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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s letter, he expresses concern regarding notifications received, stating that he had credit available for making purchases. He states that when he used this credit, Mr. [redacted] ended up going over his credit limit. Mr. [redacted] is claiming we sent false information regarding his open to buy and requested to have his account closed. After reviewing Mr. [redacted]’s account, we show an available credit of $237.81 was available on December 3, 2016. An order was placed by Mr. [redacted] for $189.94. Only the first item shipped on this order before another order was placed. When Mr. [redacted] placed the second order in the amount of $170.96 on December 8, 2016, he then had an available credit of $188.83. The price of the merchandise is deducted from the available credit as the items ship. If an item is not at a shipped status, it will not be deducted from the available credit. After all items shipped, the price of the merchandise was deducted, leaving a total balance due of $991.07. This is $91.07 over his credit limit of $900.00. As with any revolving credit account, it is the customer's responsibility to check how much available credit is available to them before making any purchases, including confirming if previously made purchases have yet posted to the account. Please note that per the terms and conditions of our credit accounts, while we do not charge overlimit fees, we may report an account as overlimit to the credit bureaus. Whether or not this type of report would negatively impact a person’s credit score is dependent upon that individual’s credit history. Mr. [redacted] may bring his balance down below his credit limit by making a payment that is larger than the minimum amount due on his billing statement. Upon researching Mr. [redacted]’s complaint, we have determined that the scheduled payment he has in place to make his monthly payment will no longer satisfy the minimum amount due. Mr. [redacted]’s payment schedule is set to make a payment of $46.99 on January 9, 2017. Due to these recent purchases, his new minimum payment due will be $59.99. Mr. [redacted] may update his payment schedule either by visiting our website, or by calling our customer service office at the number listed below. When Mr. [redacted] spoke to our representative on December 14, 2016, he requested his account be closed. Unfortunately, per our policy, we are unable to close a customer's account without proper verification and authorization, which the agent could not obtain in this instance, as Mr. [redacted] hung up before the agent could complete that action. Due to this, Mr. [redacted]’s account is still open. If he would like to still cancel the account, we recommend he call our Customer Service office at ###-###-#### between the hours of 8:00 A.M. and 8:00 P.M, Monday through Friday Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION August 12, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states her mother opened a WebBank/Fingerhut account in her name, made no payments and the account was sold to [redacted]. Ms. [redacted] states she paid [redacted] and has received written confirmation the bill is paid. Ms. [redacted] further states she contacted Fingerhut requesting that they update their website to show the bill was paid, but was told there was no documentation that would make Fingerhut update the website or her credit report. Ms. [redacted] also states she is not eligible for another Fingerhut account. Ms. [redacted] is requesting to have her Fingerhut account report as paid or to have it deleted from her credit report. According to our research, an application for credit was processed online May 5, 2014 in the name [redacted]. Ms. [redacted] was approved with a credit limit of $600.00. Three orders were placed on May 5, 2014, May 14, 2014 and May 19, 2014. The merchandise was shipped to the same address as provided on the application. No payments were received on this account. The account charged off on December 12, 2014 with an unpaid balance of $456.23. The account was sold to [redacted] on January 15, 2015 at which time Fingerhut reported the account to the credit bureaus as “Purchased by Another Lender” with a balance and past due of zero. If Ms. [redacted] logs onto Fingerhut.com to view her account, the account information is still visible as Ms. [redacted] has the right to review it. The balance of $456.23 is accurate as that was the balance at the time the account was sold. Because Ms. [redacted]’s account charged off and was sold, at this time, she is not eligible for another Fingerhut credit account. According to an account review on August 9, 2016, Equifax and Experian are reporting Ms. [redacted]’s account accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zero. A representative at Trans Union confirmed that they have deleted the Fingerhut trade line. 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 Ms. [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 Ms. [redacted] has further questions regarding her account, [redacted] can be reached directly at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Since contact finger hut has corrected the issues with my account
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 further inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit account. Ms. [redacted] states she ordered a master craft lawn mower, cordless electric grass trimmer, Bissell powerlifter power brush plus Bissell shampoo. She claims all four items were damaged, so she returned all of them before any payments were due. However, she has been told she owes Fingerhut for the Bissell and shampoo and late payments due to no payments made on these returned items. She is requesting the shampoo, Bissell power cleaner, and late fees be taken off her account. Our records indicate on May 28, 2016 an order was placed for Master Craft 21" High Wheel Gas Mower, Bissell PowerLifter PowerBrush 6.25-Amp Upright Deep Cleaner, Bissell 60-oz. Deep Clean Fiber Cleansing Solution, and Earthwise 12" Cordless Electric Grass Trimmer. Our records indicate the Master Craft 21" High Wheel Gas Mower was returned on June 15, 2016, a full credit for this item was issued the same day. The Earthwise 12" Cordless Electric Grass Trimmer was returned to us on June 22, 2016, a full credit was issued on the same day and the Bissell Powerlifter Power Brush 6.25-Amp Upright Deep Cleaner was received on June 30, 2016, a full credit was also issued on June 30, 2016. We have no record of receiving the Bissell 60-oz. Deep Clean Fiber Cleansing Solution. As a courtesy, we have credited $24.98 to her account, which was the cost of the cleansing solution and $27.00, the amount of the late fee applied to the account on June 27, 2016. In addition, we have credited $0.25 which was the amount of interest accrued from these charges. These credits will show on Ms. [redacted]’s next billing statement. The balance will be $393.96 with a minimum payment of $29.99 due August 1, 2016. As a reminder, Ms.[redacted] can call our Customer Service Team with any additional questions she may have, at ###-###-####, Monday-Friday 8 AM – 8PM, Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION July 29, 2016 Revdex.com of Minnesota ...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to a follow-up inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are an updated statement of account activity, the Terms and Conditions, and our response dated July 13, 2016. Mr. [redacted] states that he incurred a thirty day delinquency on his credit report because Fingerhut did not apply the automatic payments to his account as agreed. Mr. [redacted] is requesting that Fingerhut remove the late payment reporting from all three credit bureaus. Based on our research, the WebBank/Fingerhut credit account ending in [redacted] was opened online September 14, 2015 with Mr. [redacted]‘s personal identifiable information. An order was placed over the phone on December 18, 2015 for a Marcy 100-lb. ECO Weight Set and a Marcy Flat/Decline Bench with Dumbell Set. The merchandise was delivered via UPS to the address provided on the credit application. Our records indicate that the electronic payments of $29.99 made on December 25, 2015 and January 25, 2016 were received after the due date of the 24th and caused two $27.00 late fees to be assessed on Mr. [redacted]’ balance for the December 2015 and January 2016 billing cycles. Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date. On January 25, 2016, Mr. [redacted] paid the minimum payment of $29.99 with a Fingerhut representative and set up automatic payments for $29.99 per month beginning February 24, 2016 to April 24, 2017. When Mr. [redacted]’ account cycled on January 28, 2016, the balance increased the minimum payment to $34.99. On March 11, 2016, a Fingerhut representative recognized the $29.99 monthly payment did not satisfy the minimum payment due and advised Mr. [redacted] to set up automatic payments based on the minimum payment due option to rectify the situation. Mr. [redacted] refused. No further payment schedules were set up. An individual payment of $68.98 was received on April 24, 2016 to bring the account current. As stated in our response dated July 13, 2016, no further payments were received until we received a $116.97 payment on July 8, 2016 to bring the account current. This resulted in a thirty day late being reported to the credit bureaus. Based on our research, Fingerhut sent notifications to Mr. [redacted] regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, 2016 and June 29, 2016. As stated in our initial response, we credited a $37.00 late fee on July 13, 2016. As of July 29, 2016, Mr. [redacted]’s account is current with a balance of $430.68 and past due of $0.00, with a minimum payment of $29.99 due August 24, 2016. An account review on July 27, 2016 confirms Equifax and Experian, are accurately reporting the account with a 30 day delinquency for June 2016. TransUnion is reporting “Current” for the month of May 2016 and has not updated reporting for June 2016. 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 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 we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj Enclosures
CONFIDENTIAL COMMUNICATION April 11, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Based on our in depth review of Ms. [redacted]’s account, the last catalog Ms. [redacted] received that offered deferred payments was mailed to her in December 2015. The deferral offer from that catalog was for 3 months. Ms. [redacted] placed the order for the ladder on February 22, 2016. The offer for deferred payments is determined by the date the catalog is mailed not when the order is placed. The catalog mailed in December and the deferral expired in March. No catalog number was given at the time the order was placed. Please understand Customer Service is one of our top priorities. We advised Ms. [redacted] we would honor the deferral as a courtesy if Ms. [redacted] could provide us with the specific information needed for the deferral. Ms. [redacted]’s statement cycles every month on the 9th. The minimum payment that is required by the due date is reflected on her monthly billing statement. The minimum payment is calculated based on the balance on the account at the time the statement cycles. Our records indicate Ms. [redacted] is enrolled in e-statements. If Ms. [redacted] has any questions regarding the minimum payment due on her account or any other pertinent account information she may view her statement on-line by signing into her account on our website. On balances over $1400.00 the minimum payment is 5% of the overall account balance and may fluctuate based on credits, payments, returns, etc. As the overall balance decreases on the account the minimum monthly payment amount will also decrease. Since Ms. [redacted] did not allow the 24 hour timeframe needed to ensure the payment cancellation prior to making another payment, both payments were processed. As stated previously, as a courtesy to Ms. [redacted] we credited the fee for the returned check charge. It is our customer’s responsibility to ensure they are viewing their monthly billing statements and that the payment they are making satisfies at least the minimum payment that is required each month. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION May 26, 2017 Revdex.com of...
Minnesota �...⇄ 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 he enrolled in the SafeLine protection plan for his Fingerhut account, and “well over 7 weeks ago” he provided all required documentation for his disability claim. However, he states Fingerhut has not responded and continues to receive calls “at all hours and a minimum of 7 times each day.” Mr. [redacted] requests that the SafeLine agreement be honored. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
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
closet had to be defective for it to break shortly after I hung clothes on it. For fingerhut to offer me a 30 dollar coupon for my next purchase is an insult. Now that I know that they will sell defective merchandise and refuse to value their customers by rectifying the matter, I don't plan to continue doing business with them. I am closing my account. What they're saying is that even if I assemble the item as soon as I receive it from them and it breaks or malfunctions on the 31st day of purchase that's just too bad. I don't appreciate being offered a 30 dollar coupon to continue purchasing from fingerhut when I have a closet that I can't use. Fingerhut owes me a closet that doesn't have defective weak areas on the poles.
Initial Business Response /* (1000, 8, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 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 Ms. [redacted] purchased a ProForm Comfort Stride Elliptical on December 8, 2015. This was shipped directly from Fingerhut's vendor, and records show it was returned to shipper by the carrier as undeliverable. Unfortunately, we were not notified of this return by the vendor. As of January 27, 2016, the full purchase price of $619.99 was credited back to Ms. [redacted] account. We apologize for the delay in credit.
As a courtesy, on January 28, 2016 a late fee in the amount of $27.00 was waived from Ms. [redacted] account. The interest for the month of January in the amount of $24.62 was also waived on January 29, 2016. These credits will appear on her next printed statement.
Per Ms. [redacted] request her account was closed on January 29, 2016. The outstanding balance will continue to accrue interest and remains subject to the terms and conditions of the Agreement. Ms. [redacted] will not be able to use her account for any purchases, effective immediately. Ms. [redacted]'s current balance is $525.63. Her next minimum payment due of $69.99 is due by February 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2015/11/12) */
CONFIDENTIAL COMMUNICATION
November 12, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account. We have included the last three monthly statements and account activity.
Ms. [redacted] states that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also states that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further states that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have the any negative reporting from September and October removed.
According to our records the latest order placed on Ms. [redacted]'s account was on May 16, 2015, in an amount totaling $384.96
We have received several payments on Ms. [redacted]'s account from a Visa debit card ending 5254 showing the name of [redacted] Marie [redacted] and a checking account ending 2771. The last payment was received on October 27, 2015 for $20.00.
According to our records we did not receive the minimum monthly payment due of $46.99 by September 24, 2015. When Ms. [redacted]'s statement processed on September 28, 2015 it reflected a new minimum payment of $93.98 due by October 24, 2015. On October 16, 2015, Ms. [redacted] made a $50.00 payment which left a remaining balance of $43.98 due by October 24, 2015.
Our records indicate we were contacted by Ms. [redacted] on October 27, 2015 regarding the status of her account. She first spoke with a representative who advised her that a late fee could be credited to her balance if she made a payment of $43.98, which would bring her account current. In response Ms. [redacted] stated that she believed she only owed $17.98 asked to speak to a supervisor. The supervisor Ms. [redacted] spoke with credited the late fee of $26.00 as a courtesy.
As of November 12, 2015, Ms. [redacted]'s account is being reported with a balance of $557.06 with a past due of $23.98.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $70.97 is due by November 24, 2015.
Please note, late fees are applied and credited to the account balance and not the minimum payment due.
Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015.
If Ms. [redacted] is unable to make the full minimum payment due, her account may qualify for a payment plan.
Ms. [redacted] may contact our Billing Department at [redacted] to discuss payment options. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Standard Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a reiteration of my original complaint and does not address the conduct of the customer service/billing team or the fact that I was told one thing and another thing occurred.I am not satisfied with the given response.
Final Business Response /* (4000, 9, 2015/11/24) */
CONFIDENTIAL COMMUNICATION
November 23, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account.
In her original complaint Ms. [redacted] stated that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also stated that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further stated that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have any negative reporting from September and October removed.
In Ms. [redacted]'s response dated November 13, 2015, she states that Fingerhut did not address the conduct of the customer service/billing team or the fact that she was told one thing and another thing occurred.
According to a review of the call recording on October 27, 2015, a representative advised Ms. [redacted] that she could make a payment of $43.98 to bring the account current, and then the late fee could be credited to her balance. Ms. [redacted] stated that she believed she only owed 17.98 due to the $26.00 late fee. The representative advised Ms. [redacted] that late fees are only applied and credited to the account balance. Ms. [redacted] then asked to speak to a supervisor.
The supervisor credited the late fee of $26.00 as a courtesy and attempted to explain the impact of paying less than the minimum due. Ms. [redacted] indicated she made a $20.00 payment online and that she did not have additional money at this time. The supervisor stated the $26.00 late fee had been removed from the account balance.
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]'s expectations.
As stated in our response dated November 12, 2015, "Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015."
Based on the fact no further information was provided regarding your account, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Initial Business Response /* (1000, 6, 2015/06/26) */
CONFIDENTIAL COMMUNICATION
June 26, 2015
# [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 inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut FreshStart Account.
Our records indicate since November 19, 2011 there have been 46 orders placed on Mr. [redacted]'s account. All of these orders have been for men's shoes. There have been two orders that have shipped and both were delivered to the address Mr. [redacted] included in his inquiry. The remaining orders have all been cancelled. All of the orders except one have been placed on our website. The only email address that has been listed on this account is the same one Mr. [redacted] included in his inquiry.
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. On January 18, 2015 an order was placed for a pair of New Balance Men's 780 Running Shoes in Silver/Red size 12. At the time of the order being placed a down payment of $30.00 was requested per the terms and conditions of the Fingerhut FreshStart Account. The down payment was made through a checking account ending in 4319. Mr. [redacted]'s financial institution returned the payment to us because the bank account associated with the payment information that was provided to us at the time of the order was closed. The order shipped on January 26, 2015 and according to the tracking information was delivered on January 31, 2015 at 2:01 PM to Mr. [redacted]'s address.
We have also received recent payments on June 21, 2015 for $60.00, June 22, 2015 for $52.16, June 23, 2015 for $52.16 and on June 24, 2015 for $3.27. The payments were made using a checking account ending in 5156. We allow 10 days for the payment to clear through the financial institution.
In order for an investigation to be completed regarding the merchandise Mr. [redacted] states he did not order or receive our Credit Risk Department will require a police report to be filed and a copy of the report. Our records indicate Mr. [redacted] contacted our Customer Service Department multiple times on June 25, 2015 advising us that he has filed a police report however we were unable to obtain all the information required for our investigation. Mr. [redacted] spoke with a Supervisor and advised that he would be mailing a copy of the police report to us. Mr. [redacted] should allow 10 days for the report to be received. Our Credit Risk Department will contact Mr. [redacted] by mail once their investigation is complete. Until the investigation is completed no orders may be placed on the account.
We appreciate Mr. [redacted]'s patience while we researched his concerns and thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 8, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I ahve a police report in from of me
reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Chris told me the step stool was sent to me, I will call her in the morning to ask her the status of this shipment. I don't know what happened please write me tomorrow, thank you. [redacted]
Initial Business Response /* (1000, 5, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 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.
We take claims of unauthorized account activity very seriously and have reviewed Ms. [redacted]'s claim. The account matching Ms. [redacted]'s name and other personal information was referred to our Credit Risk Department for investigation who advised us that they were already in contact with Ms. [redacted] regarding the issue.
On January 29, 2016 a Credit Risk representative spoke with Ms. [redacted] and explained to her that the account had been marked as fraud and that an affidavit of unordered merchandise sent for her to complete and return to us for our records. Additionally, she was informed that a pre-paid return label was sent so she could return the merchandise at no expense to her. If the merchandise is not returned, Ms. [redacted] was correctly informed that we would require a police report to finalize the investigation and relieve her of the debt.
Our records indicate a total of three items were sent to Ms. [redacted]'s address: an Alcove Fast Dry 10-Piece Towel Set, an Origami Paper Kit, and a Miraclebody by Sandra D. Ankle Jean. She can return these items using the prepaid label that was sent to her.
Ms. [redacted] can fax the completed affidavit to [redacted], Attn: Credit Risk/Fraud. Once the affidavit and items are returned, we will finalize the investigation and notify Ms. [redacted] by mail of the outcome, including any corrective adjustments made to her credit files. She should allow up to 15 days from the date she sends back the merchandise and affidavit for this process to be completed.
We appreciate Ms. [redacted]'s ongoing patience and cooperation with our efforts to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION July 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’s states he would like a payment plan from Fingerhut. He claims his balance is higher than he thought it should be. He also states interest was being accrued while SafeLine was paying on his account. As we have stated previously, on December 23, 2015 SafeLine contacted Mr. [redacted] advising that proof is needed on a monthly basis for the payments to continue. On December 29, 2015 the benefit documents were received from Mr. [redacted]. On January 6, 2016 SafeLine reviewed the documents received from Mr. [redacted] and a payment in the amount of $179.97 was made for the months of October 2015, November 2015, and December 2015. Mr. [redacted] contacted SafeLine on March 22, 2016 requesting the benefit be closed so he could place additional orders. The benefit was closed per Mr. [redacted] request, however, he was unable to place any orders due to his account being closed. Mr. [redacted] may no longer provide additional proof for his Unemployment SafeLine benefit due to the amount of time that has passed since he closed his benefit. In the SafeLine policy it states, “Approved benefits will be retroactively applied to your account for up to ninety (90) days prior to the receipt of the Benefit Activation Application.” During the time SafeLine was active on the account interest was still being accrued per the terms and conditions Mr. [redacted] agreed to upon enrolling in SafeLine benefits. We have sent an itemized statement to Mr. [redacted] for his viewing. His balance after SafeLine made payments on January 13, 2016 was $808.11. Our records indicate five late fees were assessed to Mr. [redacted] account between February 13, 2016 and June 13, 2016. It is our policy to suspend late fees after three consecutive cycles of delinquency. We have issued a credit of two $37.00 late fees that were assessed to Mr. [redacted]’s account, he will see this credit on his next billing statement. Mr. [redacted] is responsible for payments on his Fingerhut Account. At this time the current balance on his account is $1,063.68. A minimum payment of $69.99 is due by July 9, 2016. At this time Mr. [redacted] account is not delinquent, however as a one-time an exception we will be able to offer him a payment plan. If Mr. [redacted] has any further questions regarding SafeLine, he may call SafeLine Customer Service at ###-###-#### Monday through Friday 7AM to 7PM or he may contact the Executive Care Team at ###-###-#### Monday through Friday 8AM to 5PM for information regarding a payment plan. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2015/08/14) */
CONFIDENTIAL COMMUNICATION
August 12, 2015
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] claims that he used a promotion code to take advantage of a discount offering no payments until November. Our records do not show that this promotion code was utilized when the NuWave Pro Infrared Oven with Digital Controls order was placed online on July 18th, 2015.
Records indicate the account was delinquent before this order was placed, meaning the customer had a previous balance he was responsible for as well as the amount for the new purchase. The delinquency caused late fees and an increased minimum due on the account. The available credit has also decreased, as a result.
The minimum amount due on the account is now $81.98, due by August 20th. Once this amount is paid, the account will be current and up to date.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did in fact use the promo code at checkout and it said "accepted". I would not have ordered otherwise moreover, the nuwave doesn't even work I put a tv dinner in there at full power HI setting for 8 minutes and it was still frozen, we ended up cooking it for 10 additional minutes in the stove. They are more than welcome to take there crappy newwave back and reimburse me the money for the warranty then. They are liars and it's not the first time we got something broke from them the tablet dell venue they gave my wife was broke it glitched on severall websites with black squares showing up blocking screen parts and the tablet would reset itself every 10 to 20 minutes or so so my wife got pissed when she was playing a game and it would reset. So we sent the tablet dell venue 8 to assurion and they fixed it and sent it back to us they said they had to replace the D.I. G. or something like that for the display in it. You can check into this too and see for yourself. They seem to sell defective or broken st and we are quite frankly tired of it and will not be shopping at fingerhut nomore. Order#:
[redacted]
Order date:
11/28/2014
SR Number: [redacted]
"Product Protection Team"
Thursday, January 29, 2015 12:39 PM
Your repair has been completed and we are shipping your tablet pc to the address below:
[redacted]
600 BLEVINS AVE
ELIZABETHTON, TN 37643
To keep track of your shipment, please wait 24 hours, then visit www.ups.com and enter your tracking number:
[redacted]
Remember, we're here to help.
If you have any questions or concerns about your claim, give us a call at [redacted].
Regards,
The Fingerhut Service Plan Team
Service by Asurion
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed an order and was supposed to receive free shipping, 30% off an item and a free nose trimmer but received none of these offers. Ms. [redacted]s states she contacted us by phone four times and no one assisted her with her concerns. When she asked to speak to a supervisor she was advised no supervisor was available and was offered a call back. Ms. [redacted]s states she never received a call back. She also indicates she sent several emails and received no response. When she received her items there were items she never ordered, and she did not receive the items she did order. Ms. [redacted]s states she contacted Customer Service again by phone and that the agent she spoke to said he did not care that she was upset or that she received the incorrect items. When she asked to speak to a supervisor regarding the agent and asked for the agents’ name, the agent transferred her back to Customer Service and after an hour of hold time she received no answer. Ms. [redacted]s is requesting credit for the shipping and handling charges, the 30% discount and credit for the items she did not receive. Ms. [redacted]s would also like her account closed. Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she used her catalog number which offered a Free Gift. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. Customer Service is among our top priorities and in order for us to completely resolve Ms. [redacted]s’ concerns we need further information. Since Ms. [redacted]s has requested a full refund she may promptly return the items she received for full credit. She may use the postage paid labels that accompanied the order or she may print them directly from our website for her convenience by visiting our Returns Center at www.fingerhut.com. We have closed Ms. [redacted]s account per her request and no additional orders may be placed using her Fingerhut Credit Account. If Ms. [redacted]s has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/07/23) */
CONFIDENTIAL COMMUNICATION
July 23, 2015
# [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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records support that order number [redacted] was placed on Ms. [redacted]'s account on April 24, 2015 for a Garmin Nuvi 7-inch GPS with Free Lifetime Maps.
The account is noted that Ms. [redacted] telephoned on May 10, 2015 first notifying that she did not receive the GPS. The phone agent referred the matter so that, on the following day, an affidavit of merchandise not received was sent to Ms. [redacted]'s address on file of [redacted]., South Chesterfield, VA 23803.
Ms. [redacted] again contacted us via email on May 30, 2015 stating she did not receive the item and requested her account be credited. Although the email did not reference the earlier affidavit we had sent, the agent replied to the email on June 2, 2015 that another affidavit was being sent. Ms. [redacted] was also advised to "please allow 10-15 days from the day you mail the completed affidavit back for us to investigate what happened."
To date, we have no record of receiving Ms. [redacted]'s completed affidavit. Please understand we will not be able to resolve Ms. [redacted]'s missing merchandise claim until a completed form is returned, as required by our policy. For this reason, we sent another affidavit on July 22, 2015 to Ms. [redacted]'s address referenced above. To expedite, she should fax the completed affidavit to [redacted], Attn: Andy or send regular mail to [redacted] St. Cloud, MN 56303. Once received, we will further investigate this matter.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION April 18, 2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ CONFIDENTIAL COMMUNICATIONApril 18, 2016 #[redacted]Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely,Vi [redacted]Executive Care TeamVF/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 Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the order she placed with Fingerhut in December was returned. She states she has made payments until March 2016 and is now being reported late to the credit bureaus. She would like the amount of the return refunded and her credit report to reflect this information. Our records indicate Ms. [redacted] purchased a Bearpaw Women’s Emma 10" Boot on December 8, 2015. She also purchased an Ultra Violet Chenille Bean Bag Chair on December 10, 2015. Our records indicate that the communication we received from Ms. [redacted] regarding these two items were not about returning the items. On December 8, 2015, she emailed us with a question about a promo code. On December 9, 2015, she chatted with one of our agents to ask about a product that she had ordered, but was canceled due to no inventory. There are no records regarding her stating she would return either of those items, and there are no notes indicating the bean bag chair had a hole in it. At this time we have not received either of the products as a return from Ms. [redacted]. Ms. [redacted] will be unable to return the merchandise as we require returns and exchanges 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 nonrefundable. 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. The last payment we received from Ms. [redacted] was on March 3, 2016 in the amount of $20.99. At this time her current balance is $369.21. A minimum payment of $152.94 is due by September 3, 2016. To make payment arrangements Ms. [redacted] may contact our Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION December 29,...
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Mr. [redacted]’s letter, he expresses concern regarding notifications received, stating that he had credit available for making purchases. He states that when he used this credit, Mr. [redacted] ended up going over his credit limit. Mr. [redacted] is claiming we sent false information regarding his open to buy and requested to have his account closed. After reviewing Mr. [redacted]’s account, we show an available credit of $237.81 was available on December 3, 2016. An order was placed by Mr. [redacted] for $189.94. Only the first item shipped on this order before another order was placed. When Mr. [redacted] placed the second order in the amount of $170.96 on December 8, 2016, he then had an available credit of $188.83. The price of the merchandise is deducted from the available credit as the items ship. If an item is not at a shipped status, it will not be deducted from the available credit. After all items shipped, the price of the merchandise was deducted, leaving a total balance due of $991.07. This is $91.07 over his credit limit of $900.00. As with any revolving credit account, it is the customer's responsibility to check how much available credit is available to them before making any purchases, including confirming if previously made purchases have yet posted to the account. Please note that per the terms and conditions of our credit accounts, while we do not charge overlimit fees, we may report an account as overlimit to the credit bureaus. Whether or not this type of report would negatively impact a person’s credit score is dependent upon that individual’s credit history. Mr. [redacted] may bring his balance down below his credit limit by making a payment that is larger than the minimum amount due on his billing statement. Upon researching Mr. [redacted]’s complaint, we have determined that the scheduled payment he has in place to make his monthly payment will no longer satisfy the minimum amount due. Mr. [redacted]’s payment schedule is set to make a payment of $46.99 on January 9, 2017. Due to these recent purchases, his new minimum payment due will be $59.99. Mr. [redacted] may update his payment schedule either by visiting our website, or by calling our customer service office at the number listed below. When Mr. [redacted] spoke to our representative on December 14, 2016, he requested his account be closed. Unfortunately, per our policy, we are unable to close a customer's account without proper verification and authorization, which the agent could not obtain in this instance, as Mr. [redacted] hung up before the agent could complete that action. Due to this, Mr. [redacted]’s account is still open. If he would like to still cancel the account, we recommend he call our Customer Service office at ###-###-#### between the hours of 8:00 A.M. and 8:00 P.M, Monday through Friday Central Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION August 12, 2016 Revdex.com of...
Minnesota �...⇄ Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Credit Account. Ms. [redacted] states her mother opened a WebBank/Fingerhut account in her name, made no payments and the account was sold to [redacted]. Ms. [redacted] states she paid [redacted] and has received written confirmation the bill is paid. Ms. [redacted] further states she contacted Fingerhut requesting that they update their website to show the bill was paid, but was told there was no documentation that would make Fingerhut update the website or her credit report. Ms. [redacted] also states she is not eligible for another Fingerhut account. Ms. [redacted] is requesting to have her Fingerhut account report as paid or to have it deleted from her credit report. According to our research, an application for credit was processed online May 5, 2014 in the name [redacted]. Ms. [redacted] was approved with a credit limit of $600.00. Three orders were placed on May 5, 2014, May 14, 2014 and May 19, 2014. The merchandise was shipped to the same address as provided on the application. No payments were received on this account. The account charged off on December 12, 2014 with an unpaid balance of $456.23. The account was sold to [redacted] on January 15, 2015 at which time Fingerhut reported the account to the credit bureaus as “Purchased by Another Lender” with a balance and past due of zero. If Ms. [redacted] logs onto Fingerhut.com to view her account, the account information is still visible as Ms. [redacted] has the right to review it. The balance of $456.23 is accurate as that was the balance at the time the account was sold. Because Ms. [redacted]’s account charged off and was sold, at this time, she is not eligible for another Fingerhut credit account. According to an account review on August 9, 2016, Equifax and Experian are reporting Ms. [redacted]’s account accurately as Purchased by Another Lender or Transfer/Sold with a balance and past due of zero. A representative at Trans Union confirmed that they have deleted the Fingerhut trade line. 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 Ms. [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 Ms. [redacted] has further questions regarding her account, [redacted] can be reached directly at ###-###-####. Thank you for allowing us to assist and explain. Sincerely, Kari [redacted] Executive Care Team KD/lg
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.Since contact finger hut has corrected the issues with my account
CONFIDENTIAL COMMUNICATION July 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut Advantage Credit account. Ms. [redacted] states she ordered a master craft lawn mower, cordless electric grass trimmer, Bissell powerlifter power brush plus Bissell shampoo. She claims all four items were damaged, so she returned all of them before any payments were due. However, she has been told she owes Fingerhut for the Bissell and shampoo and late payments due to no payments made on these returned items. She is requesting the shampoo, Bissell power cleaner, and late fees be taken off her account. Our records indicate on May 28, 2016 an order was placed for Master Craft 21" High Wheel Gas Mower, Bissell PowerLifter PowerBrush 6.25-Amp Upright Deep Cleaner, Bissell 60-oz. Deep Clean Fiber Cleansing Solution, and Earthwise 12" Cordless Electric Grass Trimmer. Our records indicate the Master Craft 21" High Wheel Gas Mower was returned on June 15, 2016, a full credit for this item was issued the same day. The Earthwise 12" Cordless Electric Grass Trimmer was returned to us on June 22, 2016, a full credit was issued on the same day and the Bissell Powerlifter Power Brush 6.25-Amp Upright Deep Cleaner was received on June 30, 2016, a full credit was also issued on June 30, 2016. We have no record of receiving the Bissell 60-oz. Deep Clean Fiber Cleansing Solution. As a courtesy, we have credited $24.98 to her account, which was the cost of the cleansing solution and $27.00, the amount of the late fee applied to the account on June 27, 2016. In addition, we have credited $0.25 which was the amount of interest accrued from these charges. These credits will show on Ms. [redacted]’s next billing statement. The balance will be $393.96 with a minimum payment of $29.99 due August 1, 2016. As a reminder, Ms.[redacted] can call our Customer Service Team with any additional questions she may have, at ###-###-####, Monday-Friday 8 AM – 8PM, Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/jm
CONFIDENTIAL COMMUNICATION July 29, 2016 Revdex.com of Minnesota ...⇄ #[redacted] Attn: [redacted] 220 S. River Ridge Circle Burnsville, MN 55337 Re: [redacted] Case #: [redacted] Dear Ms. [redacted], We are writing in response to a follow-up inquiry received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Credit Account. Enclosed are an updated statement of account activity, the Terms and Conditions, and our response dated July 13, 2016. Mr. [redacted] states that he incurred a thirty day delinquency on his credit report because Fingerhut did not apply the automatic payments to his account as agreed. Mr. [redacted] is requesting that Fingerhut remove the late payment reporting from all three credit bureaus. Based on our research, the WebBank/Fingerhut credit account ending in [redacted] was opened online September 14, 2015 with Mr. [redacted]‘s personal identifiable information. An order was placed over the phone on December 18, 2015 for a Marcy 100-lb. ECO Weight Set and a Marcy Flat/Decline Bench with Dumbell Set. The merchandise was delivered via UPS to the address provided on the credit application. Our records indicate that the electronic payments of $29.99 made on December 25, 2015 and January 25, 2016 were received after the due date of the 24th and caused two $27.00 late fees to be assessed on Mr. [redacted]’ balance for the December 2015 and January 2016 billing cycles. Please note that when a payment is not received by the due date, the minimum monthly payment amount due the next month will be higher and will continue to be higher until the correct minimum amount due is received. Additionally, we may charge a late fee and interest charges will accrue on the balance owed. Our Payment Department may phone our customers with payment reminders when a payment is not received by the due date. On January 25, 2016, Mr. [redacted] paid the minimum payment of $29.99 with a Fingerhut representative and set up automatic payments for $29.99 per month beginning February 24, 2016 to April 24, 2017. When Mr. [redacted]’ account cycled on January 28, 2016, the balance increased the minimum payment to $34.99. On March 11, 2016, a Fingerhut representative recognized the $29.99 monthly payment did not satisfy the minimum payment due and advised Mr. [redacted] to set up automatic payments based on the minimum payment due option to rectify the situation. Mr. [redacted] refused. No further payment schedules were set up. An individual payment of $68.98 was received on April 24, 2016 to bring the account current. As stated in our response dated July 13, 2016, no further payments were received until we received a $116.97 payment on July 8, 2016 to bring the account current. This resulted in a thirty day late being reported to the credit bureaus. Based on our research, Fingerhut sent notifications to Mr. [redacted] regarding the past due status of the account on April 8, 13, 18, 2016, June 8, 13, 18, 2016 and June 29, 2016. As stated in our initial response, we credited a $37.00 late fee on July 13, 2016. As of July 29, 2016, Mr. [redacted]’s account is current with a balance of $430.68 and past due of $0.00, with a minimum payment of $29.99 due August 24, 2016. An account review on July 27, 2016 confirms Equifax and Experian, are accurately reporting the account with a 30 day delinquency for June 2016. TransUnion is reporting “Current” for the month of May 2016 and has not updated reporting for June 2016. 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 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 we can be of further assistance, please contact our Customer Service Department at ###-###-#### Monday through Friday 8am to 8pm Central Standard Time. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sjj Enclosures
CONFIDENTIAL COMMUNICATION April 11, 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 further inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Based on our in depth review of Ms. [redacted]’s account, the last catalog Ms. [redacted] received that offered deferred payments was mailed to her in December 2015. The deferral offer from that catalog was for 3 months. Ms. [redacted] placed the order for the ladder on February 22, 2016. The offer for deferred payments is determined by the date the catalog is mailed not when the order is placed. The catalog mailed in December and the deferral expired in March. No catalog number was given at the time the order was placed. Please understand Customer Service is one of our top priorities. We advised Ms. [redacted] we would honor the deferral as a courtesy if Ms. [redacted] could provide us with the specific information needed for the deferral. Ms. [redacted]’s statement cycles every month on the 9th. The minimum payment that is required by the due date is reflected on her monthly billing statement. The minimum payment is calculated based on the balance on the account at the time the statement cycles. Our records indicate Ms. [redacted] is enrolled in e-statements. If Ms. [redacted] has any questions regarding the minimum payment due on her account or any other pertinent account information she may view her statement on-line by signing into her account on our website. On balances over $1400.00 the minimum payment is 5% of the overall account balance and may fluctuate based on credits, payments, returns, etc. As the overall balance decreases on the account the minimum monthly payment amount will also decrease. Since Ms. [redacted] did not allow the 24 hour timeframe needed to ensure the payment cancellation prior to making another payment, both payments were processed. As stated previously, as a courtesy to Ms. [redacted] we credited the fee for the returned check charge. It is our customer’s responsibility to ensure they are viewing their monthly billing statements and that the payment they are making satisfies at least the minimum payment that is required each month. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
CONFIDENTIAL COMMUNICATION May 26, 2017 Revdex.com of...
Minnesota �...⇄ 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 he enrolled in the SafeLine protection plan for his Fingerhut account, and “well over 7 weeks ago” he provided all required documentation for his disability claim. However, he states Fingerhut has not responded and continues to receive calls “at all hours and a minimum of 7 times each day.” Mr. [redacted] requests that the SafeLine agreement be honored. Please see the full details provided in the attached letter. Sincerely, Vi [redacted]Executive Care Team VF/ah
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
I am rejecting this response because:
The...
closet had to be defective for it to break shortly after I hung clothes on it. For fingerhut to offer me a 30 dollar coupon for my next purchase is an insult. Now that I know that they will sell defective merchandise and refuse to value their customers by rectifying the matter, I don't plan to continue doing business with them. I am closing my account. What they're saying is that even if I assemble the item as soon as I receive it from them and it breaks or malfunctions on the 31st day of purchase that's just too bad. I don't appreciate being offered a 30 dollar coupon to continue purchasing from fingerhut when I have a closet that I can't use. Fingerhut owes me a closet that doesn't have defective weak areas on the poles.
Initial Business Response /* (1000, 8, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 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 Ms. [redacted] purchased a ProForm Comfort Stride Elliptical on December 8, 2015. This was shipped directly from Fingerhut's vendor, and records show it was returned to shipper by the carrier as undeliverable. Unfortunately, we were not notified of this return by the vendor. As of January 27, 2016, the full purchase price of $619.99 was credited back to Ms. [redacted] account. We apologize for the delay in credit.
As a courtesy, on January 28, 2016 a late fee in the amount of $27.00 was waived from Ms. [redacted] account. The interest for the month of January in the amount of $24.62 was also waived on January 29, 2016. These credits will appear on her next printed statement.
Per Ms. [redacted] request her account was closed on January 29, 2016. The outstanding balance will continue to accrue interest and remains subject to the terms and conditions of the Agreement. Ms. [redacted] will not be able to use her account for any purchases, effective immediately. Ms. [redacted]'s current balance is $525.63. Her next minimum payment due of $69.99 is due by February 13, 2016.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/KS
Initial Business Response /* (1000, 5, 2015/11/12) */
CONFIDENTIAL COMMUNICATION
November 12, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #:...
[redacted]
Dear Ms. [redacted],
I am writing in response to an inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account. We have included the last three monthly statements and account activity.
Ms. [redacted] states that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also states that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further states that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have the any negative reporting from September and October removed.
According to our records the latest order placed on Ms. [redacted]'s account was on May 16, 2015, in an amount totaling $384.96
We have received several payments on Ms. [redacted]'s account from a Visa debit card ending 5254 showing the name of [redacted] Marie [redacted] and a checking account ending 2771. The last payment was received on October 27, 2015 for $20.00.
According to our records we did not receive the minimum monthly payment due of $46.99 by September 24, 2015. When Ms. [redacted]'s statement processed on September 28, 2015 it reflected a new minimum payment of $93.98 due by October 24, 2015. On October 16, 2015, Ms. [redacted] made a $50.00 payment which left a remaining balance of $43.98 due by October 24, 2015.
Our records indicate we were contacted by Ms. [redacted] on October 27, 2015 regarding the status of her account. She first spoke with a representative who advised her that a late fee could be credited to her balance if she made a payment of $43.98, which would bring her account current. In response Ms. [redacted] stated that she believed she only owed $17.98 asked to speak to a supervisor. The supervisor Ms. [redacted] spoke with credited the late fee of $26.00 as a courtesy.
As of November 12, 2015, Ms. [redacted]'s account is being reported with a balance of $557.06 with a past due of $23.98.
To avoid additional late fees, collection activity and potentially negative reporting to the credit bureaus, a minimum payment of $70.97 is due by November 24, 2015.
Please note, late fees are applied and credited to the account balance and not the minimum payment due.
Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015.
If Ms. [redacted] is unable to make the full minimum payment due, her account may qualify for a payment plan.
Ms. [redacted] may contact our Billing Department at [redacted] to discuss payment options. Their hours are 7:00am to 9:00pm Monday through Thursday; 7:00am to 6:00pm Friday; and 7:00am to noon Saturday Central Standard Time.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Enclosures
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a reiteration of my original complaint and does not address the conduct of the customer service/billing team or the fact that I was told one thing and another thing occurred.I am not satisfied with the given response.
Final Business Response /* (4000, 9, 2015/11/24) */
CONFIDENTIAL COMMUNICATION
November 23, 2015
Revdex.com of Minnesota
Attn: [redacted]
220 S. River Ridge Circle
Burnsville, MN 55337
Re: Ms. [redacted]
Case #: [redacted]
Dear Ms. [redacted],
I am writing in response to a second inquiry received from your office on behalf of Ms. [redacted] regarding her WebBank/Fingerhut credit account.
In her original complaint Ms. [redacted] stated that she contacted Fingerhut on October 27th, 2015 to rectify a past due balance for September and October. She also stated that she requested a manager as the representative would not waive the late fee until the balance due of 46.99 was paid. She further stated that had she been aware late fees only applied to the balance and not the payment due she would have paid the balance due of $46.99. Ms. [redacted]'s desired resolution is to have any negative reporting from September and October removed.
In Ms. [redacted]'s response dated November 13, 2015, she states that Fingerhut did not address the conduct of the customer service/billing team or the fact that she was told one thing and another thing occurred.
According to a review of the call recording on October 27, 2015, a representative advised Ms. [redacted] that she could make a payment of $43.98 to bring the account current, and then the late fee could be credited to her balance. Ms. [redacted] stated that she believed she only owed 17.98 due to the $26.00 late fee. The representative advised Ms. [redacted] that late fees are only applied and credited to the account balance. Ms. [redacted] then asked to speak to a supervisor.
The supervisor credited the late fee of $26.00 as a courtesy and attempted to explain the impact of paying less than the minimum due. Ms. [redacted] indicated she made a $20.00 payment online and that she did not have additional money at this time. The supervisor stated the $26.00 late fee had been removed from the account balance.
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]'s expectations.
As stated in our response dated November 12, 2015, "Our records further indicate that Ms. [redacted]'s account is reporting accurately as "current/pays as agreed" for September and October 2015."
Based on the fact no further information was provided regarding your account, we consider this matter closed.
Thank you for allowing us to explain.
Sincerely,
Kari [redacted]
Executive Care Team
KD/sa
Initial Business Response /* (1000, 6, 2015/06/26) */
CONFIDENTIAL COMMUNICATION
June 26, 2015
# [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 inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut FreshStart Account.
Our records indicate since November 19, 2011 there have been 46 orders placed on Mr. [redacted]'s account. All of these orders have been for men's shoes. There have been two orders that have shipped and both were delivered to the address Mr. [redacted] included in his inquiry. The remaining orders have all been cancelled. All of the orders except one have been placed on our website. The only email address that has been listed on this account is the same one Mr. [redacted] included in his inquiry.
Unauthorized account registration and activity is a serious matter, and we have certain procedures in place to assist those making this claim. On January 18, 2015 an order was placed for a pair of New Balance Men's 780 Running Shoes in Silver/Red size 12. At the time of the order being placed a down payment of $30.00 was requested per the terms and conditions of the Fingerhut FreshStart Account. The down payment was made through a checking account ending in 4319. Mr. [redacted]'s financial institution returned the payment to us because the bank account associated with the payment information that was provided to us at the time of the order was closed. The order shipped on January 26, 2015 and according to the tracking information was delivered on January 31, 2015 at 2:01 PM to Mr. [redacted]'s address.
We have also received recent payments on June 21, 2015 for $60.00, June 22, 2015 for $52.16, June 23, 2015 for $52.16 and on June 24, 2015 for $3.27. The payments were made using a checking account ending in 5156. We allow 10 days for the payment to clear through the financial institution.
In order for an investigation to be completed regarding the merchandise Mr. [redacted] states he did not order or receive our Credit Risk Department will require a police report to be filed and a copy of the report. Our records indicate Mr. [redacted] contacted our Customer Service Department multiple times on June 25, 2015 advising us that he has filed a police report however we were unable to obtain all the information required for our investigation. Mr. [redacted] spoke with a Supervisor and advised that he would be mailing a copy of the police report to us. Mr. [redacted] should allow 10 days for the report to be received. Our Credit Risk Department will contact Mr. [redacted] by mail once their investigation is complete. Until the investigation is completed no orders may be placed on the account.
We appreciate Mr. [redacted]'s patience while we researched his concerns and thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
Initial Consumer Rebuttal /* (2000, 8, 2015/06/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I ahve a police report in from of me
Revdex.com:
I have...
reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Chris told me the step stool was sent to me, I will call her in the morning to ask her the status of this shipment. I don't know what happened please write me tomorrow, thank you. [redacted]
Initial Business Response /* (1000, 5, 2016/02/04) */
CONFIDENTIAL COMMUNICATION
February 4, 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.
We take claims of unauthorized account activity very seriously and have reviewed Ms. [redacted]'s claim. The account matching Ms. [redacted]'s name and other personal information was referred to our Credit Risk Department for investigation who advised us that they were already in contact with Ms. [redacted] regarding the issue.
On January 29, 2016 a Credit Risk representative spoke with Ms. [redacted] and explained to her that the account had been marked as fraud and that an affidavit of unordered merchandise sent for her to complete and return to us for our records. Additionally, she was informed that a pre-paid return label was sent so she could return the merchandise at no expense to her. If the merchandise is not returned, Ms. [redacted] was correctly informed that we would require a police report to finalize the investigation and relieve her of the debt.
Our records indicate a total of three items were sent to Ms. [redacted]'s address: an Alcove Fast Dry 10-Piece Towel Set, an Origami Paper Kit, and a Miraclebody by Sandra D. Ankle Jean. She can return these items using the prepaid label that was sent to her.
Ms. [redacted] can fax the completed affidavit to [redacted], Attn: Credit Risk/Fraud. Once the affidavit and items are returned, we will finalize the investigation and notify Ms. [redacted] by mail of the outcome, including any corrective adjustments made to her credit files. She should allow up to 15 days from the date she sends back the merchandise and affidavit for this process to be completed.
We appreciate Ms. [redacted]'s ongoing patience and cooperation with our efforts to resolve this matter.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION July 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 further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Mr. [redacted]’s states he would like a payment plan from Fingerhut. He claims his balance is higher than he thought it should be. He also states interest was being accrued while SafeLine was paying on his account. As we have stated previously, on December 23, 2015 SafeLine contacted Mr. [redacted] advising that proof is needed on a monthly basis for the payments to continue. On December 29, 2015 the benefit documents were received from Mr. [redacted]. On January 6, 2016 SafeLine reviewed the documents received from Mr. [redacted] and a payment in the amount of $179.97 was made for the months of October 2015, November 2015, and December 2015. Mr. [redacted] contacted SafeLine on March 22, 2016 requesting the benefit be closed so he could place additional orders. The benefit was closed per Mr. [redacted] request, however, he was unable to place any orders due to his account being closed. Mr. [redacted] may no longer provide additional proof for his Unemployment SafeLine benefit due to the amount of time that has passed since he closed his benefit. In the SafeLine policy it states, “Approved benefits will be retroactively applied to your account for up to ninety (90) days prior to the receipt of the Benefit Activation Application.” During the time SafeLine was active on the account interest was still being accrued per the terms and conditions Mr. [redacted] agreed to upon enrolling in SafeLine benefits. We have sent an itemized statement to Mr. [redacted] for his viewing. His balance after SafeLine made payments on January 13, 2016 was $808.11. Our records indicate five late fees were assessed to Mr. [redacted] account between February 13, 2016 and June 13, 2016. It is our policy to suspend late fees after three consecutive cycles of delinquency. We have issued a credit of two $37.00 late fees that were assessed to Mr. [redacted]’s account, he will see this credit on his next billing statement. Mr. [redacted] is responsible for payments on his Fingerhut Account. At this time the current balance on his account is $1,063.68. A minimum payment of $69.99 is due by July 9, 2016. At this time Mr. [redacted] account is not delinquent, however as a one-time an exception we will be able to offer him a payment plan. If Mr. [redacted] has any further questions regarding SafeLine, he may call SafeLine Customer Service at ###-###-#### Monday through Friday 7AM to 7PM or he may contact the Executive Care Team at ###-###-#### Monday through Friday 8AM to 5PM for information regarding a payment plan. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
Initial Business Response /* (1000, 5, 2015/08/14) */
t and we are quite frankly tired of it and will not be shopping at fingerhut nomore. Order#:
CONFIDENTIAL COMMUNICATION
August 12, 2015
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 Mr. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Mr. [redacted] claims that he used a promotion code to take advantage of a discount offering no payments until November. Our records do not show that this promotion code was utilized when the NuWave Pro Infrared Oven with Digital Controls order was placed online on July 18th, 2015.
Records indicate the account was delinquent before this order was placed, meaning the customer had a previous balance he was responsible for as well as the amount for the new purchase. The delinquency caused late fees and an increased minimum due on the account. The available credit has also decreased, as a result.
The minimum amount due on the account is now $81.98, due by August 20th. Once this amount is paid, the account will be current and up to date.
Thank you for allowing us to explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/jm
Initial Consumer Rebuttal /* (3000, 7, 2015/08/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did in fact use the promo code at checkout and it said "accepted". I would not have ordered otherwise moreover, the nuwave doesn't even work I put a tv dinner in there at full power HI setting for 8 minutes and it was still frozen, we ended up cooking it for 10 additional minutes in the stove. They are more than welcome to take there crappy newwave back and reimburse me the money for the warranty then. They are liars and it's not the first time we got something broke from them the tablet dell venue they gave my wife was broke it glitched on severall websites with black squares showing up blocking screen parts and the tablet would reset itself every 10 to 20 minutes or so so my wife got pissed when she was playing a game and it would reset. So we sent the tablet dell venue 8 to assurion and they fixed it and sent it back to us they said they had to replace the D.I. G. or something like that for the display in it. You can check into this too and see for yourself. They seem to sell defective or broken s
[redacted]
Order date:
11/28/2014
SR Number: [redacted]
"Product Protection Team"
Thursday, January 29, 2015 12:39 PM
Your repair has been completed and we are shipping your tablet pc to the address below:
[redacted]
600 BLEVINS AVE
ELIZABETHTON, TN 37643
To keep track of your shipment, please wait 24 hours, then visit www.ups.com and enter your tracking number:
[redacted]
Remember, we're here to help.
If you have any questions or concerns about your claim, give us a call at [redacted].
Regards,
The Fingerhut Service Plan Team
Service by Asurion
CONFIDENTIAL COMMUNICATION January 10, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted]s, [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted]s regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted]s indicates she placed an order and was supposed to receive free shipping, 30% off an item and a free nose trimmer but received none of these offers. Ms. [redacted]s states she contacted us by phone four times and no one assisted her with her concerns. When she asked to speak to a supervisor she was advised no supervisor was available and was offered a call back. Ms. [redacted]s states she never received a call back. She also indicates she sent several emails and received no response. When she received her items there were items she never ordered, and she did not receive the items she did order. Ms. [redacted]s states she contacted Customer Service again by phone and that the agent she spoke to said he did not care that she was upset or that she received the incorrect items. When she asked to speak to a supervisor regarding the agent and asked for the agents’ name, the agent transferred her back to Customer Service and after an hour of hold time she received no answer. Ms. [redacted]s is requesting credit for the shipping and handling charges, the 30% discount and credit for the items she did not receive. Ms. [redacted]s would also like her account closed. Our records indicate Ms. [redacted]s placed her order on our website on December 13, 2016 for a 23 piece Hair Trim Set w/Clipper, 10K Gold Diamond Accent Flip Flop Pendant, Open Toe Support-Magnetic Black Compression Sock, Smart Watch w/Activity Tracker and a Leg Massager for a total of $402.99 including tax and shipping and handling. When Ms. [redacted]s placed her order she used her catalog number which offered a Free Gift. Please understand, per the details for each promotion code, only one promotion code may be used per order. The promotion code “wedeliver” Ms. [redacted]s provided was only valid from December 10, 2016 - December 12, 2016 and had already expired at the time she placed her order. As such, we cannot credit the shipping and handling for her order. Ms. [redacted]s ordered two items that were valid under the Health and Beauty 30% off promotion. This promotion was a “Buy one-get one at 30% off” and we have issued a credit to her order in the amount of $4.84 as a courtesy for this offer. Per the catalog Ms. [redacted]s received a free nose trimmer was offered with the purchase of any shaver or trimmer. In order to receive the free nose trimmer the catalog instructed to add item number NBMEN to the cart to the receive the free nose trimmer, and further indicated if the hair trimmer or shaver was returned, the nose trimmer would be billed to the account for $14.99. We have sent the nose trimmer to Ms. [redacted]s at no cost. Please allow 7-10 days from the date of this letter to receive the nose trimmer. In regards to Ms. [redacted]s’ concerns regarding her phone calls to us, we only have record of one phone call to our Customer Service Department. As part of our in depth review of Ms. [redacted]s’ inquiry, we reviewed the call recording from that date. We found no evidence that the agent advised Ms. [redacted]s that they did not care she was upset or received the incorrect items. Ms. [redacted]s did request to speak with a supervisor during this call and the agent advised that the supervisor was not available at the time to speak to but offered her a call back from the supervisor. Ms. [redacted]s refused the offer of a call back and again requested to speak with a supervisor. The agent advised Ms. [redacted]s that she would attempt to locate a supervisor to speak with her. The agent placed her on hold and when the agent came back to the line she advised a supervisor was not available. Ms. [redacted]s then advised the agent she no longer wanted to speak with her and requested the agent’s information, the supervisor/manager’s information and advised the agent to transfer her to someone else. The agent transferred Ms. [redacted]s to the supervisor line to leave a message for a supervisor call back. We have no record of a supervisor contacting Ms. [redacted]s as a follow up to her request. We sincerely apologize for this oversight on our part. We also received several emails from Ms. [redacted]s. Please understand, while we attempt to provide as much information as possible through reply emails, there are certain situations that require a customer to call Customer Service so we may assist them with their concerns. We have reviewed the emails we received and have no information as to which items Ms. [redacted]s did not receive or which items were sent to her in error. Ms. [redacted]s has requested a refund for her entire order but without us having adequate information we cannot issue a credit on her account. Customer Service is among our top priorities and in order for us to completely resolve Ms. [redacted]s’ concerns we need further information. Since Ms. [redacted]s has requested a full refund she may promptly return the items she received for full credit. She may use the postage paid labels that accompanied the order or she may print them directly from our website for her convenience by visiting our Returns Center at www.fingerhut.com. We have closed Ms. [redacted]s account per her request and no additional orders may be placed using her Fingerhut Credit Account. If Ms. [redacted]s has further questions she may contact Customer Service at ###-###-####, Monday – Friday, 8:00 AM – 8:00 PM CT. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
Initial Business Response /* (1000, 5, 2015/07/23) */
CONFIDENTIAL COMMUNICATION
July 23, 2015
# [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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account.
Our records support that order number [redacted] was placed on Ms. [redacted]'s account on April 24, 2015 for a Garmin Nuvi 7-inch GPS with Free Lifetime Maps.
The account is noted that Ms. [redacted] telephoned on May 10, 2015 first notifying that she did not receive the GPS. The phone agent referred the matter so that, on the following day, an affidavit of merchandise not received was sent to Ms. [redacted]'s address on file of [redacted]., South Chesterfield, VA 23803.
Ms. [redacted] again contacted us via email on May 30, 2015 stating she did not receive the item and requested her account be credited. Although the email did not reference the earlier affidavit we had sent, the agent replied to the email on June 2, 2015 that another affidavit was being sent. Ms. [redacted] was also advised to "please allow 10-15 days from the day you mail the completed affidavit back for us to investigate what happened."
To date, we have no record of receiving Ms. [redacted]'s completed affidavit. Please understand we will not be able to resolve Ms. [redacted]'s missing merchandise claim until a completed form is returned, as required by our policy. For this reason, we sent another affidavit on July 22, 2015 to Ms. [redacted]'s address referenced above. To expedite, she should fax the completed affidavit to [redacted], Attn: Andy or send regular mail to [redacted] St. Cloud, MN 56303. Once received, we will further investigate this matter.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
CONFIDENTIAL COMMUNICATION April 18, 2016 ...⇄ #[redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw �...⇄ CONFIDENTIAL COMMUNICATIONApril 18, 2016 #[redacted]Revdex.com of MinnesotaAttn: [redacted]220 S River Ridge CircleBurnsville, MN 55337 Re: Case # [redacted] –[redacted], [redacted] I am writing in response to the further inquiry we received from your office on behalf of Mr. [redacted] regarding a WebBank/Gettington Credit Account. We understand Mr. [redacted] disputes making the payment with an agent from our Billing/Recovery Department; however, our records do not support this. As part of our in depth review of Mr. [redacted]’s account a review of the call recording from March 16, 2016 confirms that Mr. [redacted] authorized a scheduled payment of $160.30 to be processed on March 24, 2016. As stated previously a refund for $160.30 was completed on March 29, 2016 per Mr. [redacted]’s request. As we have provided all the information available to us, we respectfully consider this matter closed. Thank you for allowing us to explain. Sincerely,Vi [redacted]Executive Care TeamVF/bw
CONFIDENTIAL COMMUNICATION August 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 Mrs. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states the order she placed with Fingerhut in December was returned. She states she has made payments until March 2016 and is now being reported late to the credit bureaus. She would like the amount of the return refunded and her credit report to reflect this information. Our records indicate Ms. [redacted] purchased a Bearpaw Women’s Emma 10" Boot on December 8, 2015. She also purchased an Ultra Violet Chenille Bean Bag Chair on December 10, 2015. Our records indicate that the communication we received from Ms. [redacted] regarding these two items were not about returning the items. On December 8, 2015, she emailed us with a question about a promo code. On December 9, 2015, she chatted with one of our agents to ask about a product that she had ordered, but was canceled due to no inventory. There are no records regarding her stating she would return either of those items, and there are no notes indicating the bean bag chair had a hole in it. At this time we have not received either of the products as a return from Ms. [redacted]. Ms. [redacted] will be unable to return the merchandise as we require returns and exchanges 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 nonrefundable. 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. The last payment we received from Ms. [redacted] was on March 3, 2016 in the amount of $20.99. At this time her current balance is $369.21. A minimum payment of $152.94 is due by September 3, 2016. To make payment arrangements Ms. [redacted] may contact our Payment Department at ###-###-#### Monday-Friday 8:00AM-9:00PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS