CONFIDENTIAL COMMUNICATION March 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337Re: 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].Ms. [redacted]’s report of receiving unsatisfactory service is regrettable, as all agents are accountable to our quality and servicing standards. Within these standards we make every effort to connect customers with a supervisor upon request (or referring a callback request if none are available, so that a supervisor will contact the customer within 24 hours) and properly notating the account to maintain accurate records of the contact history. However, this is not sufficient grounds to change our position, and we cannot change/delete the account’s reporting history for the reasons in our previous response (return postage was sent to Ms. [redacted] shortly after purchase but it was never returned, and she remained responsible for payment). Now that the account has been closed, we confirmed this status change has updated with the bureaus and now reports as “closed at the consumer’s request.” Having provided Ms. [redacted] with all information available to us, we consider this matter closed.Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
CONFIDENTIAL COMMUNICATION April 20, 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. Per our Mobile Device Return Policy, only damaged or defective devices can be exchanged for an identical device on phones. Once shipped, mobile devices cannot be returned for credit. This information is found in our return policy as well as being listed directly under the description for this specific item. Customer Satisfaction is a top priority and while we sympathize with Ms. [redacted]’s situation, the policy is being applied the same for Ms. [redacted] as it would for any customer with similar circumstances. As stated previously, we cannot accept the return of the phone and no credit will be issued. Ms. [redacted] is responsible for the remaining balance on her account. On April 1, 2016 we revoked consent to call on the phone numbers currently associated with Ms. [redacted]’s account ###-###-#### per her request. Ms. [redacted] will no longer receive collection calls. As we have provided Ms. [redacted] with 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
Initial Business Response /* (1000, 5, 2015/11/13) */
CONFIDENTIAL COMMUNICATION
November 13, 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 Advantage Credit Account.
Mr. [redacted] is a valued customer and we sincerely apologize for the difficulty he experienced as a result of the issue described in the inquiry. His report of having received unacceptable service is also regrettable, as all our agents are accountable to meet our professional standards.
Mr. [redacted]'s account reflects a purchase was made via the Fingerhut website on October 18, 2015 for a White Kitchen Island Cart. Please understand that some of our products ship directly from the vendor rather than a Fingerhut fulfillment center, and the kitchen cart was a vendor supplied item. In rare instances, there may be a delay in the coordination and communication processes involved in these shipments, and this appears to have been the case with this order.
The vendor confirmed they shipped the kitchen cart on November 5, 2015, as reflected by Pilot Freight Services tracking number 067015595. It also reflects the carrier delivered it to Mr. [redacted]'s address in Omaha, NE on November 10, 2015 at 4:42 p.m. Eastern Time.
We have applied a 50% discount to the shipping/handling charge as a courtesy for the inconvenience of the delay. This was issued to Mr. [redacted]'s account as a credit for $50, and it will reflect on a future monthly statement for his records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
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 ending in [redacted]. We have included a statement account activity statement and Terms and Conditions. Ms. [redacted] states Fingerhut placed her account with another company and that she paid off the account to Fingerhut. Ms. [redacted] further states that since she paid the account off through Fingerhut, [redacted]’s reporting should be removed. Ms. [redacted]’s desired resolution is to have both the Fingerhut and [redacted] trade lines removed from her credit reporting. According to our records the WebBank/Fingerhut credit account ending in [redacted] was opened online on February 7, 2012. An order was placed on April 1, 2012 online for an iTower iPod Speaker System. The merchandise was shipped via FedEx to the address on the application. The most recent order, totaling $459.96, was placed on September 21, 2014. Fingerhut has received multiple payments from a checking account ending in [redacted] shown in the name of [redacted]. The last payment of $47.97 was received on July 5, 2013. As there were no further payments received, the unpaid balance of $628.96 charged off on May 8, 2015 and the account was sold to [redacted] on May 29, 2015. Once an account is sold Fingerhut no longer owns or collects on the debt. Our records indicate there two were payments made online after the account was sold to [redacted]. Payments for $433.90 and $195.06 were made on June 27, 2015 and July 14, 2015 respectively. As Fingerhut no longer owned the account, these payments were forwarded to [redacted] the account owner. Please note Fingerhut does not allow payments to be processed with representative after an account is sold. If a customer chooses to use the United States Postal Service and/or the internet to make a payment to Fingerhut on a sold account, those payments are expedited to the account owner. 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. According to an account review on October 3, 2016, Equifax, Experian and Transunion are reporting the account accurately as Transfer/Sold or Purchased by Another Lender with a zero balance. 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 any additional questions regarding what [redacted] is reporting to the credit bureaus, she would need to contact [redacted] directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]See attached documents.
I have seen no credit issued on my accounts for the $27.12 or $37.00 late fees which are not accurate and I consider to be false. If credit has been issued for these then I do not owe them. I have paid every bill each month on or before due date - my last payment for March was made/send out on March 15th with the due date being March 24th - I paid the amount due less the false late fees so my account should reflect that all payments are current and up to date once they post the payment to my account which normally for the last 3 years has taken 2-3 days for them to receive. Until they remove the fees from my account and show that I do not owe them and remove them from future payments I will not consider this response / action adequate. If they have credited my account then I simply to not woe those charges and they should not still be trying to collect them from me. If this continues on to being unresolved to my satisfaction I will contact an attorney and go forward from there with legal action against them. (FingerhutDocs.pdf)
I am rejecting this response because:They have not substantiated anything. Anyone can open an account online. Jefferson Capital (whom they supposedly sold the account to) cannot substantiate the account either.I will be filing a lawsuit.
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. I checked my credit report and I am satisfied of the charge off I'm thankful to the Revdex.com because the interest would have continued to mount on this account. I currently see that the charge off amount of 150.00 is due. This is a lot less had I not brought it to your attention the interest and late fee's would have continued on. Thanks for solving my problem for me. I did recognize a statement that I don't recall them ever saying which was it was going to be applied for fee's when clearly I'd been paying on time so how could there have been any fee's due this company need's a close monitoring on their business handling of the customers accounts. I see them collecting lots of extra money in this manner. Thanks a lot.
Revdex.com:I have already returned the first box and have not opened the second yet. I would like the mailing label for the second box sent to my email at k[redacted][email protected]. Otherwise I will take the unopened box to UPS and refuse package, having it returned to sender.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
CONFIDENTIAL COMMUNICATION July 7, 2017 Revdex.com of Minnesota �...⇄ #2490259498 Attn: Jesi [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted], Marsha Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office for Marsha [redacted]. Ms. [redacted] states in follow up: “I am not clear on why I am still responsible for a cancelled insurance policy through Affinion Group as of November and was informed by that company of no further responsibility to Fingerhut. They recommended that I should disregard the letters and Fingerhut was not even being billed any longer.” Please see the full response with complete details attached. Sincerely, Vi [redacted]Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 5, 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 complaint we received regarding a WebBank/Fingerhut Credit Account for Jeremy [redacted]. Mr. [redacted] states he received an Intex Easy Set Round Pool that was damaged and missing parts. Mr. [redacted] also states he is unable to package the pool back up to return it to us, as the item is quite large, and he does not have the original packaging. Our records indicate Mr. [redacted] placed this order on May 29, 2016. The order includes the Intex Easy Set Round Pool, an Intex Foot Bath for Pools, an Intext Adventurer Snorkel and Mask Set, an Intext Solar Heater Mat for Above-Ground Pools, a Water Balloon Launcher and an Ocean Reef Snapset Kid’s Pool. Mr. [redacted] contacted us on June 11, 2016 via email, advising he found a hole in the ring of the Intext Pool and that they needed to patch the pool before they could even use it. After multiple email exchanges between us and Mr. [redacted] regarding how he should package the pool to return it, we have made the decision to credit the pool, and are not requiring the return of it. Mr. [redacted]’s account has been credited in the amount of $404.63 for the pool. This amount includes the retail price of the item, tax and shipping and handling. During this time, Mr. [redacted]’s account balance included the purchase for the pool and the accessories, and had a payment of $59.99 due by July 15, 2016. We have not received a payment, and so Mr. [redacted]’s account was assessed a Late Fee of $37.00. Due to extenuating circumstances, we will issue credit for the late fee as a one-time exception. Mr. [redacted] will see these credits on his next billing statement, which will be produced on August 26, 2016. As of August 9, 2016, Mr. [redacted]’s balance is $444.61. There is a payment of $29.99 due on August 22, 2016. If Mr. [redacted] wishes to return the other items he purchased with the pool, he may do so using the pre-paid return label that was emailed to him on June 20, 2016. If Mr. [redacted] no longer has that email, we ask that he contact our customer service office to request one. We will be noting the account to ensure that return is accepted. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
CONFIDENTIAL COMMUNICATION January 5, 2017 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she states she attempted to place orders that were not able to be processed. When Ms. [redacted] attempted to checkout it would repeatedly ask her to enter an email address even though she believed it was already on her account. Unfortunately, Ms. [redacted]’s email address was not attached to her account, and so orders were not able to be placed under Ms. [redacted]’s account via our website. We have made the correction to Ms. [redacted]’s account and have entered her email address. We recommend Ms. [redacted] clear her cache and cookies from her website browser before attempting to place a new order. We apologize that Ms. [redacted] was unable to place an order and receive the special offers associated with her products of interest. As a courtesy, we are sending the free Hat, Glove, and Scarf Set that Ms. [redacted] was not able to receive due to the order issues. We have also issued a $50.00 discount coupon to be sent via mail that she may use towards her next Fingerhut purchase. If Ms. [redacted] wants to use more than one promotion code in the future, she will need to place separate orders, as we only allow one promotion code per order. This information may be found in the promotion disclaimer. If Ms. [redacted] has any further questions or wishes to place an order by phone, she may contact us at ###-###-####, 24 hours a day, 7 days a week. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
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.
Sincerely,
[redacted]
I am rejecting this response because the shoes were not put in at 30% off. They did extend the free shipping; however, I was charged $63.99 and not the agreed $44.79. This is not what was agreed on and calling Fingerhut customer care will get me nowhere.
CONFIDENTIAL COMMUNICATION June 10, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a credit reporting issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her account was reported as 60 days late back in 2013 and disputes this as inaccurate, and would like it removed from the account’s reporting history. Our investigation confirms that no payments were received for the following payment due date on Ms. [redacted]’s account: January 27, 2013, February 27, 2013, and March 27, 2013. On April 18, 2013, we received a $225.00 payment that brought Ms. [redacted]’s account back into a good-standing/paid current status and it continued to be paid on time for the rest of 2013. However, the payment history for the months listed above during which no payments were received on her account was correctly reported to the credit agencies, and no changes can be made. We are required by the Fair Credit Reporting Act to report accurate information to reporting agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] 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. Please see attached letter of response as it exceeds the 2,000 max character count.
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry she states she is still being charged for an item she returned in June 2015. Ms. [redacted] also indicates she contacted Fingerhut every month on the status of her return and received no assistance from Customer Service. She states she was advised that she should not pay the balance on the account until the return was received. She indicates that she continued to receive collection calls and that her Fingerhut account was closed. When Ms. [redacted] spoke to a supervisor, she states they credited her account but did not update her credit report. She also indicates when she re-applied she was advised we could not process her credit application with an incorrect address. Ms. [redacted] is requesting that the delinquency be removed from her credit file and that her account be restored. Our records indicate an order was placed on our website on April 21, 2015 for a Rockland 2-pc. Carry-On Luggage Set in Blue and a Rockland 2-pc. Luggage Set in Pink which totaled $157.96. The luggage sets shipped directly from our vendor on April 22, 2015 and were delivered a few days later to the address of 207 Groves Blvd North Augusta, SC 29841-3943. On April 23, 2015 an order was placed on our website for a PetZoom Pet Park Regular 25x 20 which totaled $41.98. This item shipped on April 26, 2015 and was delivered shortly after, to the same address. On June 18, 2015 Ms. [redacted] contacted our Customer Service Department and advised us she would be returning the luggage sets due to the pink luggage set being defective and the blue luggage set as it was not as described. The agent sent out paid return labels for Ms. [redacted] to return the luggage with. We have no record of Ms. [redacted]’ contacting Customer Service again until June 2, 2016. When Ms. [redacted] spoke to the agent via chat regarding the luggage sets she returned, we checked with our vendor to verify if they had received the return since we have no record of receiving either of the luggage sets at our warehouse. On June 6, 2016 our vendor indicated that they did not receive the return of the luggage sets. On June 3, 2016 and June 13, 2016 an affidavit of “non-receipt of returned merchandise” was sent to Ms. [redacted]. We received the affidavit on June 14, 2016 via email from Ms. [redacted] and as part of our investigation, we requested a copy of the return receipt from Ms. [redacted]. On June 15, 2016, we received an email from Ms. [redacted] in which she advised us she did not have a return receipt. Due to the length of time that had passed from the date the luggage sets were returned to us to the date Ms. [redacted] contacted us to advise she had not received credit for the return and since she did not have a return receipt, credit was denied. On June 24, 2016 Ms. [redacted] spoke to a supervisor regarding the returns that had not been credited. The supervisor issued credit as a courtesy to Ms. [redacted] account in the amount of $212.43 which was the remaining balance on her account at that time. On June 30, 2016 we received a fax from Ms. [redacted] which included a copy of an email she had received from us advising her that the return is on its way to our warehouse for processing and that we would send a follow up email to her once the return was received. The email also included the return tracking number along with the name of the carrier. Please understand, we have no record of receiving Ms. [redacted] return and the tracking number provided in the email does not indicate the return was ever delivered to our warehouse. However, since full credit was already issued for the merchandise Ms. [redacted] returned of $157.96, as well as $54.47 in late fees and interest charges, and since the payments Ms. [redacted] made on her account did adequately cover the additional items she purchased and received, we have credited the remaining late fees of $105.45 and interest charges of $56.95. The credits we have issued will appear on a future statement. We have updated the information on Ms. [redacted] Fingerhut Advantage Credit Account to the credit bureaus and advise it may take up to sixty days for the update to process. For future reference, if Ms. [redacted] needs to return something to us, most returns are received and processed in our warehouse within 7-10 business days from the date they are returned. We strongly urge Ms. [redacted] to contact our Customer Service Department if she does not receive notification that the return has been received and processed within that time frame. We do not have any record of Ms. [redacted] being advised to not make any payments on her account until the return was received. If Ms. [redacted] has more information regarding a specific date or time frame and/or the agents name she spoke to we will be able to investigate further into this matter. Due to the delinquency of Ms. [redacted] account her credit limit was reduced to zero and reflected as such on her March 13, 2016 billing statement. On June 27, 2016 Ms. [redacted] contacted us by phone and the agent correctly advised Ms. [redacted] that she would need to reapply for an account and to allow up to 14 days for her account to be set at an “apply now” status. In order to re-apply for an account, Ms. [redacted]’ Fingerhut Credit Account was closed the same day. On July 15, 2016 our records indicate that Ms. [redacted] completed the credit application on our website. When our Credit Department attempted to verify Ms. [redacted]’ information as part of the application process we found that the address provided by Ms. [redacted] did not match the information on the application. Since the application was completed with the incorrect address the credit application was declined and the agent requested for Ms. [redacted] to send in a copy of a utility bill with the correct address. Please understand it is the responsibility of our customers to ensure we have the correct contact information to reach them. On July 18, 2016 we received the copy of the utility bill and a letter was sent to Ms. [redacted] offering her a WebBank/Fingerhut FreshStart Credit Account. Per the terms of the FreshStart credit program, a customer’s order does not ship and is not billed until a $30 down payment has been successfully applied towards it. Ms. [redacted] made her down payment of $30.00 on August 3, 2016. Ms. [redacted] order for the NuWave Brio Digital Air Fryer and the Bear River Remote Controlled Chinook Helicopter was manually processed on August 5, 2016 and was shipped on August 8, 2016. Per the tracking information on the UPS website, the items were delivered on August 11, 2016. As Ms. [redacted] has established a Fingerhut FreshStart account she is required to meet the guidelines of the FreshStart Program prior to graduating to a Fingerhut Advantage Credit Account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
the customer , The Spiderman drone that I am calling about was purchased under my wife’s account [redacted] , but I am the one who placed the order with my wife present , she has already tried to file a complaint with finger but directly but has gotten no response ,So she asked me to take over the matter now we live in Georgia and since she is my wife there is no account confidentiality what is hers is mine and what is mine is hers .... you may call her directly if you wish her number is ###-###-#### how ever she is going to direct you to deal with me my number is(912) [redacted]
CONFIDENTIAL COMMUNICATION
March 15, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As the above referenced account is a revolving credit account, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Variable Annual Percentage Rate (APR) of 20.15%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month. New terms and conditions were sent to Ms. [redacted] regarding the increase in her APR on January 13, 2016. This information can also be found by going to www.gettington.com and clicking "terms and conditions" at the bottom of the homepage.
We currently do not offer a lower APR.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. In Ms. [redacted]’s inquiry, she states that we removed funds from her checking account that she did not give permission for. Ms. [redacted] is looking for the money to be refunded to her. Our records indicate Ms. [redacted] set up a recurring payment schedule on March 9, 2016 with one of our customer service representatives. This schedule would pay the minimum amount due each month on the 3rd, and was set up to run from April 3, 2016 through March 3, 2017. On December 16, 2016, Ms. [redacted]’s payment was returned to us unpaid, as a result, we contacted her on December 18, 2016, and Ms. [redacted] scheduled a payment for $93.98 to be processed on January 5, 2017. During that same call, Ms. [redacted] agreed to a payment schedule starting February 5, 2017 and ending November 5, 2017, to pay $46.99 each month. Our records indicate Ms. [redacted] provided consent for all payments. When Ms. [redacted] contacted us on February 7, 2017, as a courtesy, the duplicated payment of $46.99 was requested to be cancelled. Ms. [redacted] was advised to allow 12 to 14 business days to have the payment reversed and applied to her account. On February 13, 2017 the payment of $46.99 was reversed. Ms. [redacted] should have seen this credit on her account in 4-10 business days from that date. The recurring payment that was created March 9, 2016 has been deactivated. Ms. [redacted]’s current balance is $731.20. Her next payment is for March 5, 2017 in the amount of $46.99. As stated above, there is an active payment schedule in place for that amount, from her conversation with our representative on December 18, 2016. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS
CONFIDENTIAL COMMUNICATION March 28, 2016Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S. River Ridge Cir.Burnsville, MN 55337Re: 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].Ms. [redacted]’s report of receiving unsatisfactory service is regrettable, as all agents are accountable to our quality and servicing standards. Within these standards we make every effort to connect customers with a supervisor upon request (or referring a callback request if none are available, so that a supervisor will contact the customer within 24 hours) and properly notating the account to maintain accurate records of the contact history. However, this is not sufficient grounds to change our position, and we cannot change/delete the account’s reporting history for the reasons in our previous response (return postage was sent to Ms. [redacted] shortly after purchase but it was never returned, and she remained responsible for payment). Now that the account has been closed, we confirmed this status change has updated with the bureaus and now reports as “closed at the consumer’s request.” Having provided Ms. [redacted] with all information available to us, we consider this matter closed.Sincerely,Vi [redacted]Executive Care TeamVF/ah Tell us why here...
CONFIDENTIAL COMMUNICATION April 20, 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. Per our Mobile Device Return Policy, only damaged or defective devices can be exchanged for an identical device on phones. Once shipped, mobile devices cannot be returned for credit. This information is found in our return policy as well as being listed directly under the description for this specific item. Customer Satisfaction is a top priority and while we sympathize with Ms. [redacted]’s situation, the policy is being applied the same for Ms. [redacted] as it would for any customer with similar circumstances. As stated previously, we cannot accept the return of the phone and no credit will be issued. Ms. [redacted] is responsible for the remaining balance on her account. On April 1, 2016 we revoked consent to call on the phone numbers currently associated with Ms. [redacted]’s account ###-###-#### per her request. Ms. [redacted] will no longer receive collection calls. As we have provided Ms. [redacted] with 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
Initial Business Response /* (1000, 5, 2015/11/13) */
CONFIDENTIAL COMMUNICATION
November 13, 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 Advantage Credit Account.
Mr. [redacted] is a valued customer and we sincerely apologize for the difficulty he experienced as a result of the issue described in the inquiry. His report of having received unacceptable service is also regrettable, as all our agents are accountable to meet our professional standards.
Mr. [redacted]'s account reflects a purchase was made via the Fingerhut website on October 18, 2015 for a White Kitchen Island Cart. Please understand that some of our products ship directly from the vendor rather than a Fingerhut fulfillment center, and the kitchen cart was a vendor supplied item. In rare instances, there may be a delay in the coordination and communication processes involved in these shipments, and this appears to have been the case with this order.
The vendor confirmed they shipped the kitchen cart on November 5, 2015, as reflected by Pilot Freight Services tracking number 067015595. It also reflects the carrier delivered it to Mr. [redacted]'s address in Omaha, NE on November 10, 2015 at 4:42 p.m. Eastern Time.
We have applied a 50% discount to the shipping/handling charge as a courtesy for the inconvenience of the delay. This was issued to Mr. [redacted]'s account as a credit for $50, and it will reflect on a future monthly statement for his records.
Thank you for allowing us to assist and explain.
Sincerely,
Vi [redacted]
Executive Care Team
VF/ah
Initial Consumer Rebuttal /* (2000, 7, 2015/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
October 4, 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 ending in [redacted]. We have included a statement account activity statement and Terms and Conditions. Ms. [redacted] states Fingerhut placed her account with another company and that she paid off the account to Fingerhut. Ms. [redacted] further states that since she paid the account off through Fingerhut, [redacted]’s reporting should be removed. Ms. [redacted]’s desired resolution is to have both the Fingerhut and [redacted] trade lines removed from her credit reporting. According to our records the WebBank/Fingerhut credit account ending in [redacted] was opened online on February 7, 2012. An order was placed on April 1, 2012 online for an iTower iPod Speaker System. The merchandise was shipped via FedEx to the address on the application. The most recent order, totaling $459.96, was placed on September 21, 2014. Fingerhut has received multiple payments from a checking account ending in [redacted] shown in the name of [redacted]. The last payment of $47.97 was received on July 5, 2013. As there were no further payments received, the unpaid balance of $628.96 charged off on May 8, 2015 and the account was sold to [redacted] on May 29, 2015. Once an account is sold Fingerhut no longer owns or collects on the debt. Our records indicate there two were payments made online after the account was sold to [redacted]. Payments for $433.90 and $195.06 were made on June 27, 2015 and July 14, 2015 respectively. As Fingerhut no longer owned the account, these payments were forwarded to [redacted] the account owner. Please note Fingerhut does not allow payments to be processed with representative after an account is sold. If a customer chooses to use the United States Postal Service and/or the internet to make a payment to Fingerhut on a sold account, those payments are expedited to the account owner. 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. According to an account review on October 3, 2016, Equifax, Experian and Transunion are reporting the account accurately as Transfer/Sold or Purchased by Another Lender with a zero balance. 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 any additional questions regarding what [redacted] is reporting to the credit bureaus, she would need to contact [redacted] directly at ###-###-####. Thank you for allowing us to explain. Sincerely, Kari [redacted] Executive Care Team KD/sa
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted]See attached documents.
I have seen no credit issued on my accounts for the $27.12 or $37.00 late fees which are not accurate and I consider to be false. If credit has been issued for these then I do not owe them. I have paid every bill each month on or before due date - my last payment for March was made/send out on March 15th with the due date being March 24th - I paid the amount due less the false late fees so my account should reflect that all payments are current and up to date once they post the payment to my account which normally for the last 3 years has taken 2-3 days for them to receive. Until they remove the fees from my account and show that I do not owe them and remove them from future payments I will not consider this response / action adequate. If they have credited my account then I simply to not woe those charges and they should not still be trying to collect them from me. If this continues on to being unresolved to my satisfaction I will contact an attorney and go forward from there with legal action against them. (FingerhutDocs.pdf)
I am rejecting this response because:They have not substantiated anything. Anyone can open an account online. Jefferson Capital (whom they supposedly sold the account to) cannot substantiate the account either.I will be filing a lawsuit.
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. I checked my credit report and I am satisfied of the charge off I'm thankful to the Revdex.com because the interest would have continued to mount on this account. I currently see that the charge off amount of 150.00 is due. This is a lot less had I not brought it to your attention the interest and late fee's would have continued on. Thanks for solving my problem for me. I did recognize a statement that I don't recall them ever saying which was it was going to be applied for fee's when clearly I'd been paying on time so how could there have been any fee's due this company need's a close monitoring on their business handling of the customers accounts. I see them collecting lots of extra money in this manner. Thanks a lot.
Revdex.com:I have already returned the first box and have not opened the second yet. I would like the mailing label for the second box sent to my email at k[redacted][email protected]. Otherwise I will take the unopened box to UPS and refuse package, having it returned to sender.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
CONFIDENTIAL COMMUNICATION July 7, 2017 Revdex.com of Minnesota �...⇄ #2490259498 Attn: Jesi [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted], Marsha Dear Ms. [redacted], I am writing in response to the further inquiry we received from your office for Marsha [redacted]. Ms. [redacted] states in follow up: “I am not clear on why I am still responsible for a cancelled insurance policy through Affinion Group as of November and was informed by that company of no further responsibility to Fingerhut. They recommended that I should disregard the letters and Fingerhut was not even being billed any longer.” Please see the full response with complete details attached. Sincerely, Vi [redacted]Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION August 5, 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 complaint we received regarding a WebBank/Fingerhut Credit Account for Jeremy [redacted]. Mr. [redacted] states he received an Intex Easy Set Round Pool that was damaged and missing parts. Mr. [redacted] also states he is unable to package the pool back up to return it to us, as the item is quite large, and he does not have the original packaging. Our records indicate Mr. [redacted] placed this order on May 29, 2016. The order includes the Intex Easy Set Round Pool, an Intex Foot Bath for Pools, an Intext Adventurer Snorkel and Mask Set, an Intext Solar Heater Mat for Above-Ground Pools, a Water Balloon Launcher and an Ocean Reef Snapset Kid’s Pool. Mr. [redacted] contacted us on June 11, 2016 via email, advising he found a hole in the ring of the Intext Pool and that they needed to patch the pool before they could even use it. After multiple email exchanges between us and Mr. [redacted] regarding how he should package the pool to return it, we have made the decision to credit the pool, and are not requiring the return of it. Mr. [redacted]’s account has been credited in the amount of $404.63 for the pool. This amount includes the retail price of the item, tax and shipping and handling. During this time, Mr. [redacted]’s account balance included the purchase for the pool and the accessories, and had a payment of $59.99 due by July 15, 2016. We have not received a payment, and so Mr. [redacted]’s account was assessed a Late Fee of $37.00. Due to extenuating circumstances, we will issue credit for the late fee as a one-time exception. Mr. [redacted] will see these credits on his next billing statement, which will be produced on August 26, 2016. As of August 9, 2016, Mr. [redacted]’s balance is $444.61. There is a payment of $29.99 due on August 22, 2016. If Mr. [redacted] wishes to return the other items he purchased with the pool, he may do so using the pre-paid return label that was emailed to him on June 20, 2016. If Mr. [redacted] no longer has that email, we ask that he contact our customer service office to request one. We will be noting the account to ensure that return is accepted. Thank you for this opportunity to explain. Sincerely, Vi [redacted] Executive Care Team Fingerhut Customer Service
CONFIDENTIAL COMMUNICATION January 5, 2017 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 Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’s inquiry she states she attempted to place orders that were not able to be processed. When Ms. [redacted] attempted to checkout it would repeatedly ask her to enter an email address even though she believed it was already on her account. Unfortunately, Ms. [redacted]’s email address was not attached to her account, and so orders were not able to be placed under Ms. [redacted]’s account via our website. We have made the correction to Ms. [redacted]’s account and have entered her email address. We recommend Ms. [redacted] clear her cache and cookies from her website browser before attempting to place a new order. We apologize that Ms. [redacted] was unable to place an order and receive the special offers associated with her products of interest. As a courtesy, we are sending the free Hat, Glove, and Scarf Set that Ms. [redacted] was not able to receive due to the order issues. We have also issued a $50.00 discount coupon to be sent via mail that she may use towards her next Fingerhut purchase. If Ms. [redacted] wants to use more than one promotion code in the future, she will need to place separate orders, as we only allow one promotion code per order. This information may be found in the promotion disclaimer. If Ms. [redacted] has any further questions or wishes to place an order by phone, she may contact us at ###-###-####, 24 hours a day, 7 days a week. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/RG
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.
Sincerely,
[redacted]
I am rejecting this response because the shoes were not put in at 30% off. They did extend the free shipping; however, I was charged $63.99 and not the agreed $44.79. This is not what was agreed on and calling Fingerhut customer care will get me nowhere.
CONFIDENTIAL COMMUNICATION June 10, 2016 Revdex.com of...
Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S. River Ridge Cir. Burnsville, MN 55337 Re: Case # [redacted] – [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a credit reporting issue on her WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states her account was reported as 60 days late back in 2013 and disputes this as inaccurate, and would like it removed from the account’s reporting history. Our investigation confirms that no payments were received for the following payment due date on Ms. [redacted]’s account: January 27, 2013, February 27, 2013, and March 27, 2013. On April 18, 2013, we received a $225.00 payment that brought Ms. [redacted]’s account back into a good-standing/paid current status and it continued to be paid on time for the rest of 2013. However, the payment history for the months listed above during which no payments were received on her account was correctly reported to the credit agencies, and no changes can be made. We are required by the Fair Credit Reporting Act to report accurate information to reporting agencies. Thank you for allowing us to assist and explain. Sincerely, Vi [redacted] Executive Care Team VF/ah
CONFIDENTIAL COMMUNICATION May 25, 2017...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Please see attached letter of response as it exceeds the 2,000 max character count.
CONFIDENTIAL COMMUNICATION August 15, 2016...
...⇄ # [redacted] Revdex.com of Minnesota Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. In Ms. [redacted]’ inquiry she states she is still being charged for an item she returned in June 2015. Ms. [redacted] also indicates she contacted Fingerhut every month on the status of her return and received no assistance from Customer Service. She states she was advised that she should not pay the balance on the account until the return was received. She indicates that she continued to receive collection calls and that her Fingerhut account was closed. When Ms. [redacted] spoke to a supervisor, she states they credited her account but did not update her credit report. She also indicates when she re-applied she was advised we could not process her credit application with an incorrect address. Ms. [redacted] is requesting that the delinquency be removed from her credit file and that her account be restored. Our records indicate an order was placed on our website on April 21, 2015 for a Rockland 2-pc. Carry-On Luggage Set in Blue and a Rockland 2-pc. Luggage Set in Pink which totaled $157.96. The luggage sets shipped directly from our vendor on April 22, 2015 and were delivered a few days later to the address of 207 Groves Blvd North Augusta, SC 29841-3943. On April 23, 2015 an order was placed on our website for a PetZoom Pet Park Regular 25x 20 which totaled $41.98. This item shipped on April 26, 2015 and was delivered shortly after, to the same address. On June 18, 2015 Ms. [redacted] contacted our Customer Service Department and advised us she would be returning the luggage sets due to the pink luggage set being defective and the blue luggage set as it was not as described. The agent sent out paid return labels for Ms. [redacted] to return the luggage with. We have no record of Ms. [redacted]’ contacting Customer Service again until June 2, 2016. When Ms. [redacted] spoke to the agent via chat regarding the luggage sets she returned, we checked with our vendor to verify if they had received the return since we have no record of receiving either of the luggage sets at our warehouse. On June 6, 2016 our vendor indicated that they did not receive the return of the luggage sets. On June 3, 2016 and June 13, 2016 an affidavit of “non-receipt of returned merchandise” was sent to Ms. [redacted]. We received the affidavit on June 14, 2016 via email from Ms. [redacted] and as part of our investigation, we requested a copy of the return receipt from Ms. [redacted]. On June 15, 2016, we received an email from Ms. [redacted] in which she advised us she did not have a return receipt. Due to the length of time that had passed from the date the luggage sets were returned to us to the date Ms. [redacted] contacted us to advise she had not received credit for the return and since she did not have a return receipt, credit was denied. On June 24, 2016 Ms. [redacted] spoke to a supervisor regarding the returns that had not been credited. The supervisor issued credit as a courtesy to Ms. [redacted] account in the amount of $212.43 which was the remaining balance on her account at that time. On June 30, 2016 we received a fax from Ms. [redacted] which included a copy of an email she had received from us advising her that the return is on its way to our warehouse for processing and that we would send a follow up email to her once the return was received. The email also included the return tracking number along with the name of the carrier. Please understand, we have no record of receiving Ms. [redacted] return and the tracking number provided in the email does not indicate the return was ever delivered to our warehouse. However, since full credit was already issued for the merchandise Ms. [redacted] returned of $157.96, as well as $54.47 in late fees and interest charges, and since the payments Ms. [redacted] made on her account did adequately cover the additional items she purchased and received, we have credited the remaining late fees of $105.45 and interest charges of $56.95. The credits we have issued will appear on a future statement. We have updated the information on Ms. [redacted] Fingerhut Advantage Credit Account to the credit bureaus and advise it may take up to sixty days for the update to process. For future reference, if Ms. [redacted] needs to return something to us, most returns are received and processed in our warehouse within 7-10 business days from the date they are returned. We strongly urge Ms. [redacted] to contact our Customer Service Department if she does not receive notification that the return has been received and processed within that time frame. We do not have any record of Ms. [redacted] being advised to not make any payments on her account until the return was received. If Ms. [redacted] has more information regarding a specific date or time frame and/or the agents name she spoke to we will be able to investigate further into this matter. Due to the delinquency of Ms. [redacted] account her credit limit was reduced to zero and reflected as such on her March 13, 2016 billing statement. On June 27, 2016 Ms. [redacted] contacted us by phone and the agent correctly advised Ms. [redacted] that she would need to reapply for an account and to allow up to 14 days for her account to be set at an “apply now” status. In order to re-apply for an account, Ms. [redacted]’ Fingerhut Credit Account was closed the same day. On July 15, 2016 our records indicate that Ms. [redacted] completed the credit application on our website. When our Credit Department attempted to verify Ms. [redacted]’ information as part of the application process we found that the address provided by Ms. [redacted] did not match the information on the application. Since the application was completed with the incorrect address the credit application was declined and the agent requested for Ms. [redacted] to send in a copy of a utility bill with the correct address. Please understand it is the responsibility of our customers to ensure we have the correct contact information to reach them. On July 18, 2016 we received the copy of the utility bill and a letter was sent to Ms. [redacted] offering her a WebBank/Fingerhut FreshStart Credit Account. Per the terms of the FreshStart credit program, a customer’s order does not ship and is not billed until a $30 down payment has been successfully applied towards it. Ms. [redacted] made her down payment of $30.00 on August 3, 2016. Ms. [redacted] order for the NuWave Brio Digital Air Fryer and the Bear River Remote Controlled Chinook Helicopter was manually processed on August 5, 2016 and was shipped on August 8, 2016. Per the tracking information on the UPS website, the items were delivered on August 11, 2016. As Ms. [redacted] has established a Fingerhut FreshStart account she is required to meet the guidelines of the FreshStart Program prior to graduating to a Fingerhut Advantage Credit Account. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/bw
I am rejecting this response because: I am...
the customer , The Spiderman drone that I am calling about was purchased under my wife’s account [redacted] , but I am the one who placed the order with my wife present , she has already tried to file a complaint with finger but directly but has gotten no response ,So she asked me to take over the matter now we live in Georgia and since she is my wife there is no account confidentiality what is hers is mine and what is mine is hers .... you may call her directly if you wish her number is ###-###-#### how ever she is going to direct you to deal with me my number is(912) [redacted]
CONFIDENTIAL COMMUNICATION
March 15, 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 inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Gettington Credit Account.
As the above referenced account is a revolving credit account, it is subject to accrued interest charges whenever a balance is carried from one billing cycle to the next. The interest is calculated based on the account's current Variable Annual Percentage Rate (APR) of 20.15%, and the monthly charges will vary in relation to increases or reductions in the account balance from month to month. New terms and conditions were sent to Ms. [redacted] regarding the increase in her APR on January 13, 2016. This information can also be found by going to www.gettington.com and clicking "terms and conditions" at the bottom of the homepage.
We currently do not offer a lower APR.
Thank you for allowing us to explain and assist.
Sincerely,
Vi [redacted]
Executive Care Team
VF/bw
CONFIDENTIAL COMMUNICATION February 28,...
2017 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted]Attn: [redacted]220 S River Ridge CircleBurnsville, 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. In Ms. [redacted]’s inquiry, she states that we removed funds from her checking account that she did not give permission for. Ms. [redacted] is looking for the money to be refunded to her. Our records indicate Ms. [redacted] set up a recurring payment schedule on March 9, 2016 with one of our customer service representatives. This schedule would pay the minimum amount due each month on the 3rd, and was set up to run from April 3, 2016 through March 3, 2017. On December 16, 2016, Ms. [redacted]’s payment was returned to us unpaid, as a result, we contacted her on December 18, 2016, and Ms. [redacted] scheduled a payment for $93.98 to be processed on January 5, 2017. During that same call, Ms. [redacted] agreed to a payment schedule starting February 5, 2017 and ending November 5, 2017, to pay $46.99 each month. Our records indicate Ms. [redacted] provided consent for all payments. When Ms. [redacted] contacted us on February 7, 2017, as a courtesy, the duplicated payment of $46.99 was requested to be cancelled. Ms. [redacted] was advised to allow 12 to 14 business days to have the payment reversed and applied to her account. On February 13, 2017 the payment of $46.99 was reversed. Ms. [redacted] should have seen this credit on her account in 4-10 business days from that date. The recurring payment that was created March 9, 2016 has been deactivated. Ms. [redacted]’s current balance is $731.20. Her next payment is for March 5, 2017 in the amount of $46.99. As stated above, there is an active payment schedule in place for that amount, from her conversation with our representative on December 18, 2016. If Ms. [redacted] has any further questions or concerns, she may contact our Customer Service Department at ###-###-####, between the hours of 8:00 am and 8:00 pm, Central Time, Monday-Friday. Thank you for allowing us to explain. Sincerely, Vi [redacted]Executive Care Team VF/AH
CONFIDENTIAL COMMUNICATION June 14,...
2016 ...⇄ Revdex.com of Minnesota �...⇄ # [redacted] Attn: [redacted] 220 S River Ridge Circle Burnsville, MN 55337 Re: Case # [redacted] Dear Ms. [redacted], I am writing in response to the inquiry we received from your office on behalf of Ms. [redacted] regarding a WebBank/Fingerhut Advantage Credit Account. Ms. [redacted] states she did not receive an order she placed for Christmas. She states she filed a police report and provided it to Fingerhut. She states she is paying for merchandise she did not receive. She would like to have the merchandise credited to her account or her order to be replaced. Our records indicate Ms. [redacted] placed on order on November 13, 2015. This order included two alcove 16-Pc. Everyday Bath Towel Set and an alcove Gambia Comforter Set + Free Sheet Set – King. Our records indicate Ms. [redacted] first made us aware she did not receive her order on May 12, 2016. Using the UPS tracking number [redacted] we show these items were delivered on November 19, 2015 to her home address, [redacted]t Northglenn, CO 80233. It is the responsibility of our customers to review their monthly billing statement. On the reverse side of each monthly billing statement are a series of disclosures informing and advising customers on various aspects of their account. The section titled “What To Do If You Think You Find A Mistake On Your Statement” explains the required steps necessary to file a formal dispute in this regard. It states, in part: “You must contact us within 60 days after the error appeared on your statement. You must notify us of any potential errors in writing. You may call us, but if you do we are not required to investigate any potential errors and you may have to pay the amount in question. While we investigate whether or not there has been an error, the following are true: • We cannot try to collect the amount in question, or report you as delinquent. • The charge in question may remain on your statement, and we may continue to charge you interest on that amount. But, if we determine that we made a mistake, you will not have to pay the amount in question or any interest or other fees related to that amount. • While you do not have to pay the amount in question, you are responsible for the remainder of your balance. • We can apply any unpaid amount against your credit limit.” Due to the length of time that has passed since Ms. [redacted] ordered the merchandise we will be unable to conduct an investigation regarding this matter. Ms. [redacted] is responsible for payments on her account. We have not received any payment on Ms. [redacted]’s account. At this time her current balance is $340.99. A minimum payment of $152.93 is due by June 24, 2016. If Ms. [redacted] has any further questions she may contact Fingerhut Customer Service at ###-###-#### Monday through Friday 8AM-8PM Central Standard Time. Thank you for allowing us to explain. Sincerely, Vi [redacted] Executive Care Team VF/KS