is placed on hold. Once a successful payment is made, the payment is held for 14 days. If no further issues occur an order can be placed at that time. A successful payment was made on December 16, 2016 in the amount of $26.20. On that same date the order was replaced for the merchandise. Ms. [redacted] will need allow 10 days from the time the payment was made for the payment to clear and an allow an additional 7-10 days for delivery. These items have an expected delivery date of January 4, 2017. We apologize Ms. [redacted] felt the representatives she spoke with on December 15, 2016 were discourteous. Her report of unacceptable service from one of our agents is regrettable. They are accountable to meet our professional standards and avoid any instance that might cause our customers to feel they are not being heard or understood. We appreciate Ms. [redacted]’s feedback. If Ms. [redacted] has any additional questions she may contact PayCheck Direct Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
CONFIDENTIAL COMMUNICATION May 22,...
2017 ...⇄ # [redacted] Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, 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 FreshStart Account. Please see attached letter of response as it exceeds the 2,000 max character count.
CONFIDENTIAL COMMUNICATION October 9, 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. In Ms. [redacted]’ inquiry she indicates she has requested to be removed from our mailing lists and that she not receive any paper correspondence from us. Ms. [redacted] states she received a letter from us advising her of a recent credit limit increase. Ms. [redacted] is requesting to no longer receive credit limit increase letters and to be notified why her privacy request is not being followed. Our records indicate, Ms. [redacted] was removed from our email list on January 10, 2016 per her request. On May 31, 2016 we removed Ms. [redacted] from our calling list and a request was referred to have Ms. [redacted] removed from receiving letters advising her of credit line increases. At this time, when a credit line increase review is completed and results in an increase in the credit line of an account a letter is automatically sent. The only way to stop the credit line increase letters from being sent is for Ms. [redacted] to opt-out of credit line reviews. When an opt-out is requested the credit limit on the account is frozen If Ms. [redacted] would like to opt-out of credit line reviews she may contact our Credit Department by calling ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. On September 26, 2016 Ms. [redacted] spoke to an agent by phone and per her request the agent ensured that Ms. [redacted] was removed from all contact lists by phone, email and mail from our affiliates, marketing partners and from Fingerhut. We will still contact Ms. [redacted] when applicable in writing as required by law. Please understand some of our mailings are pre-printed 8-10 weeks in advance and Ms. [redacted] should allow the allotted time frame for all other mailings to stop completely. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because I...
brought a brand new phone that I can only utilize 15-20% of functions, due to no fault of my own. I have to take responsibility for the money I owe under my credit report but who is taking responsibility for the type of (faulty) product I was sold - and now stuck with? : See attachment for further description of "Faulty" and why a warranty Company can not help me.
CONFIDENTIAL COMMUNICATION May 5,...
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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states that when she attempted to use the Earth Day Promotion code for 20% off site wide she was not able to apply the promotional code to item SB064 - Master Craft Pressure Washer and the Master Craft Pressure Washer was not listed as an item that was excluded from the promotion. Ms. [redacted] states when she was disconnected numerous times after waiting for long periods of time when using the online chat service and wasn’t properly assisted when she called customer service. Fingerhut’s goal is to provide professional customer service in all interactions and our representatives are trained accordingly. We apologize if we have fallen short of Ms. [redacted] expectations. Our research has validated that the Master Craft 2700 PSI Gas Pressure Washer SB064 was eligible for the Earth Day promotion code. After troubleshooting the offer with this specific product, we were able to reproduce the promotional discount issue. If Ms. [redacted] still wishes to order this product, she may call our Executive Care Team at ###-###-#### and request to speak with Jessica. We will then place the order for the gas pressure washer with a discount of 25 percent. Thank you for bringing this to our attention. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION December 30,...
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 WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she set up automatic payments to be withdrawn from her bank account. For two months double the payment amount was withdrawn from her account. She states when she contacted Fingerhut she was told she did not need to make a payment for two months due to the over payment she had made. Ms. [redacted] states this is negatively reflecting her credit report. Her desired resolution would be have the negative payment history removed from her credit report. Our records indicate Ms. [redacted] had a payment schedule in place, which was set up on May 5, 2015 to make the minimum payment due on the 5th of each month. The August payment was declined by her bank, with a reason of ‘Card Number Error”, and that payment schedule was canceled. Because we did not receive the August payment, Ms. [redacted]’s account incurred a late fee, and the minimum amount due on September 5, 2016 was $156.26 because it included the August past due payment. After speaking with one of our representatives, Ms. [redacted] set up an automatic payment schedule on August 12, 2016. This schedule was set up to have the minimum monthly payment taken from her credit card ending in 5531 each month on the 5th. When Ms. [redacted] opened her Fingerhut Credit Account she 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 $27.00. 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.” Per the recurring payment schedule Ms. [redacted] agreed to, the minimum due of $156.26 was withdrawn from her account on September 5, 2016. On October 2, 2016 Ms. [redacted] contacted Fingerhut stating she did not authorize for the payment withdrawn on September 5, 2016. We have reviewed the telephone call Ms. [redacted] placed to Fingerhut on December 22, 2016. As discussed on this call the late fees Ms. [redacted] incurred on October 5, 2016 and November 5, 2016 have been credited to her account as a courtesy. Additionally, as Ms. [redacted] was advised by one of our representatives that her Credit Report would be updated to remove the negative marks, we have updated the information on Ms. [redacted]’s account to the credit reporting agencies on December 22, 2016. She should allow up to 60 days for the update to process. If Ms. [redacted] has any additional questions she may contact Fingerhut Customer Service at ###-###-#### Monday-Friday 8:00AM-8:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/ks
CONFIDENTIAL COMMUNICATION April 25, 2016...
...⇄ # [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 Advantage Credit Account. As part of our in-depth review of Ms. [redacted]’s account, we contacted our partner, Teleflora, on behalf of Ms. [redacted]. Per Teleflora, the florist made multiple attempts to deliver the flowers but the recipient was not home. In addition to the florist leaving door tags for the recipient, the florist also made several phone calls to the recipient regarding the delivery. When the florist was contacted by the recipient the delivery was completed on February 15, 2016. Teleflora also advised they have no record of advising Ms. [redacted] that a full refund would be completed. Teleflora issued the credit for $9.99 prior to charge being submitted to Fingerhut. The initial total for the flowers was $77.13. The amount Teleflora submitted to Fingerhut for billing purposes was $67.14 after the discount of $9.99 was applied by Teleflora. On Ms. [redacted]’s March 13, 2016 billing statement there are two charges from Teleflora. One charge for $60.44 on February 14, 2016 and one charge totaling $67.14 on February 15, 2016. As a courtesy, Teleflora has issued a full credit in the amount of $67.14 which matches the amount she was billed on her Fingerhut account. Ms. [redacted] will see the credit reflected on a future billing statement. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because:I...
consintanty attempted to contact fingerhut via their website and customer service representatives.The wording bodied in the responce to this complaint is erroneous and deceptive.If products are sold and received in a broken or malfunctioning manner and the customer (myself) calls and is told by representives of the company's that the matters will be rectified but no rectification is applied what options are available.Fingerhut sold me substandard,malfunctioning products and when informed did nothing to replace,refund nor fix products purchased through them.They are now trying to destroy my credit in retaliation for these complaints.
CONFIDENTIAL COMMUNICATION November 4, 2016 ...
Revdex.com of Minnesota #[redacted] Attention: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the customer complaint filed with the Revdex.com by [redacted], regarding his WebBank/Fingerhut Credit Account. In the complaint the customer stated he purchased a cordless phone from Fingerhut, which was advertised as headset compatible. When the item was received by the customer it did not have the headset compatible feature the customer needed. The customer contacted Fingerhut Customer Service and was referred to the manufacturer, who referred the customer back to Fingerhut. The customer’s desired resolution is for a phone system that is headset compatible to be sent to them at Fingerhut’s expense. Our records indicate the customer placed an order on our website at www.fingerhut.com for item number SA997 AT&T Cordless Phone w/Answering System & Caller ID on October 15, 2016. When the order was placed the item was advertised as headset compatible. We have investigated the issue and have subsequently changed the description to state item is not headset compatible. Mr. [redacted] returned the item to Fingerhut on October 27, 2016 and a full credit was issued to the customer’s Fingerhut credit account. Although the website disclaimer in our Terms and Conditions states that Fingerhut, its affiliates and partners disclaim any liability as to the accuracy or completeness of each description, we do our utmost to ensure customer satisfaction with our products, accuracy of descriptions and the customer service we provide. We apologize to our customer for any inconvenience we may have caused. While we cannot send a new item for free we would like to help our customer locate a phone system with the desired features. Our entire line of phone systems are located at www.fingerhut.com, or our Order Line would be glad to assist. The Fingerhut Order Line can be reached at ###-###-####, 24 hours a day / 7 days a week. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care TeamVF/sm
CONFIDENTIAL COMMUNICATION February 27, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted], [redacted] Dear Ms. [redacted], I am writing in response to the recent inquiry that we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. Mr. [redacted] states he purchased an air conditioner from Gettington that is no longer working properly. He contacted Gettington and was told to contact the manufacturer. Mr. [redacted] was unable to contact the manufacturer, and at that time he contacted Asurion. He states it took them weeks to respond. When an appointment was set up for them to fix the air conditioner, they cancelled the appointment. Mr. [redacted]’s desired outcome would be to have the product refunded. Our records indicate Mr. [redacted] purchased a Honeywell 14,000 Btu Portable AC and Heater with a 3 Year Service Plan on January 22, 2016. Mr. [redacted] contacted Gettington on December 30, 2016 stating the air conditioner was no longer working properly. At this time he was provided with the manufacturers’ phone number. Mr. [redacted] contacted Gettington on January 10, 2017 stating he was unable to reach the manufacturer. Mr. [redacted] purchased a 3 Year Service Plan with the air conditioner from Asurion, at this time he was provided with their contact number. On February 16, 2017 Mr. [redacted] contacted Gettington and stated the service call to have the air conditioner was fixed was cancelled. As a courtesy to Mr. [redacted]’s a discount coupon was offered to be used on a future order. Mr. [redacted] declined and stated he would not be making future purchases. We reached out to Asurion on Mr. [redacted]’s behalf, and the response we received from them indicated that they had initially assigned the service to Aguiarre Applicance, who scheduled the appointment on February 14, 2017. When the technician contacted Mr. [redacted], the customer advised he could not wait any longer as he had to leave for work, so that appointment was canceled. They then assigned the work order to Service On Site, but have been unable to connect with Mr. [redacted] to schedule an appointment. Asurion is committed to work with Mr. [redacted] to get the appointment scheduled with Service On Site and have the unit inspected. Service On Site’s phone number is ###-###-####, should Mr. [redacted] need it. While we apologize for this situation, we do require returns to be made in accordance to our return policy which states: “We will issue an exchange or refund for most items returned in new condition within 30 days of receipt. Returns will not be accepted for credit after 90 days. Other product concerns must be handled under the manufacturer’s warranty. Shipping and handling charges are non-refundable. Returns postage is the responsibility of the customers. Music, movies, video games and software must be returned unopened with the factory seal intact. Exchanges are permitted for identical product only.” Due to the length of time that has passed, we will not be issuing credit for this merchandise. If service is needed on this product Mr. [redacted] will need to contact Asurion at ###-###-####. His contract number is [redacted]. Thank you for allowing us to explain and assist. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2016/01/20) */
CONFIDENTIAL COMMUNICATION
January 20, 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 WebBank/Fingerhut Advantage Credit Account.
Our records indicate on September 30, 2015 Ms. [redacted] purchased three Visual Land Prestige Elite 8" 16GB Android Tablets with Keyboard Cases. On January 3, 2016 Ms. [redacted] contacted Fingerhut stating her products are not working properly. While customer satisfaction if very important to us, we do require returns to be made in accordance with 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."
For all concerns with these products Ms. [redacted] will need to contact the manufacturer, Visual Land Inc., at [redacted].
We apologize for any inconvenience this may cause. Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
CONFIDENTIAL COMMUNICATION
March 16, 2016
# [redacted]
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Cir.
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 Advantage Credit Account.
Our investigation confirms that Ms. [redacted] purchased a MyHome Tall Wine Cabinet on August 22, 2013. On September 24, 2013, she contacted us regarding missing parts to the cabinet, and the phone agent sent a shipping label to her 'c[redacted]@yahoo.com' email so she could return the item.
However, we never received the return and did not hear from Ms. [redacted] until several months later when our Billing/Recovery Department made contact regarding her past due balance. By this time, the item could no longer be returned as the 180 day timeframe allowed by our return policy had already passed, and Ms. [redacted] resumed payments on it as of April 2014. She paid the balance in full with the final payment received on December 31, 2014.
We have received and responded to all of the disputes Ms. [redacted] filed with the credit bureaus regarding this matter and her Fingerhut account. The determination made for each was that we had reported her account accurately and no changes and/or deletion of the trade-line would be made.
On October 12, 2015, we received an email from Ms. [redacted] requesting that we close her account, and delete the associated credit reporting file. We replied on the same date that her account had been closed per her request. However, it was not closed due to an oversight on our part, for which we sincerely apologize. Her account was closed upon receipt of this inquiry.
In regards to her credit reporting, we maintain that her account was correctly reported to the bureaus and that it cannot be changed or deleted as we are required to furnish accurate reporting in accord with the Fair Credit Report Act.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION
March 23, 2016
Revdex.com of Minnesota
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 WebBank/Fingerhut Credit Account and related SafeLine Account Protection Plus plan (SafeLine Plus).
Our records show that Ms. [redacted] elected to enroll in SafeLine Plus on December 20, 2012 while completing an application for credit on the Fingerhut website. This is an optional debt-waiver plan offered by the issuer of the Fingerhut credit account; the monthly fee is $1.19 for every $100 of the credit account statement balance and is disclosed in the "fees" section of the customer's monthly statement.
Since early 2014, Ms. [redacted] has opened multiple separate benefit claims with SafeLine and its various categories of covered life events. While Ms. [redacted] does not specify any one claim in particular or a timeframe in which her credit reporting was affected, we received and reviewed all of SafeLine's records for Ms. [redacted]'s recent benefit claims. We found that, with each benefit, there was a common occurrence in which SafeLine received insufficient documentation back from Ms. [redacted], and they had to send additional correspondence and make additional attempts to receive the proper proof that was needed to approve the benefit.
Ms. [redacted] recently initiated claims for:
"Life Event - General" on November 23, 2015
"Life Event - Care for Spouse/Family Member" on January 8, 2016
"Life Event - Change of Primary Address" on January 8, 2016
"Life Event - Reduction in Work Hours" on January 16, 2016, and another
"Life Event - Care for Spouse/Family Member" on February 10, 2016.
For the first benefit claim, Ms. [redacted] returned documentation to SafeLine indicating she wanted to open a benefit for "college graduation". On December 16, 2015 a letter of benefit denial was sent because graduation from schooling is not a covered life event per the SafeLine contract terms. For the second benefit claim, Ms. [redacted] returned a completed application, but it did not include proof of expenses for her care of a sick spouse/family member. On January 20, 2016, SafeLine sent a letter requesting the missing information and stating that, without it, no benefits could be approved.
Her third benefit claim was approved, and she received one monthly benefit payment which posted to her account on January 19, 2016 for $75.51. This was the maximum number of benefits allowed for the "change of address" event type per SafeLine's contract terms. Her fourth benefit was also approved, on March 3, 2016--after Fingerhut waited for an extended period to receive additional documentation from Ms. [redacted]. She did meet the eligibility requirements for the "reduction in work hours" benefit. To date, this benefit has paid a total of $148.53 ($75.51 plus $73.02) to Ms. [redacted]'s account, which represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on March 3, 2016.
Ms. [redacted]'s fifth and latest benefit claim she initiated was approved on February 23, 2016 when SafeLine received documentation to substantiate her care for a sick spouse/family member. To date, this benefit also has paid a total of $148.53 ($75.51 plus $73.02) to her account, as it represented the current minimum payment due for the months of January and February 2016 during which time the event occurred. These two benefit payments posted to her account on February 23, 2016.
Please be advised that in all correspondence SafeLine sent Ms. [redacted], it was clearly stated that she remained responsible to make her monthly payments until she received notification from them that a claim was approved. However, when the above referenced benefit payments posted to her account due to her claims being approved, the late fees from January and February 2016 were credited as a result. These credits are reflecting on Ms. [redacted]'s statement dated March 7, 2016.
We reviewed the credit reporting of Ms. [redacted]'s account and maintain that it has been reported accurately.
We cannot revise any past reporting information to the credit bureaus for the reasons stated above, and because we are required by law (Fair Credit Report Act) to furnish accurate reporting.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/lg